The player from Spain had attempted to deposit money to participate in a promotion advertised by Royal500 Casino. However, the deposit did not reflect the advertised 150% promotion. After the player communicated with the Complaints Team, he confirmed that the dispute had been resolved. Consequently, we had closed the complaint as 'resolved'.
Royale500 Casino ES - Player experiences issue with promotional offer.
Amount: €50
Royale500 Casino ES
Safety Index:Above averageSafety Index
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
Good afternoon, I hope to be able to include two videos of the situation. Skill on net, as they do two or three times a week (I will provide a screenshot), sends me their promotions. In this case, Casino Royale 500 sent me the following (in the sent screenshots) and I clicked on it leading me to the cashier. I made the deposit, the keyword "Mybonus" appeared, as it does every day, but the 150% promotion was not reflected. I spoke with chat support and left them the video. I know it's long but both parts and the final screenshots are worth seeing. These are complaints and I only hope that users see what these casinos believe when they ask you what you want your money for... it's the last thing I needed to hear. Obviously, they have my money tied up and the complaint is already being processed. And I ask Casino Guru to, if possible, get my money returned without questions as it is my money that was illegally taken with misleading advertising and fraud.
Automatic translation:
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1 year ago
Dear golfo94esp,
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 if your account has been successfully verified already?
Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.
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
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1 year ago
Translation
Good afternoon. I sent them an email confirming that the dispute had been resolved, highlighting for my part that I regret having responded to the complaint so quickly, only to transmit the solution to the problem in a few hours. Hoping for your understanding and reiterating my apologies to Casino Guru, I would ask you to close the complaint, promising not to fall into the error of haste again when making a possible future. Thank you so much
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, golfo94esp, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
