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Royal Vegas Casino - Refund not received

UNRESOLVED
Complaint Info
Disputed casino Royal Vegas Casino
Reason Delayed payment
Amount $ 239
Posted on June 10, 2020

hello, I'm asking for your help today because I have a problem with the Royal Vegas casino. I tried twice to do it with you but this was rejected due to the lack of information. So I will explain the situation to you from the start. I opened an account with royal vegas in 2019. In December 2019 I voluntarily took a game break for 5 months. When my break ended, I tried to contact the casino to reactivate my account. I was asked to email a letter confirming that I accept all responsibility for the casino so that I can play again. I was also asked to provide ID. I sent all the necessary documents. A week later, I still had no news. So I went to the casino chat to ask what was going on with my request. I was told that I had been contacted by email with several attempts, which was not the case, I had not received anything from the casino. Finally, after so much waiting, I decided to close my account permanently with royal vegas because my request did not seem to be processed. The procedures for my closure request were successfully processed the following day. However, have let me know that I had a gain in the amount of 239, dollars on my account balance, and that, I would be reimbursed within 48 working hours with the same method of payment used for previous deposits. 48 hours later, I had no news. I was on the casino chat to find out if my request had been processed. I was told that it was still pending approval and that I would have confirmation by email within 24 hours. 24 hours later, I still had no news so I returned to the casino chat to find out if my request was approved. I was told that it had been approved and that I had to provide proof of my interac transfer details in order to receive my refund. I sent the documents as requested. I was then confirmed that I would have my interac transfer within 24 hours. 48 hours later, still no transfer received. I went back to the chat. I was told that the requested withdrawal method was not functional and that I had to request my reimbursement using another method. I then provided the information for my Ecopayz wallet account. Then, I returned to the chat to find out if my request was processed and, I was closed the conversation several times and we blocked my ability to send messages on the chat. So here I am, it is June 9, 2020. My refund of 239 dollars is still not received and I ask for your help to recover what is due to me.

AskGamblers
Posted on June 17, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on June 17, 2020

I finally received a payment of 99.00 on 239.00. Where's the balance?

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