Royal Oak Casino - Player is requesting a refund.

Dear Tanhug,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?

Do I understand correctly that you have deposited funds into your account, but they have never been credited correctly to your casino account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The money has come to my closed game account and I can’t play it. It should be transferred to my bank account !!!

That is, when I made the complaint, the money was not in my account even though it had left my bank account. Now it has been "found" and put in my closed game account!

so i can't play it so it has to be transferred to my bank account….

Thank you, Tanhug, for your reply. Have you played any of your deposited funds, or they’re still untouched inside your account? Have you been asked to verify your account before a refund can be processed?

I have played but that one deposit but "lost", now came the message that the 3.9 account will be reopened so everything is ok 😊

Thank you very much, Tanhug, for the update. Do I understand correctly that the problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

If their promises hold true then they must be closed. The account should open 3.9

thank you

I understand. Please keep me informed.

👍

Hello Tanhug,

Have there been any developments since our last conversation?

Was your account reopened?

Dear Tanhug,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.