Royal Stars Casino - Player's account frozen with pending withdrawal.

This casino is indeed a scam. They stole my money, froze my account, and I cannot even log in. To provide more details:

1. I have completed the account verification process, submitting all requested documents, and my account was fully confirmed.

2. I have deposited hundreds of euros.

I have had some winnings. The first withdrawal of 30 euros was successful, but not within 24 hours as advertised.

3. A second withdrawal of 80 euros, should have been completed within 24 hours, but after two days, the money was not in my bank account. When trying to access my casino account, it displayed a message that it has been frozen for 30 days.

4. Contacted the live chat; no explanation was provided. They just advised me to email the finance department to get all the answers.

5. Emailed on November 30th, waited three days with no response.

6. Contacted the live chat again, and I was informed that my account is under security review, and they will respond from the finance department.

7. As of December 5th, I have received NO response or explanation. And of course no money from my requested withdrawal of 80€.

Dear Casino Guru, I don't know the criteria you use to rate online casinos, but in this case, my situation should be taken seriously into consideration. I relied on your review, thinking it was a loyal casino, but the experience of the past weeks contradicts that.

I've played at several casinos found through your website, winning thousands of euros, and none has treated me this way. And that's the reason many friends of mine and I trust you so much.

This is the first time I've encountered such a situation, and I'm extremely disappointed with the lack of information from this specific casino, as well as their decision to freeze my account with MY MONEY inside and with no warning.

Dear sarktiger_91,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Dear Casino Guru, thank you for your immediate response. I will give you the answers you requested:

1. I registered my account in the 19th of November. As I mentioned in the complaint text, my account has been FULLY VERIFIED by the Royal Stars Casino.

2. I made all my winnings by playing slots. Also bet some money on sport events, but cashed out before the start of the matches. NO money at all has been won via betting sports.

3. My winnings were made both with a sticky bonus active AND with no bonus active.

Thank you very much, sarktiger_91, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, sarktiger_91!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Casino Guru, dear Sakis,

first of all we are sorry to hear about the problems you are facing. Customer happiness is our most important criteria.

We will promise to look into this case and help you as quick as possible.

Coming back to you soon.

Thank you.

Greetings

Royal Stars

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.

We have decided to extend the timer for one more week, as we are still waiting for the casino's feedback.

Hello together,

thanks for having this dialog.

We investigated the situation and can summarize it as followed:

In this case the player deposited with a deposit bonus and ended up winning over 3000€ (which was the max. cashout). Since he was aware that a maximum cashout would apply, he started depositing clean funds on top of the balance and placing sportsbets that were out in the future in order to "hide the funds". 

We could see that the players aim was likely to keep doing this for a while, and then later on claim, that the winnings all originate from his clean deposit play. The system realized the beaviour and was freezing the account until the period where all open bets are resolved, so that we can void all surplus funds and apply the max cashout.

After the situation was clear the account was unfrozen. The freeze was just there to stop the player to put on more sportbets.

So we paid the max. cashout which was related to the bonus. Although we see it as an attempt of cheating we do not block his account of something else.

Does the explanation help to understand the situation?

Thank you.

Best regards

Royal Stars

Thank you for the information, Royal Stars!

sarktiger_91, can you confirm that what the casino mentioned is true?

Dear Casino Guru and Royal Stars Casino,

I sincerely appreciate the efforts of Casino Guru in addressing this serious matter, as well as the response from Royal Stars Casino. I will provide responses to the points raised by the Royal Stars Casino and, furthermore, add some crucial details that the casino failed to mention in its response.

Indeed, when I hit the max win, I was aware of the withdrawal limit. This limit is 3,000€ as stated in the response from Royal Stars Casino. Therefore, I knew that from the total amount of money in my account at that moment, I could make a withdrawal in accordance with the Casino's policy. Wanting to continue playing this day, I deposited additional funds, which I initially wagered on slots multiple times and later placed on bets. The claim that I attempted to "hide funds" is a purely personal and controversial assessment by Royal Stars Casino. The sophisticated system they possess, which froze my account, could easily have commited the amount exceeding the max cashout during the first withdrawal request and retained the balance within my account. However, this did not happen. Instead, my account was frozen after the second withdrawal request, which was for an amount of 80€.

After 30 days, my account was unfrozen. I logged in and submitted a withdrawal request for 50€. At that moment, my account had a balance of 3,700€ (I have screenshots in case they are requested). The next day, when I attempted to log in, I received a message stating that my account had been deactivated. Obviously, neither the withdrawal of 50€ was completed nor did I have access to the remaining 3,700€.

Throughout all these unilateral actions by Royal Stars Casino, there was no communication via email or any other means from their side. When I sent emails seeking additional information, I received no responses, except once with a delay of 5 days (I have the correspondences if needed).

Continuing with my responses, Royal Stars Casino claims to have paid me the max cashout of 3,000€. This is totally untrue! The only funds I received were from two withdrawals, 30€ and 80€, for which I have corresponding transaction evidence. Therefore, out of the 3,700€ that was in my account before it was deactivated, Royal Stars Casino owes me 2,890€ (3,000€-30€-80€), and they should forfeit the remaining funds, as per the terms stated in their response.

Additionally, in their response, they state that they did not block my account. This is also untrue, as they deactivated my account on 31/12/2023 (I have a screenshot for this as well, if requested).

The fair resolution would be the Royal Stars Casino to return the remaining 2,890€ they owe me and reactivate my account, as I genuinely wish to continue playing at this casino.

However, if their decision to deactivate my account is final, it is evident that my funds unlawfully held by the casino and which they have not returned, must be credited to my bank account.

