HomeComplaintsRoyalistPlay Casino - Player’s account closure request is ignored.

RoyalistPlay Casino - Player’s account closure request is ignored.

Amount: €330

RoyalistPlay Casino
Safety Index:Low
Submitted: 15 Oct 2024
Case opened Current status

Waiting for casino to reply

0d 14h 8m 42s

Case summary

6 days ago

The player from Germany requested the immediate closure of her account on 07.10.2024 due to gambling addiction, but the casino's support has not responded to any of her inquiries. The account remains open, and she has made additional deposits despite her request.

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1 month ago
Translation

Hello,

On 07.10.2024, I emailed the casino's support, requesting that my account be immediately closed (I also mentioned that I am a gambling addict and should not have registered in the first place). This email was ignored.

Subsequently, on 08.10.2024, I inquired via live chat. They were unable to help me there as well. I was simply told to send my request to the customercare email. I did so, but I have received no response. My account remains open, and unfortunately, I've deposited more since then.

Can you help me with this? Best regards.

Automatic translation:
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1 month ago

Dear Tiffi1984,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if you passed the full KYC verification?

Do I understand correctly that since 7 October, you have not received any replies to your emails at all?

When was the last time you communicated with customer support?

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

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1 month ago
Translation

Hello Veronika

Yes, it is true, my emails are simply ignored.

I last communicated with customer support on October 10, 2024. All they could tell me was that I would be informed as soon as the responsible department had more information... I also had a copy of this chat history sent to me.

I then sent another email to customer care and officially complained. No response...

Verification was not carried out. I also don't see any option to upload documents myself in my profile.

Best regards

Automatic translation:
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1 month ago
Translation

Hello,

Today I finally received an answer.

Essentially, it just says (all in English) that I should upload documents so that they can further examine my case... And that they will then get back to me after 7 working days...

Access to the casino is still available...


VG

Automatic translation:
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1 month ago

Thank you for your reply. Have you submitted all the requested documents to the casino for verification? Have your documents been verified yet?

How many deposits have you made from 7 October, when you requested to be self-excluded?

Has the casino blocked your account yet?

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1 month ago
Translation

Hello, yes I sent the documents directly on October 16. I don't know whether they were checked.

Yes, the account has now finally been blocked. I received a short email about this. In response to this email, I asked when I would get my money back that I had deposited since October 7th... Again, no response...

Since then I have paid in the following amounts:

07.10. - 240 €

09.10. - 100 €

10.10. - 150 €

11.10. - 175 €

12.10. - 30 €

14.10. - 330 €

Automatic translation:
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3 weeks ago

Thank you. Please forward me all the communication between you and the casino regarding the closure of your account and the refund of your deposits to my email address at veronika.l@casino.guru. Thank you for your cooperation and I look forward to assisting you further.

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3 weeks ago

Thank you very much, Tiffi1984, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

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3 weeks ago

Hello Tiffi1984,


My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.


I would like to request the presence of a representative from the casino in this conversation.


Dear RoyalistPlay Casino,


Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  


Thank you in advance.


Respectfully,


Michal


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3 weeks ago
Translation

Hello Michael,


thank you very much for your efforts

Automatic translation:
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2 weeks ago

Dear Michal,


The player submitted their request to the designated e-mail address on 08.10.2024, went through the basic KYC procedure and after their documents were reviewed their account was closed on 16.10.2024. Please note that each request is reviewed and handled manually, therefore technical time is needed for the completion.


The player's account has been excluded according to our standard procedure within the designated timeframe outlined in our terms and conditions.

 

Regards,

RoyalistPlay Casino

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2 weeks ago

Thank you, RoyalistPlay Casino for the clarification of the process.


Can you tell me when exactly was the player asked to provide his documents and when exactly did he oblige?

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1 week ago

Dear Michal,


The player was asked to provide identity documentation on October 16, 2024, and she submitted it on the same day.


Please note that each request is reviewed manually, and due to the high volume of requests, processing time may vary. The player's request was approved within the timeframe outlined in our terms and conditions.


Regards,

RoyalistPlay Casino

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6 days ago

Dear RoyalistPlay Casino,


I understand that there is a certain timeframe needed to sort through self-exclusion requests, as it has to be done manually. That's why we can not consider a full refund of deposits from the moment of the self-exclusion request. However, let me also mention that if a player asks for self-exclusion due to gambling addiction, their request should be treated with utmost importance and priority, to stop them from depositing and subsequently losing more funds. I believe that the self-exclusion process took too long in this case and that the player should be entitled to a refund of their deposits from the 14th of October because as of this date, the account should already have been closed.


Can you refund the player the aforementioned deposit of 330€ from the 14th of October?

RoyalistPlay Casino has 0d 14h 8m 42s to reply

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