RoyalGame Casino - Pelaajan kotiutus on estetty.

​"I am filing this complaint because RoyalGame has intentionally obstructed the processing of my withdrawal and has subsequently manipulated my game history to erase proof of my winnings.

​Key Facts & Timeline:

​29.11.2025 (Initial Withdrawal): I won 7,400.90 CZK and requested a withdrawal. The funds were successfully deducted from my active balance but the transaction became stuck.

​Technical Error: My account was blocked from viewing withdrawal history by a persistent 'INVALID_HTTP_RESPONSE' server-side error.

​Casino Admission of Fault (Live Chat): On 01.12.2025, Live Chat agent Dita explicitly confirmed that the issue was due to a technical server problem on the casino's side. Quote from chat transcript: 'The back office had a few problems last days.' This proves the delay was due to the casino's admitted technical failure.

​Obstruction & Refusal to Escalate: Agents Dita and Jasmine repeatedly refused to escalate the admitted technical issue, insisting on a slow 3-10 day process. They terminated the chat after I gave a 24-hour ultimatum.

​Evidence of Data Manipulation: After the ultimatum expired, access to my game history was partially restored. However, the winning transaction of 7,400.90 CZK is completely missing from the chronological record. I have attached screenshots of this incomplete history, which prove the casino is actively tampering with its own records to invalidate a confirmed withdrawal that was already registered and deducted from my balance.

​Resolution Sought:

​I demand the immediate, full payment of 7,400.90 CZK. I urge Casino Guru to investigate this matter thoroughly and consider issuing a warning against RoyalGame for documented evidence of admitting to a technical error and then attempting to tamper with a player's transaction history."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is the withdrawal request of 7,400.90 CZK still visible in your account?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The request is visible, I've never made a withdrawal and it didn't go through verification, but today I received an email saying that the payment was sent, so I don't know if I can trust it.

žádost viditelná je, nevybíral jsem nikdy a ověřením sem neprošel ale dnes mi přišel email že platbu odeslali tak nevím zda tomu mohu věřit.

I'm glad to hear that your payment has been sent. Have you received any follow-up emails from the casino after this confirmation? Have you possibly received the winnings in the meantime?

No, the prize still hasn't arrived and I received emails, in one they blocked my account and in the other they write back to me asking that I want the transaction number so I can verify the payment with my bank. I write to them in English and they write back in Czech that unfortunately they don't have any Czech translators but that they are solving the problem... Which is definitely an automatic response because I write to them in English all the time

Ne výhra stále nepřišla a e-maily sem obdržel v jednom mi zablokovali účet a v druhém mi odepisují na můj dotaz že chci číslo transakce abych si tu platbu mohl ověřit u své banky píšu jim anglicky a oni odepisují Český že bohužel nemají žádného českého překladatele ale že problém řeší ... Což je určitě automatická odpověď jelikož jim píšu celou dobu anglicky

I guess it's irretrievably ruined, right? I'll never see the money again 😭

Asi je to nenávratně v troskách předpokládám že? peníze už nikdy neuvidím 😭

Dear PetersonKotik

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

great, thank you very much and I just want to ask, is it possible that someone from you would call me from a Slovak phone number?

super mockrát děkuji a chci se jen zeptat není možné že by mi od vás někdo volal že slovenského telefonního čísla?

Hello there,

Thank you PetersonKotik for providing us with all the information. I hope we'll be able to resolve this issue together. Unfortunately, we do not resolve issues with players through the phone.

I would now like to ask RoyalGame Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hello all!

Dear PetersonKotik,

We would like to kindly inform you that we have forwarded the matter to our payments team and we will have updates for you as soon as possible.

We really thank you for your patience and understanding.

Best regards,

RoyalGame casino team

​"With all due respect, I believe that the space for explanation and repeated communication has already been exhausted. This situation is cyclical and I am no longer interested in further messages or contact. The only thing I expect at this time is the immediate fulfillment of what is rightfully mine. Please consider this matter a priority and resolve it without further delay."

​„S veškerou úctou, domnívám se, že prostor pro vysvětlování a opakovanou komunikaci byl již vyčerpán. Tato situace se cyklicky opakuje a já již nemám zájem o další zprávy či kontaktování. Jediné, co v tuto chvíli očekávám, je neprodlené plnění toho, co mi po právu náleží. Považujte prosím tuto záležitost za prioritní a vyřešte ji bez dalších odkladů."

