Rich Royal Casino - プレイヤーのアカウントは閉鎖されました。

I played at this casino 3 days ago and won 201€, I requested a withdrawal and today I went to log in to my account and they have closed my account. I contacted customer support and they told me my account was closed by the management's decision but I will receive my money. But they are lying to me, because they wrote to me that my withdrawal has been approved and sent by the casino, but inside the casino it still shows me that it is being processed.

Έπαιξα σε αυτό το καζίνο πριν από 3 ημέρες και κέρδισα 201€, ζήτησα ανάληψη και σήμερα πήγα να μπω στο λογαριασμό μου και μου έχουν κλείσει το λογαριασμό. Επικοινώνησα με την υποστήριξη πελατών και μου είπαν ο λογαριασμός μου έκλεισε με απόφαση της διοίκησης όμως θα λάβω τα χρήματα μου. Ομως μου λένε ψέματα, γιατί μου έγραψαν ότι η ανάληψη μου έχει εγκριθεί και έχει σταλεί από το καζίνο, όμως εμένα μέσα στο καζίνο μου δείχνει ακόμη ότι είναι σε επεξεργασία.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rich Royal Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Have you passed account verification in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kouratzina,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas