Royal Reels Casino - Player’s account has been closed without explanation.

Hi, I have been playing on the casino for a number of years. I went to make a withdrawal and received an email saying same bank account details used between numerous accounts. That my withdrawal had been cancelled and my account deactivated permanently.

When I engaged the casino on live chat, the help person I got didn't assist in anyway and just kept telling me I couldn't have multiple accounts. I advised I didn't have multiple accounts but my partner has an account but we are two different people and could verify our identity (my partners account still active).

I asked them to advise how I had broken the terms and conditions, Aly then said I'm closing chat and ended the conversation.

I haven't breached the terms and conditions as I only have one account.

Please help.

Dear Toddyb,

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. 

• Could you please advise when exactly was your account blocked? 
• Have you and your partner benefited from casino bonuses, such as welcome bonuses?
• Have you accumulated your winnings with the help of a bonus?
• Have you deposited using your bank account exclusively?
• Have you and your partner been verified in the casino previously?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas,

Account was blocked 20.09.24 approx 9am.

We have both withdrawn from bonuses but not exclusively. We have also withdrawn from standard deposits as well.

This withdrawal was originally from a bonus, but I assume I had completed the wager as I could withdraw.

Yes every deposit had been from our own accounts.

Royal reels doesn't require a verification unless asked. Which my partner and I are willing to do.

Thank you

Tod

Thank you very much, Toddyb, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 Toddyb,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Toddyb,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the Royal Reels Casino is not licensed. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru