Royal Vegas Casino - Player is complaining about confiscated winnings.

Earn on November 4, 2019 5,000 dollars of which I requested the withdrawal of 3842 result that I spoke with the operator and according to them they will only pay me 1842, since the 2,000 according to them I played them something that was not so, I was out of Santiago and where I was there is no sign, then I arrive and I find that they used my card for withdrawals and used my money. The operator told me that I would see him with the operation service, as it is possible that I should place a lawyer because they don't want to pay and steal my money.

Dear Sonia,

Thank you very much for submitting your complaint. I am very sorry that you came across a problem like this. I would like to help you, but I am not sure if I understand your issue correctly. Could you please send to me the message, where the casino explains why they only want to send you $1842?

And I am sorry, but I don’t understand who you think used your money. Is there any evidence you can send to me that could help? It can be for example a screenshot of your game history, or anything else that contains relevant information about this case.

Thank you in advance for your reply.

Best regards,

Kristina

I sent 7 vouchers in the mail that need more evidence

Hello Sonia,

I would really like to help you, but could you please specify to whom did you send emails? What kind of evidence are you talking about? I would like to see what casino wrote to you about your confiscated winnings.

Thank you.

Best regards,

Kristina

Dear Sonia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Best regards,

Kristina

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Sonia,

if there is any evidence that could help us in resolving this case, please do not hesitate to post it here or send it to me to my email address kristina.s@casino.guru.

Thank you in advance.

Kristina

Hello Sonia,

I would really like to help you, but I am not sure how does this picture help us in resolving your case. I asked for your communication with the casino.

Dear Sonia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint again.

The truth is I don't know why you keep asking for explanations of what you have already answered more than 10 times, you kept my money and have not paid it ... The legal actions have already been initiated for fraud.

Hello Sonia,

please be informed, that Casino Guru is not a casino, we are an independent service and I haven't received any of your emails.

Hello Sonia,

I checked my email address. You didn't send any proof of your claim I asked of you, so I cannot investigate this case further and I am forced to reject this complaint again.