El Royale Casino - プレイヤーの賞金は没収されました。

I played on their site about a month ago. Normally with my mobile data. I never used any VPN and also I read terms that Bangladesh allowed. But from last couple of days I can't access their website. I connected with live chat and they said me Bangladesh restricted. My winnings 150$ I can't claim. Please try to solve my problem. Thanks.

Dear Kiron0035,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://elroyalecasino.com/terms/:

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

 

Since there is no longer a possibility to register an account from a restricted country (see the screenshot below), I would like you to advise how long ago you have registered your account?

Is there a registration email that you could forward to petronela.k@casino.guru? Do I understand correctly that your winnings have been accumulated solely from a No Deposit bonus?

 

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

Best regards,

Petronela

 

 

Yes it was from No deposit bonus. I didn't use VPN. That time Bangladesh was allowed.

Thank you very much, Kiron0035, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kiron0035,

Thank you for your feedback. Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. Please bear in mind that you’ve been playing with a No Deposit bonus EL50FREE and your balance is considered as bonus one until deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements have been met on 4/26/2021, however the required deposit was never made. Also, the account was never verified over the phone and no documents received according to KYC procedure. In addition to that the last login to the account was made on 4/26/2021 and there were no logins anymore before the country has been restricted by provider.

However, the best customer experience is aim of ours and we are ready to make an exception here, so you’ve been emailed with BTC wallet request in order to proceed with Payout.

Regards,

El Royale Casino Team

I receive my winnings just now. Thanks to El Royale for this exception. Thanks to CasinoGuru for great service.

Hello Kiron0035!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.