Royal Vegas Casino - Player’s struggling to receive a refund.

I made a deposit of 50 dollars to Royal Vegas casino on December 8 2022 and was supposed to receive 100% match bonus. Once my deposit went through I was only give 25% match which was $12.50 when it should have been $50. Right after I went to talk to agent and they told me to send screenshot to feedback@playersupportcenter.com and they would resolve the issue. I sent that email with screenshot and haven’t heard back. Today Dec 9 I talked to live agent who said offer was expired and there was nothing they could do. He kept saying current offer is 45% up to $1750 but why would I deposit more money when they can’t be trusted and never gave me the deposit match bonus I was owed in the first place.

Dear HarleyMiller,

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. Have you played any of your deposited funds, or they’re still untouched inside your account? Could you please advise where did you find the advertisement for the bonus? Was the bonus available inside your casino account or you found it on the third-party website?

Lastly, could you please clarify what the disputed amount represents?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

That is not true at all. I clicked on the match bonus link in the email which took me straight to the deposit page of the casino where I proceeded to deposit 50 dollars. I’ve spent thousands of dollars here and this casino that makes hundreds of millions a year will not honour a 37 dollar mistake on their part. It is just pathetic that this is what it comes to.

I understand better now. Thank you, HarleyMiller. Could you please forward the promotional email that you received to petronela.k@casino.guru? Are your deposited funds still untouched inside your account or have you used the granted match bonus of 25%?

i got the offer through an email from Royal Vegas. When I clicked on the link it took me to the site where I deposited 50 dollars. When the deposit went through I looked at my balance and it was $62.50 which is a 25% bonus not a 100% which leaves the disputed amount of $37.50 which is what I beleive is owed. I have spent the money in my account because after I deposited the money I talked with live agent and they gave me an email to send screenshot to which I did and said they would resolve the issue. They never told me not to spend the money so I assumed I would just be credited the other 75% which is $37.50

Thank you, HarleyMiller, for the forwarded promotional offer. I’m afraid we've reached a stage where I’m not able to help you anymore 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 against Royal Vegas Casino through the following link https://ecogra.org/forms/adr-dispute-step-1.

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.

PS: I have adjusted the disputed amount from $3,750 to $37.50.

Ok thanks. I think I’ll let this one go seeing as it was just a bonus but I do have another complaint against the same casino for changing the amount I won during bonus spins. Not sure if u want to look into that for me or if I should make an official complaint to the Licensing authority cause that was my money that they stole from me. And since they screwed me I have been taking screenshots of everything and I have photo proof that there is a glitch in there software or they have a bug or something because after my bonus was over I was paid out less then when I was starting the bonus. They changed out my $10 moon for a $2.50 moon so they stole $7.50 from me. I was gonna post it here but the site won’t let me have 2 complaints against same casino at the same time.

I'm afraid I won't be able to help you with this issue either. Unfortunately, the casino doesn't participate in resolving any kind of problems and my only advice would be to contact the Licensing Authority. Please let me know if you need any help with filing the official complaint. Thank you in advance for your understanding.

Dear HarleyMiller,

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.

Unfortunately, we’re rejecting 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.