Royal Reels Casino - Player's account has been closed due to alleged multiple accounts.

I have been playing on Royalreels for a while now, never had an issue until today. Tried logging in to find that my account has been "Permanently restricted"! No emails received to explain why it has been banned. I contacted live support to be told it has been banned due to having multiple accounts in my name. I asked for proof as I've only got the one and only account under my name. I even said I can send through ID to verify my account details. The only response I kept getting was "Sorry Thuong, unfortunately there has been multiple accounts under your name and there is nothing further we can do". Like, honestly is this a joke?! I have a $9000 withdrawal pending and now my account is banned. You can't show me proof, could it be that someone else have the same name? Whereas I can send through ID to show that my account is legit. I don't care for this account now as I will never play on your site again after this issue but I do want my withdrawal!!!!!

Dear Thuongt, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Dear Thuongt,

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.