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

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

Amount: €800

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

Waiting for casino to reply

4d 8h 7m 48s

Case summary

2 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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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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1 week 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 week 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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5 days 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 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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2 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


Waiting for approval
Waiting for approval
2 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

RoyalistPlay Casino has 4d 8h 7m 48s to reply

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