RoyalGame Casino - プレイヤーの賞金は没収されました。

I am submitting this complaint regarding RoyalGame.com casino.

I have been a fully verified player with them, having completed all required KYC procedures including ID and payment method verification. My account had a balance of approximately €5,000 after completing all wagering requirements tied to a deposit bonus, which had been reactivated by the support team at my request after it was accidentally cancelled.

After successfully meeting the wagering requirements and having my balance showing as fully withdrawable, I requested a withdrawal. However, following an "internal review", the casino permanently closed my account citing an "administrative decision", without providing any specific reason or citing any violation of their terms and conditions.

They also stated that a "manual adjustment" was made to my balance, effectively seizing my funds without clear justification. Despite my repeated attempts to request a detailed breakdown of this adjustment and the reasons behind it, the casino has failed to provide any transparent explanation or process my rightful withdrawal.

This situation is extremely concerning and feels like an unjustified confiscation of my legitimate winnings. I am therefore requesting Casino Guru’s assistance to mediate this dispute and help recover my €5,000 balance, which I believe is rightfully owed to me.

I am happy to provide all documentation, including my communications with the casino, screenshots of my account balance before the closure, and proof of my completed wagering requirements.

Thank you for your help in resolving this matter.

Dear fakedotas18,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalGame 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?
• Have you passed account verification in the casino? Were you asked to submit documents to verify your account?
• 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you very much for your response and for your interest in helping me with the problem I am having with RoyalGame Casino.

• I was registered at the casino from around June 9-10.

• My account was permanently blocked around July 1st, with no specific reason given by the casino other than the general term "administrative decision".

• I have fully completed the verification (KYC) of my account, having submitted all the necessary documents (identity and proof of payment). The casino had already accepted my identification and had even approved my previous withdrawals.

• I played exclusively on slots to accumulate my balance.

• This balance came from my own deposits and from the completion of wagering a deposit bonus, which the casino reactivated at my request, after it had been accidentally canceled.

I hope this information helps you see the situation clearly and helps me claim the €5,000 to which I am entitled.

Thank you very much in advance for your support.

Σας ευχαριστώ πολύ για την απάντησή σας και για το ενδιαφέρον σας να με βοηθήσετε με το πρόβλημα που αντιμετωπίζω με το RoyalGame Casino.

• Ήμουν εγγεγραμμένος στο καζίνο από τις 9-10 Ιουνίου περίπου.

• Ο λογαριασμός μου μπλοκαρίστηκε μόνιμα γύρω στην 1η Ιουλίου, χωρίς να δοθεί συγκεκριμένος λόγος από το καζίνο εκτός από τον γενικό όρο «administrative decision».

• Έχω ολοκληρώσει πλήρως την επαλήθευση (KYC) του λογαριασμού μου, έχοντας υποβάλει όλα τα απαραίτητα έγγραφα (ταυτότητα και αποδεικτικό πληρωμής). Το καζίνο είχε ήδη αποδεχτεί την ταυτοποίησή μου και μάλιστα είχε εγκρίνει προηγούμενες αναλήψεις μου.

• Έπαιζα αποκλειστικά σε slots (κουλοχέρηδες) για να συγκεντρώσω το υπόλοιπό μου.

• Το υπόλοιπο αυτό προήλθε αφενός από τις δικές μου καταθέσεις και αφετέρου με την ολοκλήρωση του wagering ενός bonus κατάθεσης, το οποίο μάλιστα το καζίνο επανενεργοποίησε μετά από αίτημά μου, όταν είχε ακυρωθεί κατά λάθος.

Ελπίζω αυτές οι πληροφορίες να σας βοηθήσουν να δείτε καθαρά την κατάσταση και να με βοηθήσετε να διεκδικήσω τα 5.000€ που δικαιούμαι.

Σας ευχαριστώ πολύ εκ των προτέρων για την υποστήριξή σας.

Thank you very much, fakedotas18, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]), 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 fakedotas18,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the RoyalGame Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us in detail? What was the reason behind the account closure? In case there is any confidential evidence, please send it to [email protected].

Thank you in advance for providing us with your view of the issue.

Dear  fakedotas18,

Thank you for your message.

Please be informed that we have initiated an internal review of your case.

We kindly ask for your patience while the investigation is ongoing.

As soon as we have any updates, we will notify you accordingly.

Best regards,

Royalgame Casino Team

Dear Royalgame Casino Team,

I expect you to also post your updates here on Casino Guru publicly. I have no problem with this case being completely transparent.

