The player from Australia reported that his account was locked and he couldn't regain access. The Complaints Team reached out to the player for more details about his account registration, verification, and the games he had played. Despite extending the response time, the player did not respond to the team's inquiries. Consequently, the complaint was rejected due to the lack of player's response, which prevented any further investigation or potential solution to the issue.
Royal Reels Casino - Player can’t unlock their account.
Amount: A$160
Royal Reels Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Custom service live shat and email I get no response back to pick their stuff up from mine,
my account is locked but I no longer have access to that account ao how do I get it changed
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11 months ago
Dear lachlankemp92,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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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10 months ago
Dear lachlankemp92,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
