Royal Reels Casino - Player's deposit is not credited.

Deposited 160$ to my royal reels account never received it. They said it was because my transaction was pending. After it stopped pending I told them it still hadn't been credited. They asked for screenshots of non pending transaction which I gave to them they then asked for a bank statement showing the money coming out of my account. They the. Said they will have to investigate it thouroughly and that it will take some time. They gave me no answer as to when they will reply to me and are now just ignoring myessages.

Dear steviewong2035,

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?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Dear steviewong2035,

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.