Royal Reels Casino - Player's winnings confiscated and account restricted.

I used my partners card to deposit money to play on Royal Reels sometime ago, and I deposited money from my bank card last nite picked up $2800, deposited it then the next morning when I woke up I found no winnings in my account and when I tried to log in to Royal Reels it says Account permanently restricted…so pissed off really need that winnings, it was all good depositing but as soon as i finally won a little bit off the casino they do that

Dear chenicesibley5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

Where deposits/withdrawals are made by electronic payment methods (eg electronic wallet), the customer is required to use his personal electronic payment account. In the event that third-party electronic payment accounts are used, then all winnings made after the deposit with this electronic payment account are canceled and the deposits are refunded to the third-party electronic payment account after deducting any costs. Our company also reserves the right to deactivate the client's account if there is an infringement of this rule.

Furthermore, please check our Fair Gambling Codex for Players: 

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards,

Petronela 

Sorry I didn’t use his card I’ve used PayID from he’s account before but it hasn’t been a problem until I’ve had a win then it turns into a problem….to win this I actually deposited with my bank card and all of a sudden they won’t pay me I’ve emailed Royal reels and told them to check how I deposited last but no reply at all

I sincerely apologize, but I'm having difficulty grasping the connection between the payment method used and the third person. In your initial comment, you mentioned using your partner's card, is that accurate? Could you specify the exact payment method utilized and identify the account owner?

Nah I meant I’ve PayID from my partners bank account into my Royal reels account and the third person there saying someone else has logged into my account and tried to deposit….and I asked them how is that fair on me….but now there saying that I requested to have my accounts closed down when I didn’t do such a thing….they’re making up so many different excuses

• If you utilized your partner's payment method to deposit funds into your account, regrettably, we cannot provide assistance with the issue. Even if the winnings were not generated from the third-party deposit, the use of a third-party payment method to fund your casino account constitutes a violation of one of the fundamental rules of online casinos.
• However, it's important to note that if you requested an account closure, any outstanding balance should be paid to you after the account is blocked.

In summary, if you used your partner's PayID in the past, the casino was within its rights to close your account and confiscate your winnings. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear chenicesibley5,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.