RoyalistPlay Casino - Pelaajien kotiutukset viivästyvät ja voitot takavarikoidaan.

This casino refused my withdrawal of my winnings once the bonus was converted ($1500 after meeting the rollover terms). They said that they had "analyzed" my play and found signs of some type of tampering which is completely bogus. I only played slots. They also refused my withdrawal of my initial deposit of $150, always asking me for more documents as proofs of address etc (government issued, bank statement, etc) which they end up refusing. The chat and customer service are inefficient, simply repeating the same thing in their correspondance. Impossible to speak to a real person. I am at my wits end with them.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalistPlay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your account is still accessible to you?
• What games did you play to accumulate your current balance in the casino? (which slots or game providers)
• Have you played at home or in other locations?
• Which device have you used to play?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Elleinad,

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.

Hi!

i sent you some screenshots to add to my complaint. Not sure if you added them but i will try and answer your questions.

1- yes, my account is still accessible because they tell me that in order to close my account, there cannot be a balance. However, they refused the witgdrawal of my initial deposit (which is fhe current balance in my account), stating that they need more documents, including a bank statement, in order to let me take out my money. My bank told me not to provide such statement and they keep refusing all the documents i have already submitted so i am stuck!

2-my current balance us my initial deposit required to obtain the bonus. I only played casino slots and used my smartphone only. After rollover was met, my winnings were converted and added to my account balance, totalling $1,500. I sent you screenshots of that eight after i deposited my complaint but i’m adding them here for you to see.

3- i only played on my smartphone and at only in my home.

4- i have been through my email exchanges with Royalist, and messages on the message board of my acvount where they were justifying refusing the $1500 withdrawal, accusing me of having played in a way that suggested some tampering so i can add it. So far, i cannot find it but i will add it here as soon as i do.

Hopefully, these informations and the screenshots will help.

Hi again,

i found the email and my reply and i took screenshots to submit with my previous reply to you.

thank you. I appreciate your help!

Dear Elleinad

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, Michal ([email protected]). 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,

Tomas

Hello Elleinad,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite RoyalistPlay Casino to join the conversation.

Dear RoyalistPlay Casino,

I respectfully seek clarification concerning the actions or gameplay of the player that were considered violations of your terms and conditions, which resulted in the decision to confiscate the player's winnings. Additionally, I request your clarification on why the refund of the player's deposit has still not been processed from your end.

Should there be any pertinent factors related to this case that cannot be disclosed publicly, I kindly ask that you communicate them to me directly at [email protected]

Thank you for your help, Michal! I am looking forward to the RoyalistPlay Casino. I expect that regarding the refund of my own deposit, they will say that i haven’t submitted documents that met their requirement and that refused on that basis. I have submitted several documents, including my government issued driver’s license with my picture my name and my address on it. The other documents had my name and address on it and two of the documents had a recent date on them (a hydro bill and an income tax letter which are in french but the info is clearly there) so that should be sufficient. It makes me very nervous that they keep asking for more documents and i don’t understand why they can’t accept the ones i submitted.