Royal Oak Casino - Player's winnings have been confiscated.

Support email you then ignore you.

I had £500 rejected as a withdrawal as they said was a problem they put it back into my account 3 months later, when I got the money back I played a little and won withdrew the £500 which I have not and I got the winnings up to £2002 now Royal Oak claim that they put a cash bonus into my account of £8.85 which when I’ve gone back over my play that was never there my balance never had .85 in it always .00 I got my balance up to £3020 with Royal Oak you can’t withdraw it all at once has to be £500 at a time. On Wednesday I went onto my account and my balance was £0 they didn’t tell me anything til I emailed them and they say I breached terms and conditions and they took all my money off me which I can’t understand I had £2k before this mystery bonus so how can they take my money off me I had prior to it I still stick to fact no bonus was given I just think they’ve saw I was winning and tried to steal my money away from me like thieves

Hello Neil,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Did the casino specify which rule was breached?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your emails, Neil. I see that the casino accused you of breaching this term from T&Cs:

"Placing total bets equal to or greater than 30% of the value of the smallest Cashback Bonus currently in play."

Do I understand correctly that you received a cashback bonus and instead of playing with it, you canceled it? Could you please forward me your bonus history?

Hi

I didn’t even know they had given me a cash back but when I go back over my play history I can’t see it on my balance they say it was £8.85 and when I go over my balances during the time the claim this my balance never has .85 in it. When Royal Oak did this I already had a cash bonus of £2002 in my account and there is no way that that should have been taken away from me as that was won fair the other money shouldn’t have been taken as no bonus was added or asked for. I have added when the claim the bonus was added and the game play as you can see the balance adds up and there £8.85 is never added, to me this seems like 👍🏻 be won so they’re trying to cheat me out of my winnings

Hi

i was given a £50 bonus on this day 19/02 which I cancelled and the cash back wasn’t in there. The money was all mine as Royal Oak had to put £500 into my account which was already mine from a previous withdrawal it took them 3 month to put a rejected withdrawal back to me. I played with all my money no bonus and there trying to cheat me.

Thank you very much Neil for your cooperation so far. I will now transfer your complaint to my colleague Nick (nikolas.b@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 soon.

Hello Neil,

I'm Nick and I'll be assisting you from now on. I would like to ask Royal Oak Casino to join us and help us resolve the player's issue.

Perfect I would like that too.

Hi Nick,

have you heard anything from Royal Oak? They seem to still be ignoring me if I send them any emails.

Hi

to add to my story I played this weekend same time as time in question and I deposited almost same money but this time I lost fair enough but I’ve not been given and cash back yet when I had a balance of £2002 I got a magical bonus so they could take my money off me or so they thought

Hello Neil,

Unfortunately no answer came from the casino yet. I will extend the timer by 7 more days but please note that if they will fail to respond within the given time, we will be forced to close the complaint as unresolved, which may then negatively affect the casino's rating.

Hi

they messaged me yesterday saying I broke the terms and conditions but I don’t think I did at all and if they did say I did I had a £2002 balance which was my money no bonus attached and they think it’s legal to do this by putting a magical cash back in yet I’ve not had that again.

Dear Neil,

Unfortunately, we haven't receive any respond from the casino. I'm really sorry that we could not do more but as they are non-responsive, there isn't much we can do. As the complaint will be closed unresolved, it will negeatively affect the casino's rating even further and other players can read about your issue.

Be sure to check our top recommended casino and to avoid those with very low rating.

Regards,

Nick