Royalen casino experience (page 2)

Thank you for explaining what happened to you at the casino. I would appreciate it if you could keep your posts updated. Feel free to post again whenever you have any news or learn something new.

What I am most interested in regarding your case, even though I can see you have already opened a complaint with us, is the reason the casino gave for confiscating your winnings. What exactly did they tell you? What was the alleged rule or term they claimed you had violated, especially if, as you said, it was not even included in their Terms and Conditions?

Hello Jaroslav,

Thank you very much for your interest in my case and for asking about it here in the forum.

The alleged reason for the casino (Royals):

The casino is stubbornly citing its bonus terms and conditions and claims that my winnings were achieved using bonus funds. Therefore, they want to cap the winnings at the maximum bonus winnings limit of €5,000 and keep the rest.

Why this is demonstrably wrong and pure arbitrariness:

1. The wagering requirement was already met: Before I won the €25,000 jackpot on Big Bass Splash, my bonus wagering requirement had already been fully and successfully completed. My balance had already been converted into real money by the system.

2. The casino's own software contradicts management: I included screenshots in my complaint showing my profile and wallet at the time of the win. They clearly state: "Blocked by Bonus: 0". The casino's own system therefore declared the money as 100% real money. Every subsequent game was a regular real money game.

3. Massive pressure in the live chat (July 6, 2026): Yesterday, the support employee "Sadie" vehemently pressured me in the chat to immediately withdraw the remaining €4,000. At the same time, she threatened me: "If you continue playing with the €4,000 balance and win more, further winnings will be confiscated too."

My conclusion:

The casino is completely contradicting itself. On the one hand, they declare the money as real money after the wagering requirements are met, but on the other hand, they threaten me in the chat with the unlawful confiscation of any subsequent winnings to pressure me into a quick withdrawal of the €4,000. They are clearly trying to close the case hastily and create a fait accompli before the CasinoGuru team can fully review the matter.

I have uploaded all the evidence (system status "Bonus blocked: 0" and the complete chat log from yesterday) in my official complaint and will keep you updated there and here.

I am currently issuing an urgent warning about this group, "Aveazure SRL". As you can see, dear community, they are not paying out large, legitimately won sums and are acting arbitrarily.

I understand your case and what the casino is saying regarding the bonus, so I am very curious to see how this will ultimately turn out and how it will be resolved.

I think the casino could have handled this situation better if they wanted to prevent something like this from happening. For example, we have recommended to some casinos that after a player completes a bonus, there should be a pop-up or notification informing the player that they need to withdraw the funds before continuing to play. Another option would be to apply the money cap immediately, so the player knows exactly what amount is available and can continue playing without any confusion.

Of course, if you completed the wagering requirements for the bonus and the casino was showing the funds as real money, then I do not really see a reason why they should refuse to pay those funds.

Also, regarding what they told you about not playing with the money because any further winnings would be confiscated, I would definitely avoid playing until this entire situation is resolved.