Royal Reels Casino - general discussion (page 2)

Oh, I see — so I wasn’t responding to a genuine comment after all.

Just to clarify, I haven’t had any issues with Royal Reels. In my experience they’ve been legitimate and handled things responsibly — including respecting my self-exclusion.

I’m a bit confused about what you mean by an ACMA licence, though. As far as I know, no online casinos can legally get an Australian licence under the Interactive Gambling Act, so I’m not sure how that fits with the safety index or visibility rules. Could you explain that part a bit more?

Also, just to be transparent, I used to be quite positive about Casino Guru, but I did have a disappointing experience with a complaint I filed. The casino involved tried to negotiate with me over a self-exclusion request, which I felt was inappropriate. My complaint was then marked as resolved even though the underlying issue wasn’t really addressed. That situation made me a bit more cautious about how self-exclusion matters are handled.

Good day to you.

Yes it was a spammer; sadly, it happens. I truly appreciate you finding the time to respond back.

I agree, There’s no such thing as an ACMA license for online casinos.

That is why I mention the visibility, but I guess it was confusing—I'm sorry for that.

I meant that we simply don’t show casinos to Australian players if ACMA prohibits them. It’s not about casinos being "ACMA-licensed" (because that license doesn’t exist in the terms of a standard license); it’s just about respecting the regulator’s guidance.

About your complaint: please tell me more about the part you feel wasn’t addressed so I can respond better. Only if you want to, of course.

To be clear, the complaint system primarily addresses payouts. It can’t really "punish" a casino for inadequate user experience or poor communication, even though those things matter a lot. I mentioned that because the payout outcome is usually the bottom line of each case.

Let’s see if we can make sense of what happened together.

Thank you Radka for your nice reply 🙂

I understand better now. I think I'd like to leave it there if that's ok.

I appreciate the work Casino Guru does, and I respect the effort that goes into helping players. I wish you and the team all the best going forward.

Oh, thank you for your lovely words.

If you ever need anything, we will be there for you. It's a bit early, but I'd like to wish you a merry and lovely Christmas. ✨🎉

Matej, can u help with royal reels casino. They wouldn't accept any of my identification as they claimed it was screenshot or edited or unclear or ehat ever else excuse. They wont pay 1500aud

Hello, Matej is not here, but if you need to lodge a complaint, please do so anytime.

Based on this description, can you perhaps send the casino only the original form of any document or more quality photos? I mean, even though I cannot speak for the casino, the current reject reason gives clues, so I would try to try again, keeping those clues in mind.

Or has the casino already decided that the KYC could not be successful and voided the winnings? In any case, the complaint is in progress, it seems—the mediators will do what they can.