The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored. We ended up closing the complaint as ‘unresolved’ because the casino stopped replying.
Regals Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Black points: 472
Amount: €1,000
Regals Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
Regals Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
3 years ago
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3 years ago
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This casino enabled me to re-register with completely the same master data, despite the entry in the Oasis player file. My account is not blocked either, although, as I said, I am in a lock file that the provider must adhere to. There is a € 1000 limit of deposits that the provider adheres to. I have now lost exactly this € 1000 and am constantly being triggered to continue to deposit somehow. The provider apparently does not respect gambling addiction! I will report to the Oasis authorities, but still ask for my deposited € 1000 back. Player protection doesn't seem to be very important to the provider. I definitely don't want my e-mail address to be published here!
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3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I have checked the Responsible Gambling section on the website, and this is what I found
https://regalscasino.com/en/responsible-gaming:
„RESPONSIBLE GAMING
We at RegalsCasino believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at RegalsCasino, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@regalscasino.com and ask to terminate your RegalsCasino account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:
Gamblers Anonymous, GamCare, Gambling Therapy"
Is this support@regalscasino.com the email address that you have sent your email to?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Thank you very much, Stefan, for the forwarded email. Could you please advise when and how did you self-exclude from this casino in the past?
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3 years ago
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I have no idea - probably a long time ago. When I want to log into the old account, the message appears: Closed due to gambling addiction
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3 years ago
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The following fact is interesting. I signed up today at allreels Casino from the same provider and won € 2,400. I wasn't registered here before. I do not get these winnings now because gambling addicts who have created an account on a partner site such as burningbet or Regals Casino are not allowed to make winnings. They do not reimburse losses, but neither do they pay out profits. Clear fraud in my eyes. Do I have to open a separate case for each of these casinos? All the same provider. Brash is hardly possible. For allreels, I just opened the case with screenshots
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3 years ago
Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time without supporting evidence that you have requested a self-exclusion in the past.
Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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3 years ago
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Amazing. Not even the provider doubts that my account is closed due to gambling addiction. I am not receiving winnings from a sister casino because I am blocked on a partner site. You can always lose. As you can see in the screenshots, I wanted to close my account, which has not yet been done! I can still log in. Search is so important to the provider
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3 years ago
If you wish to permanently self-exclude yourself, I would recommend sending an email including all the relevant information to support@regalscasino.com. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Please keep me informed.
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3 years ago
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I've already done that. I have already forwarded this e-mail to you by e-mail.
I forwarded the email again. The provider still does not close my account. But with the provider allreels, which belongs to the group, you close my account because I am addicted to gambling with burningbet, which also belongs to it. Just so you don't have to pay the winnings. And here at Regals, despite email, they leave it open to earn even more money. The group does not act fairly and rigorously
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3 years ago
I received the email that you have sent, as a reply to a bonus offer, on 11/09/2021. Please understand that if you don't mark the subject of your email correctly it's going to take more time for the relevant department to identify it and apply the self-exclusion correctly.
Could you please advise if you have deposited any funds into your casino account after the September 11th?
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3 years ago
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I sent a screenshot. The account is still open. This casino allows deposits, but withdrawals will not be processed if you win after reporting your searches. See my complaint about allreels. It's really sobering what greedy providers there are
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3 years ago
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Can you please remove the screenshot with my personal data as soon as possible? Incredible
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3 years ago
I can remove it if you wish, however, it is marked as sensitive hence not visible.
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3 years ago
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It is only now marked as sensitive. Thanks. I don't want it to be visible in real names
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3 years ago
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Thank you, I sent the history of the casino
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3 years ago
Do I understand correctly that you have sent an email to the casino informing them about your gambling addiction on September 11th (17:23) but those three deposits of €200 each have been placed earlier that day (11:30, 11:34, and 12:23)?
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3 years ago
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Unfortunately, due to my addiction, I completely lost track of exactly how much I lost there. The provider deliberately does not close the account on purpose!
I am now sending two current screenshots of today's losses. The casino's promotional emails also hit new highs as I lose more and more.
The regalscasino, all reels, dozenspins and stalario as well as burningbet all belong to altacore reveals every simple Google search. I'm banned from all casinos. Only Regals refuses and allreels just doesn't pay out winnings. It couldn't be more brazen. Today I lost € 400 alone.
They are now also starting to call me and text me. They know very well that I will continue to deposit. And then, as with allreels, possible winnings will not be paid out because I am blocked in the sister casino. But apparently you benefit well from the losses, because you haven't really helped so far
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3 years ago
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Please wait a moment. I placed three withdrawals. Now we can see whether the provider is reputable or whether he cancels the winnings here too, just because I suddenly want to pay out.
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3 years ago
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The provider is delaying the payment and is now sending me a lot of advertising. I wrote another email that I finally want to close my account. I want the provider to reimburse me for the stakes since the deliberately disregarded email.
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3 years ago
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Since the provider obviously knows my addiction and problems, and I have tried to close the account several times by email, I have now lost the last of my money. In the one week that the casino refuses to close my account, I lost another € 1000. It would be really good if you contacted these nasty vultures once so that my deposits are refunded from the time of the first email.
The advertising emails almost explode because the provider knew that I only need enough incentive to lose everything.
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3 years ago
Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Stefan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Regals Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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The casino is aware of the problem that my account has remained open for over a week. The email with the request for exclusion, which was ignored for over a week, is available to Casinoguru. Please warn other players about the machinations of regalscasino. Fortunately, every possible new customer can read here how brazen the casino is.
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3 years ago
Dear Stefan,
This player registered with us on 2021-09-11.
