Royalistplay Casino - Бонусні виграші гравця були анульовані.

Hello

i deposited 200 euros at royalistplay with the welcome bonus and got 100 euros bonus

(https://royalistplay1.com/en/promotions/welcome)

After successful implementation, I then applied for a payment of 1898 euros

A short time later, the payout was rejected and I got my deposit of 200 euros back.

I am accused of bonus manipulation without being more specific or specifying exactly what I am supposed to have manipulated.

I only played one game with the bonus and never switched games until the bonus was fully implemented.

Also I have not changed the use at any time.

this game was allowed to play according to the bonus conditions and also turned over the wager.

I don't understand how a bonus manipulation should have taken place.

Since I absolutely cannot understand the casino's decision, I decided to open this complaint

i am fully verified and it is my first withdrawal at this casino

hallo

ich habe bei royalistplay mit dem willkommensbonus 200 euro eingezahlt und 100 euro bonus erhalten

(https://royalistplay1.com/de/promotions/welcome)

nach erfolgreicher umsetzung habe ich dann eine auszahlung von 1898 euro beantragt

kurze zeit später wurde die auszahlung abgelehnt und ich habe meine einzahlung von 200 euro zurück erhalten.

man wirft mir bonusmanipulation vor ohne konkreter zu werden oder dies genau zu konkretisieren was ich genau manipuliert haben soll.

ich habe mit dem bonus nur ein einziges spielt gespielt und habe bis zur fertigen umsetzung des bonus das spiel nie gewechselt.

auch habe ich zu keinen zeitpunkt den einsatz geändert.

dieses spiel war laut bonusbedingungen erlaubt zu spielen und hat den wager auch umgesetzt.

wie eine bonusmanipulation stattgefunden haben soll verstehe ich nicht.

da ich die entscheidung des casinos absolut nicht nachvollziehen kann habe ich mich dazu entschlossen diese beschwerde zu eröffnen

ich bin voll verifiziert und es ist meine erste auszahlung in diesem casino

Dear bernd30,

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, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

If there’s any other relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

the casino only accuses me of bonus manipulation without being more specific (see screenshoot)

I won with the welcome bonus 2 and 3 (50 percent bonus each) and won a total of 1898 euros (code WELCOME250 and code WELCOME50)

https://royalistplay1.com/en/promotions/welcome

I won 997 euros with welcome250

and with WELCOME50 I won 901 euros

So a total of 1898 euros

for both bonuses i deposited 200 euros each (400 euros in total) and received a 100 euros bonus

However, only 200 euros were posted back to my account.

das casino wirft mir nur bonusmanipulation vor ohne konkreter zu werden (siehe screenshoot)

ich habe mit den willkommensbonus 2 und 3 (jeweils 50 protzent bonus) gewonnen und insgesamt 1898 euro gewonnen (code WELCOME250 und code WELCOME50)

https://royalistplay1.com/de/promotions/welcome

mit welcome250 habe ich 997 euro gewonnen

und mit WELCOME50 habe ich 901 euro gewonnen

also insgesamt 1898 euro

für beide bonusse habe ich jeweils 200 euro eingezahlt (insgeamt 400 euro) und 100 euro bonus erhalten

zurück auf mein konto wurden allerdings nur 200 euro gebucht.

Thank you very much, bernd30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi bernd30,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Royalist Play Casino to the conversation to participate in the resolution of this complaint.

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.

Hi bernd30,

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 Antillephone Gaming Authority (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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter