Royal Reels Casino - Player’s deposit has been delayed.

Made a deposit of 300 which the total charged amount was 326 dollars aud. This was on the 13th July 2024... have supplied all the evidence the transaction was and contacted my bank to confirm . Yes payment sent, no money added to my player account..

Supplied transaction, bankstatement, screen shots you name it..

Contacted them every day and keep getting told that someone is looking into it...

Can't take 3 weeks to find 1 transaction when u have all the info.

Royal reels ..... just not very helpful and I still haven't had my money back or credit to player account

Dear freeworldptyltd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I have contacted my payment provider immediately once the payment wasn't put into my players account... I was told that I had to wait for a response from dispute department and could take some time and then I received this from my bank.

I speak to royal reels nearly every day and they keep telling me I have to wait for someone to email me... it has been weeks and the payment has cleared into there account ... it can't be this difficult to see there was a 300 dollar deposit made, ($326 on my statement)

When I have provided the statement , deposit transaction number, screen shot of the payment on there side...

It's a joke and not my first deposit with these guys I would have spent 20k with them

I completely empathize with your frustration, freeworldptyltd. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 14 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

So I finally go a response saying the deposit failed ... which I already knew 3 weeks ago. Yet funds were taken anyway.

Now they say it's going to be another 15 working days for me to see the funds come back to my account. That's another 3 weeks.

Total of over 6 weeks to get back a failed deposit.... wtf

Hi freeworldptyltd,

I understand that you're feeling upset, but please keep in mind that the casino is not solely responsible. They had to locate your lost deposit and work with the payment provider throughout this process. Please be patient while they work to return your funds.

Thank you for your understanding.

Dear freeworldptyltd,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.