RoyalistPlay Casino - Виведення коштів гравцями затримується, а виграші конфіскуються.

This casino refused my withdrawal of my winnings once the bonus was converted ($1500 after meeting the rollover terms). They said that they had "analyzed" my play and found signs of some type of tampering which is completely bogus. I only played slots. They also refused my withdrawal of my initial deposit of $150, always asking me for more documents as proofs of address etc (government issued, bank statement, etc) which they end up refusing. The chat and customer service are inefficient, simply repeating the same thing in their correspondance. Impossible to speak to a real person. I am at my wits end with them.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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 RoyalistPlay Casino.

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

• Do I understand correctly that your account is still accessible to you?
• What games did you play to accumulate your current balance in the casino? (which slots or game providers)
• Have you played at home or in other locations?
• Which device have you used to play?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], 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

Dear Elleinad,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi!

i sent you some screenshots to add to my complaint. Not sure if you added them but i will try and answer your questions.

1- yes, my account is still accessible because they tell me that in order to close my account, there cannot be a balance. However, they refused the witgdrawal of my initial deposit (which is fhe current balance in my account), stating that they need more documents, including a bank statement, in order to let me take out my money. My bank told me not to provide such statement and they keep refusing all the documents i have already submitted so i am stuck!

2-my current balance us my initial deposit required to obtain the bonus. I only played casino slots and used my smartphone only. After rollover was met, my winnings were converted and added to my account balance, totalling $1,500. I sent you screenshots of that eight after i deposited my complaint but i’m adding them here for you to see.

3- i only played on my smartphone and at only in my home.

4- i have been through my email exchanges with Royalist, and messages on the message board of my acvount where they were justifying refusing the $1500 withdrawal, accusing me of having played in a way that suggested some tampering so i can add it. So far, i cannot find it but i will add it here as soon as i do.

Hopefully, these informations and the screenshots will help.

Hi again,

i found the email and my reply and i took screenshots to submit with my previous reply to you.

thank you. I appreciate your help!

Dear Elleinad

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Elleinad,

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

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

Dear RoyalistPlay Casino,

I respectfully seek clarification concerning the actions or gameplay of the player that were considered violations of your terms and conditions, which resulted in the decision to confiscate the player's winnings. Additionally, I request your clarification on why the refund of the player's deposit has still not been processed from your end.

Should there be any pertinent factors related to this case that cannot be disclosed publicly, I kindly ask that you communicate them to me directly at [email protected]

Thank you for your help, Michal! I am looking forward to the RoyalistPlay Casino. I expect that regarding the refund of my own deposit, they will say that i haven’t submitted documents that met their requirement and that refused on that basis. I have submitted several documents, including my government issued driver’s license with my picture my name and my address on it. The other documents had my name and address on it and two of the documents had a recent date on them (a hydro bill and an income tax letter which are in french but the info is clearly there) so that should be sufficient. It makes me very nervous that they keep asking for more documents and i don’t understand why they can’t accept the ones i submitted.

Dear Michal,

We would like to provide further clarification regarding this situation.

On 20/10/2025, the customer activated the bonus code WELCOME200, deposited 150 CAD, and received a 100% bonus. They subsequently converted the bonus and submitted a withdrawal request on 22/10/2025.

Following a review of the account activity, it was determined that the player violated Section 11 of the Bonus Terms and Conditions (Restricted Gameplay). Specifically, they placed multiple bets exceeding the 5% maximum stake allowed while wagering the bonus. Their stakes ranged from 0.10 CAD to 50 CAD, which constitutes a direct breach of the bonus terms.

As a result, the player gained an unfair advantage while wagering the bonus. Consequently, all winnings accrued in violation of the terms were voided, and the customer’s balance was restored to the amount of the original deposit.

The customer retains full access to their account, where all bets and transactions can be reviewed.

Subsequently, they submitted another withdrawal request for the deposited amount. However, the customer was asked to complete the required verification process and declined to provide the requested documentation.

Please note that each withdrawal request is assessed individually and is subject to verification checks. Without the player’s cooperation, we are unable to process the withdrawal.

Kind regards,

RoyalistPlay Casino

Dear RoyalistPlay Casino,

Thank you for your response. Please forward me evidence on the maximum bet rule breaches to my email [email protected], ideally the player's full gamelog in XLS format.

Dear Elleinad,

While I cannot yet confirm the alleged maximum bet amount violation while playing with an active bonus, as was suggested by the casino team above. When processing a refund of your deposit, it’s standard in the industry for casinos to carry out KYC (Know Your Customer) and/or AML (Anti-Money Laundering) checks before completing any payment.

