Royal Jubilee Casino - Player’s winnings have been cancelled.

Approx before 5-7 months i registered on this site deposit arround 1000₹ in this casino site now after 4-6 months i winning huge in this around 25k.

Now I talk to customer support team and they are saying they are given withrowals in astropay and Skrill or much better only and now I deposit 1000₹ around using astropay now i request a withrow request of 10000₹ in this now.

And now they sent me a mail for my documents i given all my documents as aadhar card pan card and utility bill and selfi with aadhar

And now i gave all my documents to this site after 2-3 days i received 1 more mail in this saying they are asking for me to take a selfi with newspaper

And now i gave this also

And now after 2-3 days final mail received in this saying that my documents could not passed in this their review team.

I ask many time why my documents not passed they are given me 1 more reply and now they are not replying my mail.

on site Asking customer support they are saying pls mail to my banking departmen now they are replying me pls help me.

After many days and tired from this site i compaint here against this casino site.

Pls help me

Dear Vikash400,

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. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

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.

Ans - i am give u fully information

My ans is below in ur question

1- Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification?

Ans - no my winning is not cancelled till last time I opened my account

Yes account blocked due to verification not successful they are not give me satisfied reasons for not successful kyc and also not reply my mail.

I am 100% sure my documents is fully satisfied their procedures but they are not verify my account because of huge winning in this and they are not giving any satisfied reason

2- Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

Ans - Yes i giving fully all personal document as soon as possible.

3- Have you been advised what was the exact reason not to verify your account?

Ans - No, not give the satisfied reason for this.

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

Ans - my winning from real money not active any bonus in my account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Thank you very much, Vikash400, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

I need answer why my kyc not successful means which documents is required by royal jubilee casino i already given him

I need a proper answer from casino about my kyc why my kyc not successful means any issue in my documents

I m not understand what u say now

Dear Vikash400,

I have reviewed this thread as well as the provided screenshots of your communication with the casino. From now on, I’ll be taking care of your complaint. I’ll contact the casino team to see if I can help.

I would like to invite the representatives of Royal Jubilee Casino to join this conversation.

Dear casino team,

Could you please specify the reason why the documents Vikash400 provided, as requested, weren’t accepted? Any relevant evidence can be forwarded to andrej.p@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 Vikash400,

Please be informed that we managed to get in touch with the casino representative who informed us that the reason why the casino concluded your identity verification checks as unsuccessful is that there are grounds to believe that the documents you provided were not genuine. Thus I’d like to kindly ask you to forward the information you’ve provided to the casino team as part of the verification process to andrej.p@casino.guru. You can also upload the information directly to this thread. Any sensitive information will be marked as ‘Private’.

Thank you in advance. I’m setting the timer for 7 days.

Dear Vikash400,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply or provide the requested information in the given time frame, I will have to reject your complaint.

Dear sir

My provided documents is 100% genuine, 100% legal.

My winning is too much high for the casino.

They do not want to give my payment as well as they are not giving my email reply.

If my documents is not genuine they can tell me in my email.

Why they again and again tell me in my last reply which I got that your documents is not passed in our procedure why?

They are giving u misleading information about me.

Kindly help me pls.

Dear Vikash400,

Thank you for the reply. Please understand that to proceed with the investigation and to properly access your case, we will need to review the information you provided to the casino as part of the verification procedure. Thus, as mentioned earlier, I’d like to kindly ask you to forward the information to andrej.p@casino.guru.

Thank you for your understanding.

I sent a mail to u sir pls chk and investigation i this

Dear Vikash400,

I’ve received your e-mail, but it doesn’t contain the requested information. Given the casino’s allegations, what we need to be able to proceed with the investigation of your case is the exact documents (images) you’ve sent to the casino via e-mail or uploaded to your gaming account for verification. Please include the documents as e-mail attachments. Please note that I’ve also replied to your e-mail. In case anything is unclear, please let me know.

I’m setting the timer for 7 days.

Dear Vikash400,

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.

Dear all,

Unfortunately, Vikash400 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.