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.
RoyalistPlay Casino - Player’s account closure request is ignored.
Amount: €800
RoyalistPlay Casino
Safety Index:LowSafety Index
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Case opened
Current status
Waiting for casino to reply
2d 13h 9m 13s
Case summary
yesterday
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2 weeks 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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2 weeks 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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2 weeks 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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2 weeks 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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2 weeks 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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2 weeks 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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1 week 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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5 days 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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4 days 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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4 days ago
Translation
Hello Michael,
thank you very much for your efforts
Automatic translation:
RoyalistPlay Casino has 2d 13h 9m 13s to reply