Best regards,

Dear parties,

thank you both for updating us on the matter.

Dear casino representative,

please let us know when any new developments arise.

Dear All,

We have thoroughly reviewed all the details of the case and we are pleased to inform you that the player's account has been successfully reopened.

The balance has also been reinstated in the account, except for the amount that was previously reclaimed via chargeback.

Please note that chargebacks are not considered an appropriate or ethical way to resolve disputes, and we kindly ask that this method not be used again in the future, as it may lead to permanent account closure.

We thank the player for allowing this matter to be discussed publicly and hope that everything will now proceed smoothly.

Best regards,

Royalgame Team

Dear Royalgame Team & Casino Guru,

I’m glad that this matter has finally reached a positive outcome.

That said, I still do not have access to my account (I have attached a screenshot for your reference). I am a player from Greece, where I understand your casino recently stopped operating. However, I won these funds before that happened.

I would kindly ask you to confirm whether my balance still remains at approximately €5,000 or if there has been any change, and to clearly state the exact amount — I have absolutely no issue with this being disclosed here on Casino Guru.

Furthermore, if it is indeed the case that your casino is no longer operating in Greece and I do not have access to withdraw my funds myself, please confirm the balance and proceed with transferring the amount to the same bank account I used for previous withdrawals.

Also, I would appreciate it if you keep this ticket open Mr. Martin (Casino Guru side) until the funds are safely received in my bank account.

Looking forward to your prompt reply.

Best regards,

Dear casino representative,

thank you for your update. We appreciate your cooperation and willingness to resolve this matter publicly.

At the same time, I find the player’s latest comments to be quite valid. Since access to the account is blocked now, due to recent restrictions on players from Greece, I would kindly ask you to confirm the current balance.

If the player is unable to access their account or process a withdrawal due to geo-restrictions, we would appreciate your confirmation that the funds can be transferred manually to the player’s previously verified bank account.

Once this process is complete and the player confirms receipt of the funds, we will be able to close this complaint as resolved.

Dear All,

Thank you for your message.

After reviewing the account, we can confirm that there are no restrictions in place, and we do not see any reason that would prevent the player from accessing it.

We kindly invite the player to try logging in again and let us know if the issue still persists, so we can further investigate if needed.

Best regards,

Royalgame Team

Dear Royalgame Team,

Thank you for your reply.

However, I still cannot access my account even after trying everything:

– resetting my password

– clearing cookies and cache

– changing browsers

– and attempting to contact live chat support.

Your live chat also informed me that you have recently stopped operating, which could explain why I’m unable to log in.

Since it seems that access is not possible from my side, I kindly ask you to process the withdrawal of my available balance to the same bank account used for previous withdrawals.

Please proceed accordingly and let me know once the transaction is completed.

Looking forward to your confirmation.

Best regards,

Hello fakedotas18,

Thank you for your patience!

Your account was recently undergoing a standard review process.

Everything is now in order, and you should be able to access and enjoy your account as usual.

If you encounter any further issues, feel free to reach out to our support team.

Best regards,

Royalgame Team

Hello fakedotas18,

can you please try to sign in again? Does everything work as intended?

Dear Royalgame and Casino Guru team,

Just an update from my side:

My account has now been reopened and the balance of €4,970 is correctly showing.

However, when I try to make a withdrawal, I get this message:

"For withdrawals each deposit amount must be fully wagered."

I’ve attached a screenshot so you can see exactly what I mean.

Since my account was already reviewed and reopened after your intervention, I’m hoping this is just a technical issue.

Can you please follow up Royalgame team so you can lift this block?

I would also appreciate if this ticket stays open until I actually receive the funds in my bank account Mr. Martin.

Thank you once again for your support both teams.

Best regards.

Dear fakedotas18,

We kindly ask you to check your email inbox, as we have sent you an important message regarding your case.

Please review it at your earliest convenience and get back to us as soon as possible so we can proceed accordingly.

Thank you for your attention and cooperation.

Best regards,

Royalgame Team

Dear parties,

thank you both for your continued involvement in the matter. What is the important message about? In case its contents are confidential, please let me know at [email protected].

Hello both teams,

I'm happy to announce that after the help and understanding of both teams I received the funds in my bank account. Thank you very much for your cooperation.

You can keep this ticket as resolved.

Best regards.

Dear fakedotas18,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at RoyalGame Casino for their involvement. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru