Royal Reels Casino - Player's winnings were confiscated due to alleged fraudulent activity.

The situation Recently I had a big win ($4000) with royal reels. When I made my withdrawal they closed my account and told me I won't be getting the withdrawal due to Fraudulent activity. I have been payed out small amounts in the past but now with a big withdrawal they stop it and take my money.... I have tried to talk to the support team and they keep saying the system did it and there's nothing they can do. I don't care if they keep the account closed I just wanted the money that I have won... Email: s***@hotmail.com

Dear Drumer.86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It seems that the casino accused you of opening multiple accounts, which is strictly prohibited by the vast majority of online casinos. Could you please confirm that you didn't create more than one account at this casino?

Did you pass the verification before the casino blocked your account? Did you accumulate your winnings with or without an active bonus?

If there is any other relevant communication between you and the casino, please forward it 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

Yes I had this account opened for several months and had received withdrawals from it before.. until I had a big win and all this happened... I had an account before this bit it had been closed by royal reels. There reson for that is my bank saw some fraud transactions on my card and reversed them . Royal reels had also admitted to having a problem with the deposit method in question on there site stating that money had been taking that wasn't mentioned to be. This is why I'm upset I'm being penalised from an action they did and $4000 Is a lot of money for me.

Any updates?

Thank you for your reply, Drumer.86. I don't understand why you would create another account if your previous one was closed due to fraud. There are hundreds of online casinos you could play in, yet you decided to open a second account in the same casino. Even if your previous account wasn't closed for fraud, you would still breach one of the most basic rules of online gambling by creating multiple accounts, which is also prohibited by the General T&Cs:

2.Each person can open only one account in RoyalReels.com . The company has the right to close down the accounts of any client who has opened a number of accounts in his/ her name, or in different names, in order to deceive the company. RoyalReels.com has also the right to cancel any transaction associated with an attempt to deceive the company. In such cases it is at the sole discretion of the company to put all the tickets equal to the unit and to return the money, after deducting the expenses.

I am afraid that we are not able to proceed with this complaint under these circumstances. I believe that the casino acted in compliance with their T&Cs and there is nothing we can do at this point. If you disagree with our opinion, you have the option to reach out to the licensing authority, although I doubt their perspective will differ.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.