Royal Reels Casino - Player’s winnings have been confiscated.

I won $500.08 and it only showed a200 on my balance so I made inquire about it they said I lost $300.08 because I entered doubling chance with 0.04 cents.

which doesn’t make sense trying to double 0.04 cent doesn’t make me lose $300.08 it only makes lose that 0.04cent I tried to double. When I explained that they came up with another excuse and finally after chatting with several customers services they said that they will refund my missing balance but now they don’t even respond to my live chats.

Dear Ifran,

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 please advise which games you played - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Hello Kristina,

Thank you for your quick response,

1,The game name is sun of fortune Max edition.

2, Not that I know of when made inquiries they emailed why it happened and there is no mention of active bonus.

I have some screenshots for the their customer service confirming that it approved for refund but waiting for the department to credited it, that seemed to me like excuses because now they’re back on their words and said their team is still investigating.

Thank you

Ifran

Thank you for your reply, Ifran. Please forward the communication with the casino to me. I am mainly interested in the explanation of the situation you received from the casino.

Thank you very much, Ifran, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Ifran,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Royal Reels Casino to join the conversation.

Dear Royal Reels Casino,

Can you please provide me with further information on how the player should have lost $300.08 on a $0.10 bet? I would also appreciate it if you could provide the game provider's response regarding the situation and their explanation of it.

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.

Dear Ifran,

I regret to inform you that I have not yet received a response from the casino team. I will reach out to the casino representative again in hopes of receiving an update. Additionally, I will extend the timeline by three more days to provide your case with further opportunity for resolution.

Dear Ifran,

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 and doesn't refer to any ADR service, 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,

Michal

Casino Guru