Royal Slots Casino - Player’s struggling to verify her account.

I paid real money. ` I can't remember the amount I won and the amount that was left of my real money but it totalled 143.00 which isnt a lot.

Since trying to withdraw, I have been asked for various documents (bank statement, confirm address, email , post code, user name, dob) but they still can't find me. I have sent a screen print showing my user name, i ahve sent bank statement in pdf form as asked, i have given on numerous occassions my dob, email address, bank detaisl showing payment i deposited to royal, coming out of my account and being paid to them and yet they say they cannot find my account. Also no less than 7 people have emailed me asking for the above or saying they can't find me and no one seems to acknowledge what i have sent even when i have named them and resent back their emails. i have gone through their chat page on my account and followed up my emails and they send me back an email saying they can't find me. one email said the money woudl come back to my account but it hasnt. i am a new customer and this is my treatment when i try to make the first withdrawal. yet even while i am waiting for my money i still made two more deposits and played, believing it would be sorted. I lost the money gambling but even if i had won i dont believe they woudl let me take it. i still have not had it and still getting emails saying they can't find me. I do not understand how you give them the rating that you do.

Dear Jennifer,

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. Have you received a registration email from the casino when opening your account? Please forward it along with any relevant communication to petronela.k@casino.guru. Additionally, please advise what’s your username and email address which has been used to register your account.

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

Thank you very much, Jennifer, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

HI,

Today I received an email saying my money has been transfered t omy account.

I have checked and the money is there.

My only problem is now how to make a withrawal as the steps sent to me by the help centre messages is not on my screen. I do not think I have full access still. I cannot make anymore deposits if there is no where on my screen to withdraw.

Hello Jennifer.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Royal Slots Casino team.

Please, could you advice the player?

Dear Jennifer.

The casino has rejected to discuss complaints publicly, therefore, we’re not able to proceed with further investigation. Your last option is to file an official complaint with their ADR and their licensing authority(UK). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

I will now mark the complaint as 'unresolved'.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru