Regals Casino - ゲームプレイが類似しているため、プレイヤーのアカウントはブロックされました。

Deposit at participating casinos to receive bonus money and play slot games.

Play and withdraw from slot games that are not bet restricted or prohibited games in the bonus terms and conditions.

After that, there was no problem with account verification, and the withdrawal amount was $ 400 two or three times, but one day, even if I suddenly applied for withdrawal, it did not come out. When I contacted support, I was told that the withdrawal was not possible due to additional authentication of the account.

I told him that I would like to cooperate with him, so please let me know if there is anything I can do, but today, when I opened the site and tried to log in, I found out that my account was locked and I could not log in.

After that, when I contacted support because I didn't know the cause, I was told that my account was closed because the gameplay was similar to other users, but I didn't understand it and the chat was cut off. is.

To be honest, I am in trouble because I do not understand the meaning, so I will post it to this casino guru. thank you.

該当カジノで入金してボーナスマネーを受け取りスロットゲームをプレイ。

ボーナス利用規約内のベット制限や禁止ゲームではないスロットゲームで遊んで出金。

その後アカウント認証は問題なく2，3度出金額は400ドルが降りてはいたが、ある日突然出金申請をかけても降りなくなってしまう。サポートに問い合わせしたところ、アカウントの追加認証をしているため出金が降りない状況だと説明を受ける。

こちらとしては、協力出来ることはするので何かあれば教えてほしい旨は伝えていたが、本日、サイトを開いてみてログインしようとしたらアカウントログインできずアカウントロックが掛かっている状況が判明。

その後、原因が分からないためサポートに問い合わせした所、ゲームプレイが他のユーザーと似ているような指摘でアカウントが閉鎖されたと説明を受けたが、よく分からずチャットを切られてしまっている状況です。

正直意味が分からず困っているためこちらのカジノguru様に投稿させて頂きます。よろしくお願いします。

Dear minaryo,

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 to make sure I understand the situation properly.

When did you send the documents for additional verification? Could you please confirm if you have passed the additional account verification?

Could you please provide me with the link to the bonus you used?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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

Best regards

Veronika

Thank you for contacting me.

The first time I was asked for kyc was on 4/19. At that time, I was asked to submit my ID, resident card, and payment method.

After that, on May 26th, I received an email saying that kyc authentication was completed, and I withdraw $400 a few times, but after that, I received a message from the casino saying that they are conducting additional verification of my account, so please wait. It is a situation that I have been contacted.

Regarding the additional verification of the account, I was told that there was no need to send new materials, so I had no choice but to wait.

連絡ありがとうございます。

一番最初にkycを求められたのは4/19です。その時に身分証明書、住民票、入金方法について求められて提出させて頂きました。

その後5/26にkyc認証が完了したとのメールが来て2,3度出金が400ドル降りるが、その後アカウントの追加検証を行っているとカジノ側から連絡を受けているから待ってほしいと連絡を受けたという状況です。

アカウントの追加検証に関しては、こちらから新たに資料を送る必要は無いと言われたため待つしか無かったです。

Regarding the type of bonus, I remember it was either a first deposit bonus or a reload bonus that you can receive on the weekends.

https://regalscasino.com/en/promotions/kingdom-wb-1st-deposit

https://regalscasino.com/en/promotions/monarch-weekend-reload

ボーナスの種類についてですが、初回入金ボーナスか週末受け取れるリロードボーナスのどちらだった記憶しています。

https://regalscasino.com/ja/promotions/kingdom-w-b-1st-deposit

https://regalscasino.com/ja/promotions/monarch-weekend-reload

Thank you very much, minaryo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello minaryo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Regals Casino to join the conversation.

Dear Regals Casino,

Can you please explain why you blocked the player account? If the information can't be shared publicly please send it to me at michal.k@casino.guru

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 minaryo,

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 Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal