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 the groups " Aveazure SRL", "Novatrix SRL", and "Stable Tech NV" . 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.

I can say with confidence that this casino is quite good. There are many games - some popular, some not so popular, but all interesting.

Hello Benedek,

Could you please describe to us what exactly is so good about the casino?

Thank you.

Hello, two things: if you want to post new information or questions, write a new post because no one else will notice your edit. Tags do not work here, and once-read posts are no longer in our grasp. Please consider using the reply or quote button to reach out to a specific person or post.

Thank you.

A question for the CasinoGuru team:

I see that Royalen has a security index of 3.7 (low) and my complaint has not been publicly answered despite multiple requests within the deadline.

At the same time, I get the impression that there is also positive feedback about the casino, and that it's rated with a thumbs up by Radka? Could you explain how these assessments fit together with the low security index and the casino's lack of responsiveness?

I'm interested in how CasinoGuru weights these factors when evaluating a casino.

Thank you.

Hello, I've been following this case for a while now and I'm wondering why there's no resolution yet. Based on the information in the thread, the whole thing seems questionable to me. I also find Royalen's connections to other casino brands interesting. I was actually planning to deposit there, but after this open case, I'm being cautious. Is there anything else being investigated, or are they just waiting for a response from the casino? Thanks.

Thanks for your question.

Well, I think it's important not to mix together several different parts of Casino Guru's platform.

A "like" on the forum is simply a reaction to a specific post. It isn't an endorsement of the author's overall opinion, nor is it connected to the assessment of a complaint or the casino itself.

The Safety Index, casino reviews, player feedback, and complaint resolution are all separate systems with different purposes and evaluation criteria. Looking at one of them in isolation, or assuming that a forum reaction reflects our official position, can easily lead to the wrong conclusion.

Simply put, my "like" has no relation to anything you mentioned in your question.

Thanks for your feedback, Radka.

My concern isn't so much about the likes, but rather the external perception. Would it be appropriate, in your opinion, to specifically ask for verifiable details in positive forum reviews, such as whether payouts were successfully received or how long the verification process took, etc., so that the assessments are more understandable for others?

Hello, thank you for your post. These are exactly the points I have open questions about as well.

As far as I know, CasinoGuru and Samuel are currently still waiting for a reaction from Royalen and for further details after the lack of a statement.

I also think it's important to create transparency in such a case, especially when players are considering depositing money there and claiming a bonus.

From my perspective, the issue in my case is not only the amount withheld, but also whether bonus conditions can still be applied to subsequent real money winnings after the bonus has been completed. In my experience, these conditions were not sufficiently clear, which is why I find the procedure problematic and opaque.

In my view, this situation raises the question of whether a player has a fair chance under such an interpretation: In the event of a loss, the player bears the risk, while in the event of a larger win, the casino could later invoke a limitation.

I would recommend that everyone take a close look at the complaint and form their own opinion of how things unfolded. For me, this is also about fundamental transparency in dealing with players.

You are welcome. I would start with the fact that forum posts are not meant to be verifiable and are not casino reviews in any case. In my opinion, that pretty much takes the rest off the table.

I mean, the text clearly shows that it doesn't even focus on the casino. :-) On the other hand,

today we just had a long discussion with Jaro and Daniel about how much current text submitted as user reviews (not forum posts) adds value for the reader and not to the writer. We had to admit that the current environment views reviews differently and aims to enjoy the "sharing" without facts rather than focusing on the real value of text we are used to reading as players' reviews.

Call me an old-school person, but in my opinion a review should concretely describe experience with exact dates or any other description rather than "nice, good, excellent, quick, poor or unacceptable." None of those help the reader; they just help express the writer's feelings. However, players view that differently, it seems.

Hello Radka,

Could you please do me a favor and contact Samuel to find out why he hasn't responded to the unresolved complaint against Royalen Casino for 4 days?

I find it absolutely unacceptable that he has not reacted to such a large sum of €22,500 that was wrongfully withheld.

Since the case has not been updated, the casino has now been spared the well-deserved "Unsolved" label for 7 days.

Thank you so much for your help and support in clarifying this.

Hello, I understand it looks pretty weird from your side, so surely, let me send a quick note. I would personally say that Samuel is off the office or is hunting down other possible contacts from affiliate groups; that's what I know mediators do when things look this way....

But hey, I get it. Sending a note.

I'm sorry to have to deliver negative news; there has been no progress. Samo is closing the complaint today. I'm sincerely sorry we were unable to find anyone at the casino to join in the complaint and work toward resolution.

Thanks for the feedback, Radka.

What happens to the casino's index of 3.7?

Could you please give me your email address or that of your colleague, where I can expect a quick reply? I have a question regarding my complaint that I don't want to post here.

Thank you

You are welcome.

Well, it's all written in the guide—how unresolved complaints affect the casinos' safety index. Short version: Based on the severity represented by the points, the Index will most likely drop deeper. I cannot provide any emails; we aim to keep all facts visible on the forum or in the complaints. I appreciate your understanding in this.

Is the case still unresolved? So the money was withheld? Unbelievable, I can hardly believe it. To everyone out there: don't play here, new players will probably need to be warned.

I almost started playing there, luckily I found out about this now. It's clearly a case of fraud. Not even Radtke from Casino Guru could solve the problems. So, justice for the player is being seriously violated here.

LG, stay away from these casinos, that's my recommendation.

Hello, yes, money was withheld or confiscated unjustly.

@Radka: I see the case is still open? How is that possible? The casino hasn't responded to my complaint and still hasn't received the unresolved stamp and the corresponding index downgrade. You said it would be resolved today?