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.

Hello, janeska1009,

From now on, I will assist you with the case. However, before I invite the casino representative to the thread - if I understand correctly, they informed you about the withdrawal processing on September 14, 2024. So now, it should be more than the maximum of 5 working days, which they stated in the same email.

Can you please provide us with an update? Is there any progress? Have you already received your disputed funds/your withdrawal as was promised?

Hello.

The casino's answer was that they blocked my page because I violated their ASZF rule 9.3.

But I didn't mess with any strategy and there was no software error either.

After I used the bonus won with the casino card, I deleted them because I didn't win with this card. After that, I topped up HUF 5,000 a couple of times and won HUF 8,0000. but this was not paid, instead I received a HUF 5,000 refund.

Hello.

Another part of the service is that the availability of the website is blocked in Hungary. It constantly innovates and thus provides service.

Do you even have permission?

Alright, thank you for the update, janeska1009. I decreased the disputed amount to 75,000 HUF.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear RoyalGame Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Everyone!

Thanks to CasinoGuru for your patience!

I was so patient and eager for the answer from the Royalgame site :) Although the time has not yet expired :)

But I don't think they could prove anything that wasn't there! But I don't think they want to.

This is the difference between a real and an online casino.

But I'm waiting...

Dear janeska1009,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely believe they will use this option in the near future.

Best regards,

Branislav, Casino.Guru