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

Hallo

Ich habe am 07.10.2024 an den Support des Casinos geschrieben, dass mein Konto sofort wieder gesperrt werden soll (auch dass ich spielsüchtig bin und mich gar nicht erst hätte anmelden sollen). Diese Mail wurde ignoriert.

Daraufhin habe ich am 08.10.2024 im Live Chat nachgefragt. Hier konnte man mir auch nicht helfen. Mir wurde nur gesagt, ich solle mein Anliegen an die Mail vom customercare senden. Dies habe ich auch getan. Ich erhalte keinerlei Rückantwort, mein Konto ist nach wie vor geöffnet, und wie es leider so ist habe ich seit dem auch wieder etwas eingezahlt.

Könnt ihr mir hier helfen? VG

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

Hallo Veronika

Ja es ist tatsächlich so, meine E-Mails werden einfach ignoriert.

Mit dem Kunden-Support habe ich zuletzt am 10.10.24 kommuniziert. Hier konnte man mir nur sagen, dass ich informiert werde sobald die zuständige Abteilung mehr Informationen hat... Ich habe mir diesen Chatverlauf auch als Kopie senden lassen.

Daraufhin habe ich nochmals ein Mail an Customercare gesendet und mich offiziell beschwert. Keine Reaktion...

Eine Verifizierung wurde nicht durchgeführt. Ich sehe in meinem Profil dort auch keine Möglichkeit Unterlagen selbstständig hochzuladen.

Viele Grüße

Hallo,

heute habe ich endlich ein Antwort erhalten.

Im wesentlichen steht nur drin (alles auf Englisch), dass ich Dokumente hochladen soll um meinen Fall weiter prüfen zu können... Und dass sie sich dann nach 7 Arbeitstagen wieder bei mir melden...

Der Zugang zum Casino ist nach wie vor vorhanden...

VG

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?

Hallo, ja die Dokumente habe ich am 16.10. direkt geschickt. Ob diese geprüft wurden weiß ich nicht.

Ja, das Konto ist mittlerweile endlich gesperrt. Ich habe dazu eine kurze E-Mail erhalten. Auf diese Mail habe ich gefragt, wann ich mein Geld zurück erhalten, dass ich seit dem 07.10. eingezahlt habe... Wieder keine Reaktion...

Eingezahlt hatte ich seit dem wie folgt:

07.10. - 240 €

09.10. - 100 €

10.10. - 150 €

11.10. - 175 €

12.10. - 30 €

14.10. - 330 €

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.

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.

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

Hallo Michael,

vielen Dank für die Bemühungen

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

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?

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

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?

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.

Dear Michal,

We completely understand that self-exclusion requests are highly sensitive. For this reason, our dedicated team thoroughly reviews each request to ensure it is handled appropriately. These experts receive comprehensive training to address such matters effectively while strictly following established protocols.

The timeframe for processing exclusion requests is clearly outlined in our terms and conditions and our actions are in accordance with publicly available information.

In addition, please note that on 07/10/2024, the player initiated an email communication with our support team expressing gambling addiction. Since this type of request is outside their scope, they advised her to submit it to our designated e-mail address: customercare@royalistplay.com. On 08/10/2024, the player followed their advice, however, she submitted the request within the same e-mail thread. As a result, the e-mail was not received in the appropriate inbox and made it challenging to properly address the player's issue. Since the communication is via email, it took time to be reviewed by the respective team so they acted accordingly and raised the matter internally in order for the account to be closed within the timeframe outlined in our terms and conditions.

Regards,

RoyalistPlay Casino

Dear RoyalistPlay Casino,

I believe the player followed the procedure correctly. After you redirected them, they wrote an email to the correct address. I understand that it might have been challenging to find the email, however, the player obliged immediately and did everything they were asked to do. I firmly stand behind the fact that the player should get a refund that they are entitled to, that being their last deposit in the amount of 330€ from the 14th of October.

Dear Michal,

The timeframe for exclusion requests may vary due to the fact they are handled manually, therefore technical time is needed for their processing. However, please note that the period for the completion of this kind of request is limited and clearly described in our terms and conditions as well as the whole process of self-exclusion. 

In accordance with the above, the player's account was excluded within the designated timeframe and the accounts's activity while their request was pending is their sole responsibility as per our terms and conditions.

Regards,

RoyalistPlay Casino

Dear RoyalistPlay Casino,

It seems that it is needed to mention that players who suffer from gambling addiction are often not in control of their actions. Therefore, your argument that the players' account activity while their request was pending is their sole responsibility can not be taken as valid.

Once again, I understand that this process requires a certain timeframe. That's why the player should receive his last deposit only after considering the necessary timeframe for completing the self-exclusion process. Time is a very important factor when it comes to dealing with self-exclusion due to gambling addiction.

I am asking you to reconsider your position in this matter for one last time. If you refuse to do so, I will be forced close this complaint as unresolved, which will negatively impact your safety index on our site.

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.