They were able to register because they were not previously registered with us and was not excluded for any reason from our brand or partner sites.
On 2021-09-11, we received an email from the player that we have to return him all their deposits because they had a gaming addiction, which had not previously been mentioned anywhere on our website or in chat with technical support.
We take gambling addictions seriously, for which is the reason why we have a process in place. This means that we close a player’s account with immediate effect after they request it via e-mail.
In their email to us, the player did not request or even indicate that they wanted to close their account and a check of their account by our Fraud and Risk Department began.
On 2021-09-19 the player sent a new email, following our process, requesting to close their account.
According to the Terms and Conditions of the brand:
7.4.You can delete your account only if you do not have funds in the balance and/or there aren't any withdrawal requests in the course of processing.
The player had an active withdrawal request which made the immediate closure of their account impossible at that moment. The player was notified by email about this action. Their request would be fulfilled after the withdrawal would have been settled.
As soon as the player canceled the withdrawal request, they used the funds and there was no balance left in their account, it was immediately blocked and the player was notified of the account closure.
From our side, everything was done by regulations and T&Cs of the brand.
After an analysis of the player's playing behaviour, it is obvious they are trying to refund their deposits after losing and referring to gaming addiction as a way out of it.
Also, when registering, the player agrees to the rules of the website, which clearly states:
2.6. By creating your account, you guarantee the following:
● You understand and accept the existing risks of losing your money by using the services of the Website;
● You are at least 18 years old. If you are under 18, please close our Website;
● You are not banned from gambling;
In this case, the player is trying to justify their actions by referring to gambling addiction while making deposits, playing with their balance and then trying every possible way to get refunded for their loss. Although we take gambling addiction very seriously and do our very best to protect players, we consider this case as a sign of fraud. According to the T&Cs of the brand, the player's account is closed and they are no longer allowed to play.
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3 years ago
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Terrible casino. Casinoguru has received the mail from the self-committee after I paid another € 1000. You deliberately didn't close my account for over a week. Casinoguru noticed that too. Also curious that I supposedly did not have a previous account here. Although the account was also closed due to gambling addiction. You bend everything as you need it for your profit. All you need is a new email address and you can log in with exactly the same data. Even if you have gambling addiction in a file
The fact is that you haven't answered my request for over a week and I have happily continued to deposit. Only after the second email did you finally react. Casinoguru has received all of the e-mails. If you do not reimburse the stakes after your account has been closed, Casinoguru will lower your rating. To be honest, that's even more important to me because other players need to be warned about your machinations.
You definitely haven't tried everything to protect the player. Casinoguru will undoubtedly rate it that way.
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3 years ago
Hi all,
Thanks for your replies. Let me put the whole situation into perspective.
- 11.9.2021 Stefan made three deposits of €200 each at 11:30, 11:34 and 12:23
- 11.9.2021 at 17:23 Stefan informed you about his gambling addiction
- 17.9.2021 he was able to make another 2 deposits of €200 each
This would mean that he was allowed to make 2 deposits when the casino was already aware of the fact that he was addicted to gambling.
The other issue is, if the player filled the same personal information in the registration form (except for the email address) as before, why was he even allowed to make a deposit?
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3 years ago
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I made 6 deposits of € 200 each after the casino ignored my request for several days so that I could just keep depositing. I can also prove this with my bank statement. Regals already knew that it was worth keeping my account open. Although gambling addiction is supposedly taken so seriously ...
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3 years ago
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Incidentally, I also have screenshots that show that the casino has blocked every attempted withdrawal from me. The requested amount has always exceeded the allowed amount. Even after a number of times I've wagered the amount. It is more than obvious from my point of view that this casino has deliberately taken advantage of my addiction. The fact also shows that suddenly there is no longer an answer because you have to reimburse something so that the rating does not slide into the basement.
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3 years ago
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So much for the seriousness of the casino - the casino doesn't seem to answer or refund anything despite your request. Please warn other players about the casino, which obviously doesn't care about gambling addiction. To ignore my desire to close my account for addiction for more than a week is quite significant. And if you have no arguments and are supposed to repay the money, then you just keep silent. At least the rating, which will soon be adjusted downwards, will warn other players before registering.
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3 years ago
We would like to ask Regals 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
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I have seldom looked forward to the lowering of a rating so that if possible nobody registers there. You can and really only have to warn against the provider. Thanks @casinoguru for your work!
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3 years ago
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You reject a parallel complaint in which Casino allreels has obviously falsified receipts. Here and in this case you can see how criminal this casino is. None of the group’s casinos pay any attention to gambling addiction. One is only after profit. Otherwise, as this case is more than clear, the casino would have refunded the amounts long ago. It's a shame that affiliate income is more important to you than a real defense of the interests of your users.
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3 years ago
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Please warn other players urgently about the entire Altacore nV it is probably really obvious that the provider is deliberately not doing anything about addiction. Only greed seems to matter. Otherwise the provider would have continued to answer a long time ago, showed some conscience and refunded the money. Fortunately, everyone reads this and hopefully never signs up! Please think drastically after completing the evaluation.
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3 years ago
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The casino stopped responding as expected. From my experience, all altacore nv casinos are so greedy. My account was purposely not closed for over a week. Meanwhile, I deposited € 1,200 and the provider deliberately took advantage of my addiction. The provider is aware of this and does not respond as there is no way to falsify these true statements. Warn other players never to register here! The provider will already notice that fewer new users are registering due to the devaluation that will soon take place. Not worth it to earn € 1,200
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3 years ago
Hi Stefan,
I’m afraid, there is not much that can be done without cooperation from the casino. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
