Koala Royal Casino - Player’s winnings have been reduced.

I actually won 35k but when I was trying to verify myself they told me that the verification team were all on holidays. I got suss. Responded by saying that I'd like to speak to the manager to have my id verified asap. Wss taking them around 3 days to respond. They finally verified me and then I tried to withdraw. Said u could only take out 5k month so I tried to do that but it sat in pending for a week. I emailed many times and when they finally responded they told me that I was only eligible for 10x my deposit which was $30

I'm devistated can't even get onto the webpage anymore. I don't know where to go for help or if they'll just laugh at me 😒😒😒😒

Dear Nikki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

Meanwhile, I have checked the Withdrawal Policy, and this is what I found:

"All Deposits of 999.99 USD/EURO/GBP/AUD or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory when it’s applied to a real money game.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi thanks for your response. I can't remember it was late last year. If I did use a bonus I would've played it through.

After reading their 10x rule in an email I then proceeded to even ask them for the$300 which is 10× the initial $30 deposit.

My biggest disappointment here is that I won so much money and they unfairly capped it. Had I known about this rule there's no way I would've played at this casino. What I don't understand is how they have so many different games by trusted software such as boongo. How r they even allowed to have those games on their website if they r so corrupt

Dear Nikki,

Could you please forward your cashier and bonus histories to identify correctly if your winnings have been accumulated with or without an active bonus? My email address is petronela.k@casino.guru.

I can't access the website anymore as Australia has banned the website. I don't know what to do.

Thank you very much, Nikki, for your email. Unfortunately, I can't use your login information as no third party should access your account. Sharing your login information is forbidden by T&Cs and it may lead to an account closure if it’s accessed from different IP addresses and by third parties. I strongly recommend against sharing this kind of information in the future.

Since you are unsure if your winnings were accumulated with or without an active bonus and you are unable to access your account I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Lastly, I have corrected the disputed amount from $27,000 to $29,700.

Thank you.

And I wasn't sure what else to do.

Hello Nikki!

From now on, I will take care of your complaint. In order to proceed, I would like to invite representatives of Koala Royal Casino into this complaint to help us with resolving the issue.

We would like to ask Koala Royal Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

OK thanks

Dear Nikki,

Since we haven’t received any response from the casino regarding the issue. Without the casino entry to the discussion, we can't even start resolving this complaint and we are forced to close it as ‘unresolved’, which will secure this casino's rating on the lowest ranks.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.