Royal Vegas Casino makes false claims, took winnings

posted on December 3, 2013.

Royal Vegas locked my account after I won and said that I violated terms. I asked them many times what the problema was and they never answer. They only say they do not talk about it so they unilateraly decided to take my wins without telling me even why.

I then posted this on gamblinggrumbles website and they said they cannot help with the casino case it is bad but they were very helpful and they told me to try to complain to ecogra.

I tried ecogra and they said they would investigate. They then told me that royal vegas told them that the reason they took my winnings was because I bet more than I was allowed. They said I bet 145 when I had a 400 bonus and that was agains their rules because the bonus only allowed me to bet 30% of the bonus amount on one bet. So they said I should only have bet 120 max.

Now I told ecogra that royal vegas is lying about this becaues my bonus was 500 and not 400 and also I bet 100 not 145. The bonus amount I can prove because they actually sent me an email after I was given it saying it was 500!! The bet amount I can look in the history of the site games but they don´t even let me login to my account. Either way I did not violate their rule at all.

I told this to ecogra but they didn´t answer me back and it´s been almost 1 month now. I told the royal vegas support this too and they said they will refuse to answer back because now my case is with ecogra - funny because they refused to answer back even before I knew about ecogra.

So first the site thinks it´s okay to take my winnings without even giving me any reason and lock my account. Then after I figure out how to complain against them, they do not even get the facts right, making 2 stupid mistakes that I could have told them about a long time ago. Then Ecogra dissappears and stops answering me. The site now still refuses to even talk about their false claims.

posted on December 6, 2013.


I will respond as soon as I have investigated the account.



Head of Operations

Fortune Lounge

posted on December 9, 2013.

My complaint hasn´t been solved. It is still open. I received email that it will be closed. Why??

posted on December 10, 2013.

Hi cocheazul

I apologise for taking some time to reply to your posting but I needed to do a full investigation on your account first.

I also wish to apoligise for the incorrect handling of your account as you are quite correct that you wagered €100 and not €145 as stated to you.

We have subsequently unlocked your account and returned the winnings for you to withdraw.

Our Player Security Agents unfortunately assessed your account at a time where we were inundated with players abusing our bonus system and were playing irregularly (as in some latest postings in this forum) and should not have taken this action on your account.

I profusely apologise for this error as it happens rarely.



posted on December 12, 2013.

I logged in now and it is working again.... I also see my balance!

I am still missing 2500 from my balance because asked to withdrawaw that and now it is not in the account or cashier.

Please put that back!

Thank you!

posted on December 13, 2013.


Please check your account. The funds should be there.



posted on December 14, 2013.

Yes, I see that the balance was sent back ut still I had 2500 in pending withdrawal before that is not back in the account.

I already withdrew what you gave back and now am waiting for it.

Thank you.

posted on December 16, 2013.

Royal Vegas has sent me everything now just as they said. Please forget my last 2 posts. Thank you.