Royal Reels Casino - Player's withdrawal is delayed and account access is blocked.

I won 3000 dollars, in total I had 3256.00 so I played off the remaing 256. Withdrew 3000 at 1.35am this morning and signed out. After a couple of hours I went to sign back in and kept getting a error invalid password or user name. So I went on chat and told them what was happening, they advised me to go and reset the password, to which I did and still had the same message error. I went back on the chat and asked if they could help me reset my password so I could sign back in. To which the agent, sent me a password and I tried that and received the same message, I was then told restart my phone then try again. Which didn't work. I had to open a new chat message to let them know it didn't work. So, again went through the same process and finally got access. I proceeded to check player history, nothing was showing after midnight. So I went back into chat to ask them why can't I see my deposit or withdrawals for today's transaction, they couldn't give me a reason, to which they asked what transaction are u referring too? I told them my withdrawal isn't showing, which I was told I had cancelled the withdrawal and they credited back to my account. Bear in mind I was locked out during the times they are stating. I stated this to the agent. She said I shouldn't give my passwords out to anyone. What she can see is that I cancelled at this time, we refunded the money and you played it off on sugar rush. I then asked if they can provide me with confirmation it had been cancelled by myself times etc. When I asked if I could speak to the managers they ignored my messages and closed the chat. I finally spoke with some this afternoon, still awaiting a response so he could tell me when the managers will be back on. As they are currently unavailable. I've asked for transcripts of said conversations and also copies of player history. Which I was ignored and asked is there anything else I can help you with. I've spoken to 6 agents thus far and no one will escalate the matter with managers. I've never used profanity whilst discussing the matter always treated people the way I would like to be. I've been relatively patient and calm. I have a few screen shots of said conversations between myself and agents. How can I get the matter resolved please?

Dear whatyrnumba,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered with your account and withdrawal at the casino. To help us better understand the situation and move forward with your case, I’d like to ask for some additional information:

• Could you please confirm whether you received any official communication from the casino about the cancellation of your withdrawal? If so, could you forward any screenshots or emails related to this?
• You mentioned being locked out during the time they claimed you canceled the withdrawal. Could you provide details or screenshots of the exact times when you were locked out and when the withdrawal was supposedly canceled?
• Have you been able to access any updated player history or transaction logs since the issue arose? This would help clarify the sequence of events.
• When you requested the escalation to a manager, did you receive any reference numbers for your chat conversations or emails that could help track the communication?

Please feel free to send any supporting documents, such as screenshots of your conversations with support, copies of the player history, or any other relevant information, to petronela.k@casino.guru. This will help us when we contact the casino to investigate your claims.

Your cooperation is essential for us to proceed with your case. Without this information, it will be difficult for us to thoroughly assess the situation and engage the casino on your behalf.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hi, yes I received an email from a manager, stating exactly what the agents have said. To which I have responded to there emails. No player history has been updated on the system, tried logging in at approximately 2pm received error invalid password or user name. So I had to reset it again, was then able to access my profile. I'm I able to send/ forward screen shots to an email as I have the majority of them on my phone. When I uploaded 1 prior to lodging the complaint with you guys, it wouldn't allow me to attach more

Thank you

Hi whatyrnumba,

• Could you please let us know which games you were playing before the issue occurred?
• Were you able to access your game history?
• Were your initial winnings accumulated with or without an active bonus?

Thank you.

Can you please cancel this post, everything has been resolved all monies have been paid out, after a thorough investigation by Royal Reels I received my funds early this morning. I appreciate your help, thank you so much.

Dear whatyrnumba,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru