Royal Reels Casino - Player experiences duplicate deposit issue.

They have taken out twice the deposit I had deposited and no reason where the other $40 went that had come out my bank when I contacted support they were very negative and very rude it’s the same one that told me I’m a loser before hand but I made one $40 deposit and it was taken out twice from my bank.

Dear Cg578529,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Reels Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you deposited in any other casino in that time?
• Could you please share your communication with the casino when you confronted them about the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Cg578529,

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.

No I didn’t play any other casinos on that day the transactions have the same name as the royal reels one whenever I have this support person thru them they are very very rude they called me a loser and said I’m jealous cause I can never win once before and I made a complaint and they still are very rude I have more but this is maximum

This is the transaction for royal reels and as you can see it’s the same transaction name and details but twice I only deposited and got the money once.

Are your deposits made on August 6th and July 19th recorded in your deposit history as well?

Could you please share a screenshot of these deposits being successful?

Yes

Thanks for your patience. Could you please confirm you contacted the bank regarding the issue and excluded the possibility of them making a mistake? Thanks in advance for your reply.

Yea I’ve contacted my bank said that I can dispute it but would need to do forms and royal reels would then not let me deposit anymore it’s happened to a friend of mine she disputed a transaction they took twice and she couldn’t deposit no more

Thank you very much, Cg578529, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Cg578529,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Royal Reels Casino hasn't registered their representative account on our platform yet, they can't respond directly in the thread. I've reached out to their representatives via email and am currently awaiting their response regarding your issue. I’ll do my best to escalate this matter and will keep you updated on any developments as soon as I receive them.

Thank you for your understanding and patience.

Best Regards,

Kubo

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 Cg578529,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Kubo