Beyond the aforementioned, I fail to comprehend the reasons why Royal Stars Casino is treating me in this manner, despite making several deposits since the registration of my account and taking into consideration that my account is fully verified. I cannot explain the unilateral actions taken against my account and my funds without any notification, displaying such discrimination against me for a simple issue that arose over 40 days ago and has yet to be resolved.

Thank you for your time, and I am at your disposal for any information/screenshots required to resolve this matter.

sarktiger_91, I thank you for this detailed explanation. It really helps.

Royal Stars, if you claim that you have paid out player's bonus maximum cashout amount, please, provide the transaction statement to my e-mail: pavel.k@casino.guru.

Hello together,

thank you for your answer. We try our best to have the best solution for everyone.

We looked into this case deeply again and have to confirm that some information in the statement were not correct, sorry about that there was just a misunderstanding.

So we can say now this player's max cashout limit was not 3000 EUR, but actually 190 EUR (5x deposit amount for a wager-free bonus, and his deposit was 38 EUR). He won way more than he was entitled to withdraw, and we were never able to deduct his surplus winnings because he kept placing safe sportsbook bets.

We've paid out 110 EUR so far, but haven't taken further action except disabling his account since the case was opened as we were waiting for your decision.

We would recommend the following procedure:

• We would send a statement to the play about his max cashout on his balance, plus his two clean deposits that he made afterwards - that's 120 EUR.
• We would reopen his account so he can withdraw those funds.

We informed the player already about this situation on the 5th of December. We can also send the mail which we send to the player explaining the situation.

Let me know if something is unclear here.

Thank you.

Greetings

Royal Stars Casino

Thank you, Royal Stars Casino!

Please, send the game/transaction log and the link to the free bonus that the player had taken to pavel.k@casino.guru.

Hi Pavel,

thank you for your answer.

Please give us some days to export all the gamelogs. As soon as we have managed to collect the data we will provide the requested information to you.

Would that be fine?

Thankts in advance.

Royal Stars Casino

Of course, thank you as well!

Hello sarktiger_91,

We have been provided with necessary evidence, which is enough to confirm the casino's point of view. We agree that you have been entitled to the maximum cashout amount and the sum of your deposits. As the casino have stated, your winnings have derived from the welcome no-wager bonus, which terms apply to your winnings. If you have further questions or comments, please, let us know.

Also, we would like to notify the casino that, ideally, player should not be allowed to deposit before they withdraw funds derived from sticky bonuses, as it can lead to the mixing of funds and them it is very hard to distinguish between deposited money winnings and bonus money winnings. Thank you!

Dear Pavel

Firstly, I would like you to clarify for me which term indicates that I am entitled to 5 times the deposit amount, as no matter how much I searched on the casino's website, I saw everywhere that the maximum withdrawal amount is 10 times the deposit. Therefore, the total amount I could withdraw would be 38 times 10 equals 380€, not 190€. Hence, out of the 3,100€ in my account at the time of the first withdrawal, the casino should have retained 2,720€.

Secondly, I regret to note that you are unaware that I made additional deposits and that a month later, after playing with the funds from my subsequent deposits, the balance in my account was 3,750€. It remained there because my account was ultimately deactivated without any notification. Adding the 110€ that were eventually withdrawn, the total is 3,860€. This means that by continuing to play with the new deposits and AFTER I had made the first withdrawal, I gained another 760€ (3,860 - 3,100).

Therefore, I would like answers to the following questions:

1. Do you agree that the casino should only reimburse me with the initial 380€ (or 190€, depending on the applicable terms) but not with the additional 760€ that I earned playing one month later from my first withdrawll?
2. Do you agree that by returning me the subsequent two deposits, after reaching the maximum win, instead of the 760€, I should be satisfied?
3. In other words, if I were to lose the money from these two additional deposits, would the casino still refund them to me?

Apart from the above questions, for now, I will not comment on the casino's stance of not being aware of the applicable terms and stating a different position each time.

Thank you for your support

sarktiger_91,

1. the maximum cashout is 5x the deposit amount, you can check it here: https://www.royalstarscasino.com/en/info/bonus-terms.
2. Given the fact that you have deposited while having bonus conditions active, makes funds in your account mixed. In such case it is impossible to determine which losses or winnings have been made with which funds (real deposits or bonus restricted money), therefore, usual decision in such case is to refund initial deposits, which casino has agreed to do.
3. I would guess that in that case the same logic would apply and we would request the casino to refund your deposit amounts.

If you have any other questions, do not hesitate to ask!

Dear sarktiger_91,

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.

Dear Pavel,

I sincerely apologize for my late reply.

The truth is that I cannot say that I am completely satisfied with the answer regarding the retention of profits after the first withdrawal and return of deposits.

However, I understand that this is a middle solution that you propose and I will accept it in order to close this dispute.

From what I have seen recently, my account was reactivated and has a withdrawable amount of 120€ in it. Therefore, I think I can proceed with a withdrawal and the matter can be closed here.

Thank you again for your support

sarktiger_91, very well. Please, let us know as soon as you will receive your withdrawal and I will close the complaint.

Dear Pavel

I just asked for the withdrawal. I will inform you as soon as the withdrawal be successfully processed.

Thank you again

Hey together,

@Pavel thank you for your help.

We will inform the team to proceed immediately.

Have a nice weekend

Royal Stars

Thank you, Royal Stars!

sarktiger_91, have you already received your withdrawal?

Dear Pavel

Yes, I received my withdrawal. BUT my account has been deactivated again with any former information or notification.

This demonstrates the level of professionalism and trustworthiness of this online casino.

Dear sarktiger_91,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team