Royal Vegas Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

Hi,

I’m honestly shocked and confused by what just happened to me with Royal Vegas Casino, and I really need help understanding and resolving it.

I signed up about two weeks ago and have deposited over €1,000 since then. I also made deposits without using any bonus at all. I was just playing regularly, mainly hoping to get lucky like anyone else.

Eventually, I did have a decent win, €13,197, and of course, I was happy. I sent them all the verification documents they requested and waited, thinking everything was fine.

But instead of processing my withdrawal, they suddenly closed my account yesterday. No warning, no clear explanation, just an email accusing me of being a "bonus abuser." I have no idea how they came to that conclusion. I played by the rules, and again, I didn’t even use a bonus for all of my deposits!

Also, they randomly sent me back €900, which is my last two deposits. Again, without me asking for it, and with no real explanation. What about all the other money I deposited? What about my win?

It feels like they were fine taking my money while I was losing, but the moment I won something, they shut me down and threw out some vague excuse. That’s not okay. I’m not a fraud, and I don’t deserve to be treated like one.

I’m asking for this to be properly looked into. Either they prove with actual evidence how I supposedly "abused" bonuses or they pay me my rightfully won €13,197. If they don’t want to pay winnings, they should refund every cent I deposited.

Right now, I feel completely taken advantage of and very frustrated. Please help me get some clarity and fairness in this situation.

Thanks,

Mathilde

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Could you please specify which document you provided to the casino during verification? Has the casino used any third-party verification system, in order to complete the process, to your knowledge?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi I opened my account maybe a month ago. I played roulette and slot games only. For verification I uploaded my passport and bank statement. I will send you our communication to your email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Royal Vegas Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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 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.

We need to extend the timer for 7 more days since we are still trying to contact the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Authority itself (complaints@gamingcommission.ca). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski