Regals Casino - Player's account has been blocked.

Hello.

I can no longer log in to Regals Casino and withdrawals are no longer possible.

To explain the situation,

I won a prize of $7813 and made a withdrawal.

At that point, I submitted my identity verification documents and got approval.

The maximum withdrawal amount at this casino is $400, so I was withdrawing 400 at a time, but when I withdrew a total of $1600 four times, I was unable to log in and $6200 was not returned. .

Please respond so that I can withdraw money.

Dear yasumasa,

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 to make sure I understand the situation completely.

Have you accumulated your winnings with or without an active bonus?

When exactly did the casino block your account? Have you received any explanation about the reason your account was blocked? Could you advise if your account was blocked temporarily or permanently?

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

Best regards

Veronika

Dear yasumasa,

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.

Accumulated winnings with or without active bonuses?

A.It is difficult to understand the meaning of the question exactly, but the winning money was generated from the deposit bonus, and the withdrawal application was made after the wagering requirements were cleared.

When did the casino block your account?

A. I was suspicious that I hadn't made a withdrawal for a while, so I tried to log in to the site around July 1st, but it was already in a state where I could not log in.

Have you received any explanation as to why your account was blocked?

A. There was no explanation from the casino site.

Could you tell me if your account was blocked temporarily or permanently?

A.I don't know the details.

When was the last time you spoke to the casino customer support? Have you asked them why your account was blocked? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

The last time I spoke with customer support was around May when I inquired about a withdrawal request. There are no records of it.

I am sending an email asking why I was blocked on July 4th. I will forward it to veronika.l@casino.guru.

Thank you very much, yasumasa, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi yasumasa,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Regals Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

We would like to ask the 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 may negatively affect its rating.

Dear yasumasa,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas