Royal Vegas Casino - Casino drops in bonuses anytime they want and refuses to remove them

RESOLVED
Renata Lithuania
posted on February 22, 2015.

Recently I have registered to Royal Vegas casino. On my very first deposit I was offered a few deposit bonuses, I chose to deposit without bonus, but a bonus was still added to my account. I have contacted support to remove the bonus and they did that. On my second deposit unwanted bonus was added again. After contacting support they removed the bonus. Also I have asked to stop giving any bonuses to my account in the future. They accepted that so the agreement was made (no more bonuses at all). Few days later I was playing at live casino and lost a little bit. While still playing at the table I made a deposit and kept playing. Next day while reviewing my statement I've mentioned that there is a bonus of 242.50 EUR in my account again. After contacting support they refused to cancel bonus because bets were made when bonus was added. Bonus wasn't received instantly after deposit. It is not clear when it was dropped to account. Looks like, they add bonuses whenever they want. And that is how they suspend all your money.

Long story short:
Casino agrees to not add any bonuses to account, ignores it and still adds bonus in the middle of playing without any warnings or messages (so you can't see bonus was added), then refuses to cancel bonus because bets were made after that. And even refuses to let you withdraw your initial deposit.

posted on February 23, 2015.

Hi

Please send me your account number so I can investigate.

Regards

Wim
Fortune Lounge

Renata Lithuania
posted on February 23, 2015.

My account number is frvrm0093742007

posted on February 23, 2015.

Hi Renata

We have removed the bonus balance of €242.50 that is still reflecting on your account.

As these were part of your sign-up bonuses they were unfortunately automatically added. Any further bonuses will require you to specifically opt-in to receive these. Should you wish not to receive any promotional offers please let me know so we can have you excluded from receiving them.

We apologise for the inconvenience.

Regards

Wim
Fortune Lounge

Renata Lithuania
posted on February 24, 2015.

Bonus was removed and issue was solved. Thank you very much