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Royal Vegas Casino - Indian players not allowed to play anymore, refusing to let me finish my bonus wagering OR refund the deposit

UNRESOLVED
Posted on 16 April 2018

It's 14th April, when I tried to login to my account, I got a message "The account name or password is incorrect". I tried to reset it, after resetting I got the same message again. I talked to Customer care agent, and he told me due to some changes in the regulation, Indian players are not allowed to play anymore. I was not notified of the this change in regulation earlier by any means.

Later I ask about the fund that are available in my account, he replied its just Bonus Money left in your account, we will forfeit that money and Bonus money is usually Casino's own money. He also mentioned bonus money can only be yours only if you had met wager / playthrough requirements. Now that's completely fine with me and was written in T&C page and most casino follows.
My playthrough requirement was around 620,000 and I had already completed 543,000, and I was winning. In week or two I could have have easily completed my playthrough requirements. Now they banned me without a notice.

I need my funds back which was originally deposited by me, as Royal Vegas didn't gave me a chance to prove myself.

AskGamblers
Posted on 16 April 2018

Dear @heartnspade,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed refund request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on 16 April 2018

I was able to successfully login on 9th or 10th of April 2018 with the same password I used to login earlier, but after some changes made to the Indian players, I can't login with the credentials which I used to enter earlier, So I tried resetting the password couple of time, still failed to login.

They kept telling me that I need to clear cookies, clear browser history, restart my computer and try Google Chrome...which I tried couple of times on my Laptop, even on a new computer and my android device, But still I failed to login. I also tried the downloaded version(VIPER), there I got an error message "Your account has been temporarily locked" stating staus code 107.

I just need them to log me in to play other live casino games or give me back my initial deposits.
The disputed amount is around 20K which I don't recall and Neteller have no history of more than a years ago.
Today I got a mail from them

"Hi there Homen,

Username: rvrm0109051903

Thank you for contacting Royal Vegas Casino.

IDue to slot games being shut down for India, you will not be able to access the casino via VIPER(downloaded version). Please go directly via google chrome to royalvegas.com and try to log in. This should definitely work for you. You can also try to register a new account with Spin Palace sports.

Please don’t hesitate to contact us should you have any questions or concerns. Our friendly team is available 24 hours a day, 7 days a week for you convenience.

Kind Regards,

Tariq"

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