Regals Casino - Player's account was blocked due to gameplay similarity.

Deposit at participating casinos to receive bonus money and play slot games.

Play and withdraw from slot games that are not bet restricted or prohibited games in the bonus terms and conditions.

After that, there was no problem with account verification, and the withdrawal amount was $ 400 two or three times, but one day, even if I suddenly applied for withdrawal, it did not come out. When I contacted support, I was told that the withdrawal was not possible due to additional authentication of the account.

I told him that I would like to cooperate with him, so please let me know if there is anything I can do, but today, when I opened the site and tried to log in, I found out that my account was locked and I could not log in.

After that, when I contacted support because I didn't know the cause, I was told that my account was closed because the gameplay was similar to other users, but I didn't understand it and the chat was cut off. is.

To be honest, I am in trouble because I do not understand the meaning, so I will post it to this casino guru. thank you.

Dear minaryo,

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 properly.

When did you send the documents for additional verification? Could you please confirm if you have passed the additional account verification?

Could you please provide me with the link to the bonus you used?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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

Best regards

Veronika

Thank you for contacting me.

The first time I was asked for kyc was on 4/19. At that time, I was asked to submit my ID, resident card, and payment method.

After that, on May 26th, I received an email saying that kyc authentication was completed, and I withdraw $400 a few times, but after that, I received a message from the casino saying that they are conducting additional verification of my account, so please wait. It is a situation that I have been contacted.

Regarding the additional verification of the account, I was told that there was no need to send new materials, so I had no choice but to wait.

Regarding the type of bonus, I remember it was either a first deposit bonus or a reload bonus that you can receive on the weekends.

https://regalscasino.com/en/promotions/kingdom-wb-1st-deposit

https://regalscasino.com/en/promotions/monarch-weekend-reload

Thank you very much, minaryo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Hello minaryo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Regals Casino to join the conversation.

Dear Regals Casino,

Can you please explain why you blocked the player account? If the information can't be shared publicly please send it to me at michal.k@casino.guru

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 minaryo,

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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal