Royal Reels Casino - Player’s account has been blocked.

Hi, I have been playing royalreels.com for a few months after seeing there facebook advertisements. I was winning and losing and went on a very bad run where i could not feature any game, but lately did win 50,000. Once I won, the account was removed and the funds.

No email, nothing, i couldnt login, my password and all details are definitely correct

There was no bonus, no attempt to assist me in any regards

i have looked at the bottom page license and it says invalid so i am not sure but i also play on thepokies.net and they have the same deposit system which is a third party card voucher website, i had issues on thepokies.net also so i am not sure if these websites are linked otgether

i would love some help lease

Dear christurks,

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

Hei there is no real verification on here you just enter your personal information and mobile number that was all done when i played there is no document section i have played for 3 months it was only an issue when i won big and only slot games my account was removed 3 weeks ago i have been wiating and hoping for resolution but nothing and when i google the names of them it seems very weird

Thank you for sharing all the required details, christurks. Your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello there,

Thank you christurks for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Reels Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't 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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Royal Reels Casino.

Dear christurks, We were in contact with a casino representative and were told that the email you have provided doesn't show up in their system. Could you specify which email you used to register at the casino?

Thank you in advance!

Dear christurks,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.