Royal Stars Casino - Player’s withdrawal has been delayed.

Hello. I played at this casino and my first withdrawal was processed, but the second one, amounting to 1300, was not. The first time, I played with bonus money and then made a deposit, and they denied the withdrawal. I can send a screenshot of the transaction. The second time, I played without using bonus money.

Dear Mixa14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, Mixa14, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Mixa14,

I am sorry to hear about your trouble. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Royal Stars Casino team,

Could you please explain the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions (since it looks like that, looking at the email sent to the player) - is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

And I deposited 50 for which I played. Therefore, I demand that 50 euros be returned

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.

Dear Casino Guru,

Let us explain the case in more detail:

We have a clear indication of Bonus Hunting: player was saving wins from his bonus session on each bet value, and then claimed them all with a clean deposit to try to circumvent the max cashout which we can show in two excel files.

The first file shows his gamelog, where you can see he played the game 9 Burning Stars twice, first under an active bonus, and then under a clean deposit. (We have highlighted the relevant sections in orange).

The second file contains his entire game session (all bets and wins) the second time he played the game. As you will see, he places a few bets, gets a win (again highlighted in orange), immediately changes the bet value and after a few bets scores another win, and so on.

His claim is also incorrect. We processed the withdrawal from his first deposit, in the amount of the maximum cashout - only the first time the withdrawal failed due to a technical issue, but we did process it in the end.

The second time he tried to withdraw his winnings they were only made to look like they were clean, but in fact were still from his bonus session. Therefore we of course declined and voided them, as per Bonus Terms.

This behavior contradicts the following clause in our T&Cs:

1.14 We do not allow any fraudulent gameplay strategies which would enable you an unfair advantage over the bonus system on Royal Stars Casino, such as unfinishing in-game bonus features/free spins while having bonus balance with the sole purpose of finishing them at some later point of gaming with your next deposit or real balance (known also as Bonus Hunt Strategy). In case of mentioned fraudulent activity, we reserve the right to void all winnings and confiscate the entire players’ balance. Mentioned strategy can only be used without any bonus funds in question.

Does this explain the situation better? If you want to have the files provided, please provide a way to send the files.

Please let us know if you need more information.

Thank you.

Best regards

Royal Stars Casino

Then let them return my deposit that I made a second time in the amount of 50 euros

Thank you for your extensive response and clarification, Royal Stars Casino team. I think everything is clear now.

Can you please forward the mentioned files/documents to my email address (branislav.b@casino.guru), with the information on what was the player's first deposit and how much he successfully withdrew from the casino after meeting the WRs for the bonus in question?

Dear Branislav,

thank you for your support in this case. We just provided the mail to you with the requested documents.

Thank you.

Greetings

Royal Stars Casino

The second time I also made a deposit of 50 euros. They should have canceled the bonus and left the deposit of 50 euros.

Dear Mixa14,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to serious breaching of the casino's terms and conditions - "delayed rounds", which is a strictly prohibited tactic in all online casinos offering bonuses. The casino acted in accordance with the terms and conditions you accepted upon registration. You made 2 deposits totalling 150€ (deducting the illegitimately accumulated winnings from the second deposit, you spent most of the second deposit by other bets) and withdrew 500€ thanks to the bonus from the casino. Under such circumstances, you can be glad you received the winnings from the bonus.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Royal Stars Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru