Royal Palace Casino - Player’s winnings haven’t been received yet.

I hit a jackpot on your fire ball. I spoke text with the host via Facebook message. She said that she was going to have her boss call me in the morning and still haven’t heard back. The next morning, I spoke to someone else, a woman that laughed said it was a joke and proceeded to tell me off. Here’s the deal, I hit the major, and have two pics and 5 witnesses. This happened two days ago and still nothing has been done to make this right.  I gamble and spend good money for jackpots like this.

I would like to hear from someone ASAP.  

Thank you, 

Maria V***

Dear Nenafo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They already said they weren’t going to pay.

Thank you for your reply, Nenafo. Have you been informed why the casino decided to cancel your winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I tried to get them in there all in order but I don’t think they got sent that way. I emailed them to your email as well. Please let me know what else I can provide.

Anything new?

Is there anything new on this?

I am afraid I am still not sure I understand completely what happened here. Do I understand correctly that the jackpot winnings have not been credited to you?

Could you please forward me your full game history in excel sheet or PDF format? My email address is kristina.s@casino.guru.

Yes.

let me explain wha happened.

I was playing fireball online. In order to hit the jackpots on fireball, you must hit the bonus, which requires 4 or more fireballs. If one of the jackpot amounts comes up in the initial spin, or during the bonus spins, you hit that jackpot. Well, as you can see in the pics above, I hit 5 fireballs which should have initiated the bonus and automatically paid me the jackpot along with the other four balls that landed, then send me into the bonus spin. Well, it paid me nothing, nor sent me to the bonus rounds.

I play with the intents of hitting something big, as I did when this jackpot hit. When explained and sent the pic to the 1st host, she said she would talk to her boss in the am. After the the next morning passed I messaged again, and another host proceeded to act as if it was a joke and proceeded to tell me off.

please help.

Do you understand what happened A little better now?

I do indeed, thank you very much. Would you be so kind as to forward me your game history from the time this issue occurred?

i sent you all I have up above. They erased all their messages.

i went back to send you conversations but they deleted all of theirs. I will send you what it looks like.

I did send some messages to you in a email and up above in the messages.

Please note that the screenshot you provided as proof of winning the jackpot is not enough for us to proceed with this complaint. If no pop-up message appeared informing you about this win (there is no such message on the screenshot), nor this has been recorded in your game history, our hands are tied.

I would definitely recommend that you check out how the game actually works:

"The Fire Link Feature is triggered by at least four Fireball symbols that lock in place and award three free spins. During the free spins, every new Fireball symbol achieved on the reels locks in place and resets the Free Spins available to three. When a set number of Fireballs are achieved, a new row is unlocked and added to the reels! Credit values and progressive jackpots are displayed on the Fireballs, and as rows unlock the credit values and jackpot levels increase. When no spins remain, the sum value of all locked Fireballs is awarded!"

I am afraid that there is not much more we could do for you in this case. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

I know how the game works. I will send a screen shot.

if you look in the yellow circle, you will see that I hit 5 balls with the major.which should have "triggered the "fire link feature"

major was one of the five balls that landed.

it obviously landed because if you look at the arrow, it says "good luck" ready for the next spin.

(below is the rules you sent me)

"The Fire Link Feature is triggered by at least four Fireball symbols that lock in place and award three free spins. During the free spins, every new Fireball symbol achieved on the reels locks in place and resets the Free Spins available to three. When a set number of Fireballs are achieved, a new row is unlocked and added to the reels! Credit values and progressive jackpots are displayed on the Fireballs, and as rows unlock the c"The Fire Link Feature is triggered by at least four Fireball symbols that lock in place and award three free spins. During the free spins, every new Fireball symbol achieved on the reels locks in place and resets the Free Spins available to three. When a set number of Fireballs are achieved, a new row is unlocked and added to the reels! Credit values and progressive jackpots are displayed on the Fireballs, and as rows unlock the credit values and jackpot levels increase. When no spins remain, the sum value of all locked Fireballs is awarded!"redit values and jackpot levels increase. When no spins remain, the sum value of all locked Fireballs is awarded!"

I am sorry, but unless you were notified about your win or this win has been recorded in your game history, there is not much more we could do. You can always contact the game provider and ask them to investigate, but we cannot confront the casino only based on this single picture. The game provider should be able to do the research and find what the result was on that specific spin you made.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.