Royal Stars Casino - Player’s bonus winnings have been confiscated.

Hello. I deposited 100 euros and played using a bonus. This first bonus was without a wagering requirement. According to the terms, I should be able to withdraw up to 5 times the deposit amount. However, they canceled my bonus and left me with just the original 100 euros. I do not have any duplicate accounts.

Dear Sanja50,

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. 

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Could you please confirm that you have passed the KYC verification?

Additionally, 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 passed the test. I bought the device from a friend who had played in this casino before.

Thank you for your reply, Sanja50. Could you please confirm that you have never played both from the same device simultaneously? Have you tried to explain the situation to the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No, I didn't play at the same time. I bought this device from someone who had played before but it was very old. The casino does not respond to my emails

Thank you very much, Sanja50, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 Sanja50,

I am sorry to hear about the issues you are experiencing. I will contact the casino to see if I can help, but before I do I need a little more information. You mentioned that you bought the device from a friend who had also played at the casino previously, can I ask if you share an internet connection with that person?

Kind regards,

Adam

No, I didn't tell them. No, our Internet is different.

Thank you for clarifying that for me, Sanja50.

We would like to invite Royal Stars Casino to join the conversation and participate in the resolution of this complaint.

Dear Royal Stars Casino,

Can you please provide more information about the additional account? Is it linked to the player only by IP, or by other factors?

Kind regards,

Adam

Dear Adam,

thanks for reaching out. We will look into this case and come back to you within the next two days.

Greetings

Royal Stars

Dear Sanja50,

I have received further information from the casino, and it seems that not only does your account share the same IP address as the other account (which usually means that the same internet connection was used), but also the same phone number was used to register both accounts. Are you able to explain this?

Kind regards,

Adam

My friend used my phone number

Dear Sanja50,

Thank you for your response. While it may be plausible that your friend used your phone number to register their account, the fact remains that the same IP address was also used and both accounts claimed the same bonus. As this is directly against the terms of the casino, we are unable to assist you any further with this case.

Please understand that we can only make a decision based on the evidence we have received, and in this case, there is enough evidence to support the casino's decision to close your account and confiscate the winnings. Consequently, the complaint will now be closed. I am sorry I could not be of more help on this occasion.

Kind regards,

Adam