RoyalGame Casino - Player’s account is closed with no payment.

Dear Casino Guru!

I registered on the Royalgame casino site on Monday. I paid HUF 6,000 and received the welcome package, which included the 100% deposit bonus, 20 free spins and 1 bonus crab. I used them up but I didn't make a profit. Then I paid a few more times on the site and won HUF 80,000. So I requested the payment of this amount.

Then on Thursday, September 12, I received an email in which my payment request was canceled.

After that, I can't access the page, and it says "Your account is under control"!

I wrote 2 emails to royalgame but they don't answer either of them!

I didn't break any rules!

Again, a disappointment for a casino site. Unfortunately, this is also a Rabidi n.v. site, but under a different company name :(

Dear janeska1009,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with RoyalGame Casino.  In order to better understand the situation and assist you more effectively, I’d like to ask you a few questions.

Could you please clarify whether the HUF 80,000 you won was while your welcome bonus was still active, or did you make a new deposit and accumulate these winnings without any bonus?

Additionally, have you submitted any identity documents to the casino as part of the KYC verification process?

To help us investigate further, could you kindly forward any relevant emails, chat transcripts, or screenshots of your communication with the casino’s customer support? You can send them to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronica!

I won HUF 80,000 after a new deposit. I canceled the bonus. Also, with an active bonus, it is not possible to proceed with the payment.

They didn't ask me to check my account, I checked every day to see if it had been opened or if I should receive an email about it

Hello.

I got this answer today.

but I don't think I should transfer the 80,000 ft...

Hello.

Today I also inquired at the JackpotFrenzy customer service about the situation, and then they informed me that based on the decision of the administration, my account was permanently closed. I was at VIP 3 level here, so even my vip manager didn't notify me!

I think that I was disappointed with the Rabidi n.v sites, so I will not use their casino site. Unfortunately, they don't have to follow their own rules. They can do anything to a player, as long as the player is fair and honest, it doesn't matter to them, only the payment! As much as possible.

Hello.

I got a reply today and I didn't do anything like that. I continued playing. That's a joke... I didn't even change bets during the staking.

Thank you very much, janeska1009, 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. Oke, thank you for help.