Royal Vegas Casino - Won't give me my winnings

RESOLVED
posted on June 22, 2016.

I was told I was allowed to use my husbands card if I had proof that I was allowed I sent them authorization focuments and that was verified I was then told I need to send identification verification which I did I sent my licenses passports and proof of residence even our marriage certificate after 2 months of trying to get my 500 dollar winnings they tell me it's a breech in their contract that I cannot have my money due to the fact I used my husbands card. Why get me to go through all that trouble if they were just going to withhold my winnings forever anyways? I'm disappointed and frustrated because I spent more than enough money in that casino to be able to get my winnings.

AskGamblers
posted on June 26, 2016.

Dear Jacqueline,

Please let us know if there's some update on your issue.

posted on June 27, 2016.

Hi Jacqueline

I am busy investigating your issue and will get back to you as soon as possible.

Regards

Wim

posted on June 29, 2016.

Hi Jacqueline

I have looked at all the communications we have had with you and found several occasions where you were informed that using your husband's card is in breach of our Terms and Conditions and is not allowed.

The document request was for a specific purpose and was not an indication that we would pay your winnings in contravention of our T & C's.

Regards

Wim
Fortune Lounge

AskGamblers
posted on June 30, 2016.

We invite both parties to send evidence of correspondence where can clearly see that player was or wasn't informed that she can't use another person credit card. Please send them to AskGamblers email: [email protected]

Thank you for your cooperation.

AskGamblers
posted on July 6, 2016.

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Royal Vegas Casino that player was correctly informed that it is forbidden by casino's terms to use other person credit card. Player by these actions violated general term # 1.2.1.5.

Are the true and lawful owner of the monies that you wager at the Casino. If using a credit or debit card, the Cardholder's name MUST be the same as the name used when registering with the site. Where this is not the case the account may be suspended. Where an account is suspended, You should contact Customer Support for details of our verification process. Any withdrawals that are made by bank wire or cheque will only be payable to the name used when registering with the site and if a debit or credit card has been used to deposit funds the name must correspond to the name registered on the card;

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Royal Vegas Casino.