These checks are important because they help the casino confirm that the money is being sent to the correct person. Since the casino cannot see players in person or check their ID physically, this is the only way they can verify your identity and documents.

KYC means providing proof of identity, address, and sometimes documents that show your payment method or source of funds.

This is required by regulations not only in Canada but worldwide to prevent fraud and money laundering, confirm your age, and keep transactions secure. The casino is fully entitled to request certain documents from the KYC and/or AML check from you prior to processing any payment.

I can only recommend that you provide the requested documents if you want to receive the deposit refund.

Hi Michal,

The bonus amount was $300 which was twice the amount of my deposit. I only bet higher amounts when i won enough money to warrant increasing the bet. I met the rollover, which was i was told i had to do to clear my winnings. If, as they say, my beting pattern gave an unfair advantage, i don’t know that it was not allowed to vary my bet since they also say that one cannot just bet the minimum while using the bonus. Frankly, i don’t know anyone who would read the many pages of the rules before playing $300. And again, my bonus was converted but they chose to confiscate it when i asked to withdraw my winnings. Somehow, it probably wouldn’t have been considered unfair if i had wagered all my winnings, to the advantage of the casino.

also, i wish to point out that i submitted several documents to both establish my identity AND my address but none apart from my driver’s license was accepted, even a government issued document, without explanations as to why it wasn’t satisfactory. They gave a description if the types of proofs of address that they would accept but even those documents were not accepted after i submitted them.

Thank you Michael for trying to help. I appreciate it!

I complied with their requests to no avail and i saw several comments of customers of this casino who have had a similar experience as mine so i think it further validates my claim.

Dear Elleinad,

Kindly send all the documents you have submitted to the casino for KYC and/or AML verification to [email protected] for an independent evaluation.

Dear Elleinad,

Thank you for the email with the documents. I will continue my discussion with the casino team.

Dear Michal,

Please note that prior to accepting the bonus, the player acknowledged and agreed to the applicable Bonus Terms & Conditions. Our review indicates that bets exceeding the permitted limit were placed, which the player has also confirmed in this thread by noting that the stake was increased. Furthermore, the player has access to their full gaming history, which may be helpful in further clarifying the activity if they are able to provide you with this information.

With regard to the withdrawal request, the player has been kindly asked on several occasions to submit the necessary documentation. As this information has not yet been provided, we have been unable to complete the KYC verification process at this time.

Kind Regards,

RoyalistPlay Casino

Dear RoyalistPlay Casino,

Thank you for your response. I would appreciate it if you could kindly share any available evidence regarding the alleged maximum bet rule breaches by sending it to [email protected], ideally in the form of the player’s complete game log in XLS format.

In addition, the player has provided me with the same documents that were submitted to you for the KYC process. Based on my initial review, I did not observe any major inconsistencies that would clearly prevent their acceptance. I would therefore be grateful if you could help me better understand the reasons the documents were not approved.

Should it be more convenient, please feel free to share your clarification directly with me via email.

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 Michal,

Thank you very much for your patience.

At the moment, our team is still waiting to receive the necessary documentation from the customer so they can complete the security check. Once this information is provided, we will be able to continue reviewing the case.

As shared in our earlier communications with both you and the player, we have already explained in detail where the issue with the bonus occurred. This was also communicated to the customer when they contacted our Support team.

We would also like to mention that the customer has full access to their gaming history and may review or share this information at their own discretion, should they wish to do so. However, we must prioritize our customers’ safety and data protection when handling such information.

We believe the information provided to date sufficiently substantiates our actions.

Kind Regards,

RoyalistPlay Casino

Dear Elleinad,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Michal,

i feel we are going in circle with RoyalistPlay Casino. Even though you reviewed the documents that were provided to them and found them to be sufficient, they keep asking for it and also use this excuse to: 1-avoid replying with what you asked (my documented play history). 2-deny me the withdrawal of my deposit.

As a show of good faith, i will provide more documents to prove my address. If these are again refused, which i unfortunately expect will be the result, i will advise you.

I really appreciate your efforts on my behalf and i am hoping that my experience with this online casino will divert players away.

Dear Elleinad,

Thank you for your response. I’m hopeful that the additional documents you’re able to provide will help move the case forward and bring us closer to a resolution.

Dear RoyalistPlay Casino,

I look forward to your feedback.

Dear Michal,

Thank you for your patience.

Please be advised that the dedicated team has been in contact with the player and is currently awaiting their response. 

They are actively working towards providing the required support.

Kind regards,

RoyalistPlay Casino

Dear RoyalistPlay Casino,

I remain hopeful that this case will see a positive end. I look forward to your feedback.