You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt resolution, please understand that each case necessitates thorough investigation and analysis. I am sure once there is any development, the casino representative will update us posthaste. Thank you for your patience during this time!

Dear All,

We would like to inform you that we are still waiting for an update and will inform you accordingly in the nearest time possible.

Your patience and understanding is highly appreciated!

Best regards,

Royalgame.com

What update are you waiting for, may I ask?

Na aktualizaci z jaké strany čekáte, mohu se zeptat?

Dear PetersonKotik,

Thank you for your question.

To be specific, we are currently conducting a thorough verification process with our third-party financial service provider regarding the transaction.

These external investigations are essential to ensure the security and accuracy of the funds, but unfortunately, they can take longer than our internal procedures as we have to wait for their official confirmation. We are in constant contact with them to speed up the process.

We truly appreciate your continued patience while we resolve this.

Best regards,

Royalgame Casino Team

Dear PetersonKotik,

Thank you so much for your patience.

We kindly inform you that we are still waiting for the provider's final statement regarding your case.

Thank you for your understanding to the matter.

Best regards,

RoyalGame Casino Team

Dear PetersonKotik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I provided the transaction information that the casino gave me for verification, but my bank has 7 days to respond to the payment complaint that I filled out in the banking questionnaire with the specified specifications. This means that I have nothing to answer yet because I have not verified whether this transaction was actually made.

dal jsem k ověření informace o transakci kterou mi casino podalo ale má banka má 7 dní čas na odpověď na reklamaci platby kterou jsem vyplnil v dotazníku v bankovnictví s uvedenými specifikacemi to znamená že zatím nemám co odpovědět protože nemám ověřeno zda tato transakce opravdu byla provedena

I would like some advice. How should I proceed? Surely this is not the first time you have dealt with such a situation, is it? I still have not received any information from my bank ...

Poprosil bych o radu Jak mám tedy postupovat dále? Určitě takovou situaci neřešíte poprvé nebo ano?stále jsem nedostal žádné informace od své banky ...

Thank you for the update, PetersonKotik. We will have to wait for your bank to respond, as we cannot take any action regarding transaction verification. I will extend the timer for as long as it is needed. Keep us updated about any new developments.

yes of course as soon as I know something I will contact you

ano samozřejmě hned jak něco budu vědět budu vás kontaktovat

Hello, unfortunately I missed the email from my bank asking me for payment specifications. I hereby request the specifications of the payment sent by the merchant (date of execution, currency, amount, merchant name)

Dobrý den bohužel jsem přehlédl email od své banky která mě záda o specifikace platby. Žádám tedy tímto o specifikace odeslané platby obchodníkem (datum provedení, měna, částka, název obchodníka)

Dear PetersonKotik,

Thank you for your reply.

We kindly inform you that we have forwarded your request to our payments team and we will have updates for you regarding the matter as soon as possible.

Thank you for your understanding.

Best regards,

RoyalGame Casino Team

no need. no status of the matter, just detailed information about the payment you sent. Date of sending, amount, currency and merchant name, nothing more.

Have a nice day, best regards and have a nice day K*** Petr

není třeba.žadný stav věci jen podrobne informace o platbě kterou jste odeslali Datum odeslání, částka, měna a název obchodníka nic víc.

Hezký den s pozdravem a přáním hezkého dne K*** Petr

Dear PetersonKotik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We’ve reopened this complaint at the request of PetersonKotik. We received the following message:

I'm sorry but my bank hasn't written back to me yet but I won't be discouraged nothing has been resolved as it is quite clear that the information provided by the casino will not be enough for the bank. Since a very important point is the name of the merchant. Anyway, I am opening this complaint today on all possible sites similar to casinoguru and from today I will defame you, dear casino, with my evidence every day on all available platforms and gambling websites because you are scammers who buy positive reviews nothing more. You will not hear from me for the last time. I will be worse than a nightmare just for info. Even if my winnings don't reach me, this really doesn't end there and I will make you really stink

Dear Support Team,

​I find your argument regarding "data protection" in relation to the Merchant Name (Payment Processor) completely irrelevant and technically nonsensical. The name of a legal entity processing a transaction is not personal data that should prevent me from tracking my own funds.

​My bank's trace department cannot effectively investigate an incoming transaction based solely on the amount and date. To locate the payment in the interbank system, they require standard identification data.

​I hereby request the following:

​A formal Payment Receipt in PDF format, containing full sender details.

​The ARN (Acquirer Reference Number) or RRN (Retrieval Reference Number). Without this unique 23-digit code, it is practically impossible for the bank to track the transaction within the VISA/Mastercard system.

