Royal Vegas Casino - Player's spins disappeared after deposit, account later closed.

Not sure. I just created an account on a $1 for 30 spins promo. I deposit my dollar, my spins are suddenly gone and replaced with a $5 for 50 spins instead. But no way i wasnt having it. So i play a game to burn the $1 i deposited , win $15.62 then suddenly a popup appears telling me im excluded from this site. I dont remember when that woulda been but regardless, they shoulda said something before i deposited. I want my winnings. The they can shove their account wherever. Ive dealt with this group before. They take the 'unethical vendors' award every single year.

Dear moneymonsta73,

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 much was your active balance when your account got blocked?
• Have you been asked to provide any personal documents to verify your account?
• 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

Hello,

My balance was $15.79 i believe but you go to withdraw it, it says to round to the nearest whole number so I went to $16 even.

And yes they are asking me to provide details on which payment method to withdraw to but of course the PlayersSupportCentre people love playing games, and so when i went to login of course I was denied access. So i tried to get on a live chat, and of course I am unable to find it. And the email they sent to me from, Is a no-reply email address so I am unable to provide this information which is exactly what this group loves to do. They once made me write a letter to their admin basically outlining my apologies and giving them praise for their efforts and they kept this up for nearly 6 months right after I lost my son in 2018. Taunting me and denying me my money that i mistakingly deposited into a different sister site but owned by the same group. I forgot this website was also theirs otherwise I would of never opted in. ill forward their to your email address above right away.

Thank you very much, moneymonsta73, for your reply. I’m afraid we've reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint using casino's official ADR through the following link.

Meanwhile, please check the casino website for further information (here):

10.14 COMPLAINTS AND DISPUTES

Any customer who has any concerns, questions or complaints regarding the Casino or regarding a settlement should contact Customer services via live chat, email. Customers with unresolved complaints may raise a formal complaint within 6 months of the issue occurring.

To ensure Your complaint/concern is dealt with promptly please email the following email address and include the following information:

Your Username/ Account number

First and Last name

Detailed Explanation of complaint/concern

Any other information specific to the complaint/concern including any evidence (If applicable)

Please send the above information to complaints@playersupportcenter.com

You have four (4) weeks in which to reply to a complaint, failure to do so will automatically resolve your query. You will then be required to re-log your complaint should you wish to continue the process.

No complaint may be logged within one (1) week of performing a withdrawal; this is to allow the normal processing to continue.

Alternate Dispute Resolution (ADR)

Should You not reach an agreement with us after completing our complaints process, you may refer the matter to one of our ADR providers:

Ecogra

AGCC or by emailing info@agcc.gg

If you are an existing Casino account holder, please include your username/account number/alias, Name, Surname and contact information in all correspondence.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding.

Ya thats fine. I know this vendor is quite .....difficult to deal with. And that putting it lightly. I totally opted into it my mistake, and although its not a big amount to fight for, whats right is right. Ive gone toe to toe with this group on more than one occasion so I know what to expect and the time frame it will require to do so. Anyway thanks for your help in this matter. I appreciate it.

Thank you, moneymonsta73, for your understanding. While it may not seem like much, I will now mark this complaint as unresolved. This action may have a small impact on the casino's safety rating, and perhaps one day they will reconsider and address any outstanding issues.

I wish I could have provided more assistance. I'm sincerely sorry that we couldn't help resolve this case for you. However, please don't hesitate to reach out if you encounter any issues with another casino in the future.

Once again, thank you for your understanding, and I wish you the best of luck.