Wins Royal Casino - Player's account is suspended after withdrawal attempts.

Hello team Guru, here is my story with casino Winsroyal. I made a account and start playing with a Welcome deposit bonus. I won and wager the money for the bonus. I verified my account and got approved. Then i try to withdraw 700 dollar using Crypto. I straight away got a email

Withdrawal Reject !

 Dear Juan ****,

Please be advised that your request for a withdrawal has been rejected by Payment Provider.

I contact Livechat about this, they tell me please try to withdraw with another method. I try same Litcoin, i try USDT i try USDT Tron, all keep on getting a email with above Withdraw rejected.

i contact Livechat again, they told me to wait. The finance department is informed you will get a email soon to your mail. 

Oke i will wait, 1 week passes i contact again. They tell me please wait finance department is checking. Then 4 week passes every week i contact, same story. I start to worry because this money is a lot. 

Then after 30+ days plus i finally got the message from my Crypto Exchange 700 USDT received. I think nice because i worried for long that they will not pay my money...

Then i login winsroyal i try to withdraw 1000 dollar i used same method Crypto USDT Tron network ( same how i did the 700 dollar) Then 5 days pass i think money will come soon, as the paid me before. Then 7 days later i wanne check. I login i get the message. Your account has been suspended, please reactivate your account contact support. I open LiveChat and tell them the problem, they tell me moment our Team will email you shortly. 

9 days ago i get the email: 

Dear Juan **** *******, your Kyc verification is failed. If you have any questions please contact Customer Support.

i contact Livechat, they tell me write a email to : support@winsroyal.com i say oke.

i wrote them a email saying why my account is suspended and my KYC failed and why i got the 700 dollar withdraw?

No reply back, now 9 days further i am still in the same spot. My account is suspended, i contact Livechat. They keep on telling the same story now, see below.

For this type of request you must follow up with the email team please support@winsroyal.com

Like i am talking with a bot....

Thanks

Regards, Juan

Dear Cruzmoscato,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please advise if you have ever undergone a KYC verification?

Did you withdraw using the same payment method you used for your deposit?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Dominka, thanks for helping me.

Could you please advise if you have ever undergone a KYC verification?

Yes when i try to withdraw they ask me to do verification first, i could not go passed this. This wanted my ID and proof of address, after i uploaded it. I got the check mark and i could go to the Withdraw page. They sent me 700 dollar and worked so i was verified..

Did you withdraw using the same payment method you used for your deposit?

Yes i used USDT-TRC20 to deposit money on Winsroyal and i paid out using USDT-TRC20, ( after i try multiple different ways to get my money out with the withdraw rejected period) see Livechat where they tell try use different Crypto..

I sent the screenshots of the communication with the casino to your email. Thanks

Dear Cruzmoscato, have you managed to contact the casino to undergo verification again?

Do you know what documents are required for your account verification?

Is your casino account still suspended?

Hello Dominika,

I just contacted there livechat again, my account is still locked. i did this already multiple times, they keep on coming back with wait for the team to respond... Also multiple emails sent to

support@winsroyal.com no responses on it yet

Thanks

Thank you very much, Cruzmoscato, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Cruzmoscato,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wins Royal Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify why the player's KYC failed and why he hasn't received a response to the emails from customer support.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 Cruzmoscato, I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia