HomeComplaintsPlay Regal Casino - Player's withdrawal is delayed due to account issues.

Play Regal Casino - Player's withdrawal is delayed due to account issues.

Amount: €174

Play Regal Casino
Safety Index:Very low
Submitted: 03 Nov 2024 | Case closed : 17 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 week ago

The player from Spain faced issues withdrawing funds due to mismatched account information that prevented updates, despite the approval of documents. The Complaints Team attempted to gather more information by requesting clarification on document discrepancies and the use of a card. However, the player did not respond to the inquiries, which led to the rejection of the complaint due to a lack of information for further investigation.

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3 weeks ago
Translation

The worst casino ever!!! They take forever to approve your documents, and even after they do, they won't let you withdraw your money because the name and surname on the account don't match what's on the card. But they also won't let me update the account information. I've been asking for help for months, and they just keep messing with me. I've already reported it to the police, and anyone who has complaints about this scam can contact me for my documentary video on this mafia.

Automatic translation:
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3 weeks ago

Dear anacarmonabr,

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. 

  • Which documents have you provided so far?
  • Could you please clarify why the name on the card doesn't match the name on the casino account?
  • Did you use someone else's card to make deposits?

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

Best regards,

Kristina

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2 weeks ago

Dear anacarmonabr,

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.

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1 week ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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