Royal Reels Casino - 플레이어의 보증금이 누락되었습니다.

I deposited $200 into my royal reels account and the money never went in so I complained on live chat as was told the payment failed and that the payment would be put back into my bank account.

5 days later the payment is no longer pending and the royal reels team are not responding to emails or to live chat. Surprise surprise.

Dear sdonaldson98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt 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 

It was not my first deposit and I’ve been trying to contact royal reels to sort it and they’re not replying but the day it happened they replied basically straight away

I completely empathize with your frustration, sdonaldson98. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 24 days, making it a full month. In the meantime, I suggest contacting your payment provider. Ideally, they should be part of the investigation.

If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

I have contacted my bank they’re looking into it I’ve also been messaging royal reels every few hours but still no luck getting in contact with them.

I appreciate your patience. I'm sure that the investigation is currently in progress, and I will touch base with you in January. I regret that I cannot offer more assistance at this moment, as these inquiries often require up to 30 days.

Dear sdonaldson98,

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.

I was told I would hear from the payment team but I never did

Hi sdonaldson98,

I'm sorry to learn that there hasn't been any progress since December. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

I have already sent them to the royal reel’s support team multiple times

Hi sdonaldson98,

I understand that you sent everything to the casino but I'd like to check it as well with the most recent dates. Kindly provide your bank statement, clearly displaying the deposit transaction. The statement should be dated from the day of the deposit until today, serving as evidence that the funds left your account and were not refunded.

Thank you.

Dear sdonaldson98,

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.

It’s not allowing me to share the statements on here is there an email I can send them too?

Hi sdonaldson98,

I shared my email address in my first reply. You can forward any relevant documents to petronela.k@casino.guru. 

Thank you.

Dear sdonaldson98,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.