Royal Reels Casino - Player's deposit is not credited to the casino account.

Hi, i need your help. I made a $530 deposit to get a match bonus. The money was taken out of my bank account but never credited to my account and i never got the bonus. I have made many deposits before with no issue. When i contacted Royal Reels, i was told to wait until the the transaction wasn't 'pending' on my bank statement and that it was more than likely a hold from the bank. They told me to wait until the transaction was no longer pending and to contact them if i still hadn't received the credit after the transaction was no longer pending. Sure enough, the transaction was complete and i still hadn't got my credits in my account. I contacted them once again and they told me they would forward this on to a higher team to investigate and i sent all relevant documents they wanted. It has now been a month, i have emailed them many times without any response, their online chat just tells me that they are 'still investigating'. I contacted my bank and they said they can't do anything and its up to the merchant to solve the issue. I don't know what else to do. I have been loyal customer at Royal Reels for months and i am more than disappointed. I can't let go of $530 that easy. Please help me.

Dear Pinky500,

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

Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

I have sent through the screenshots to your email.

Thanks for your email

Please understand we discourage using chargebacks to recover your deposits. When you request a chargeback it might affect your ability to recover any winnings from this and other online casinos in the future.

Could you please share responses from the casino as well? send them to my email at tomas@casino.guru

Hi,

I don't have any responses from the casino as they haven't replied to me. The only responses I have is the automated messages they send me on their online chat.

Thank you very much, Pinky500, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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 Pinky500,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Royal Reels Casino’s representatives to join this discussion in order to resolve this issue.

Dear Royal Reels Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Hi, I have just received the deposit. Thank you

Dear Pinky500,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system. 

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Jakub