​If these details are not provided, I will immediately escalate this matter within my ongoing complaint on Casino Guru and inform the relevant licensing authority. Withholding the processor's identity while the payment is missing raises serious concerns about whether the funds were actually sent.

​I expect an immediate resolution.

​Best regards,

Thank you for the update PetersonKotik.

Dear RoyalGame Casino representative, I would also like to add that while this forum is public, all messages need to be approved by a member of the Casino Guru team before they are visible to all. If any information needs to stay confidential and only be visible to the involved parties, I can make any post private at your request. With this in mind, I hope you will be able to provide the player with the requested information, so we can continue with the resolution of the complaint. Thank you in advance for your cooperation!

Dear all,

We kindly inform you that we are checking on the matter with our payments team and we will come back to you with updates as soon as possible.

Thank you for your patience.

Sincerely.

RoyalGame Casino Team

I am adding current information to my case. The bank has again given me a deadline of 5 business days to provide further details and statements. This process is constantly repeated in a circle, which I consider to be a targeted delay on the part of the payment gateway/casino. I am attaching official confirmation from the bank that an investigation has been initiated and requesting intervention, as the standard verification processes have long been completed on my part.

Doplňuji aktuální informace k mému případu. Banka mi opětovně stanovila lhůtu 5 pracovních dní na doložení dalších podrobností a vyjádření. Tento proces se neustále opakuje v kruhu, což považuji za cílené zdržování ze strany platební brány/casina. Přikládám oficiální potvrzení od banky o zahájeném šetření a žádám o intervenci, protože standardní ověřovací procesy byly z mé strany již dávno splněny."

Dear PetersonKotik,

Thank you for your patience.

We kindly inform you that the relevant team will need more time to examine your request.

Thank you so much for your understanding.

Best regards,

RoyalGame Casino Team

Dear PetersonKotik,

Thank you for your patience.

We kindly inform you that the relevant team will need more time to examine your request.

Thank you so much for your understanding.

Best regards,

RoyalGame Casino Team

Dear PetersonKotik,

We would like to update you that our internal team is still conducting a comprehensive review of your request.

To ensure we provide you with the most accurate and thorough resolution, we require a bit more time for this stage of the process.

We appreciate your continued patience.

Kind regards,

RoyalGame Casino Team

​"I request the 'Refund Letter' or a formal statement regarding the transaction immediately. My bank (mBank) requires this document to process the claim. Your 'complex review' has been ongoing for over 14 days with no result. If I do not receive the document within 48 hours, I will escalate this to the licensing authority PAGCOR/Curacao

To the RoyalGame Casino management,

​I am writing this as a final formal request regarding my ongoing case. Your support team has been providing identical, automated responses for over two weeks ("complex review"), which I now consider a deliberate stalling tactic.

​My bank (mBank) has initiated a formal investigation (Case ID: REK119107159). To proceed, they strictly require a "Refund Letter" or an official transaction statement that clarifies the discrepancy between the claimed amount and the recorded transaction.

​Your refusal to provide this documentation is preventing the bank from resolving this matter. If I do not receive the requested documents or a definitive resolution within 48 hours, I will take the following steps:

​Formal complaint to the licensing authority (e.g., PAGCOR / Curacao eGaming).

​Escalation of the dispute on Casino Guru to "Unresolved," which will impact your safety index.

​Provision of all communication logs to my bank as evidence of "Merchant Bad Faith" to support a full chargeback.

​I expect the documents to be sent to my email immediately.

​Regards,

Hello PetersonKotik,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

​I am updating my complaint with a critical development. My bank (mBank) has officially responded to my inquiry regarding the transaction provided by RoyalGame Casino.

​The bank states that they do not see any transaction under the ARN (Acquirer Reference Number) provided by the casino. Furthermore, there is a total mismatch between the amounts. The casino is claiming a refund process for 306.03 EUR, but the original transaction the bank records show is only 257.54 CZK.

​It appears the casino is either providing incorrect data or referring to a completely different transaction to stall the process.

​I demand that RoyalGame Casino provides:

​A valid and verifiable Refund Letter (PDF) with the correct ARN that matches my bank's records.

​A clear explanation as to why they are providing data for a 306.03 EUR transaction that my bank has no record of.

​Their "complex review" has now reached a point where it is actively hindering a bank investigation. I request the Casino Guru team to intervene and demand transparency from the casino representative immediately. I am attaching the official response from my bank as evidence of this discrepancy.