Royal Reels Casino - Player’s account is closed after significant winnings.

Been using my account for years, had plenty of successful withdrawals, and deposit almost daily. I won roughly $28000 and tried to withdraw $8990, but 20hrs later they permanently ban my account and cancel my withdrawal. I email them asking them what’s the go? They said i had multiple accounts, and showed me my first ever account i used but forgot the password and they gave me the run around to try and reset it, so i made another one and havent used any other account since.

they asked me for verification, license etc which i provided but i’m not sure what’s actually going to happen, ive poured thousands of dollars into that site and have made a lot of withdrawals, but as soon as i win a significant amount; they bring up a second account and ban me? I just want the money i won, please help.

Dear moeske,

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 tell me when you created your first account and when you lost access to it?

Did you go through any verification processes for that account?

Did you use any bonuses with your first account?

When did you create your second account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

I’ve emailed you, via my royal reels email; and answered said questions and provided screenshots of my conversations with royal reels

Dear moeske, have you received any update from the casino regarding the further review and verification?

Nothing at all, all the conversations i’ve had with them was because I initiated it.

I talked to them today and they just asked me for all the info again, which i provided, then right after i sent it, they said i was banned and tried to end the convo instead of trying to help

Dear moeske, concerning your second account and recent winnings, was this your initial KYC verification, or have you completed one before on this account? How many KYC verifications have you undergone with this account in this casino?

Hi, no this is the only kyc i’ve ever completed with royal reels in the past few years that i’ve been using their site. I also want to say, after they canceled my $8990 deposit and took my remaining $17k in my account, i noticed that there was $454 left in my royal reels account, which i tried to withdraw, and it let me, i received the money, but not the $28k which i had won… so why was i allowed to withdraw the $454 but my $28k went missing. Straight up theft.

i was stilled logged into my royals account even after the ban, i just wasnt allowed to play any games? But now they’ve changed the number in their url from and 8 to a 9, it logged me out and i can’t log back in… i’ve got screen shots of when they canceled my withdrawal, took my $17k and then still let me withdraw $454 all while being ‘banned’… so yeah, first they say they cant send the money i won cuz system wont let them cuz of multiple accounts and my account being banned… but a couple of days later $454 magically appears in my ‘banned’ royal reels account and i’m able to withdraw it..

i’ll email you the screenshots of the $454 being withdrawn AFTER my account got banned, and the $28k i won being taken off me

Dear moeske, could you provide more details about your experience with the old account? Specifically, can you clarify what you meant by "run around" in your communications with the casino?

Did you have any permission from the casino to open the second account?

Was the forgotten password the only reason you couldn’t access your original account?

Are both accounts created using the same personal details?

i only had my first account for less than 6 months, didn’t use it much, got a new phone n lost passwords, they took ages to reply to my email about the passwords, so i made another account and no i didn’t get any permission from them to open another account.

yes both accounts have my own details on them, and yes its the only reason why i opened another account you can ask them to look at old account, and they will see i haven’t used that account since making this account years ago, because i couldn’t get into that first account

Thank you very much, moeske, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you moeske 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 what can we do to help resolve this issue.

Thank you!

Ok thank you, good luck, because I’ve had nothing but lies from them.

I’m in the same boat as this guy who posted a complaint about royal reels and he had his money and account returned… but they’re not even bothering to help me out

How did you go?

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.

Guess they did not respond?

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 due to changes in legislation, 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