Complaint #5 RoyalSea Casino

The self-exclusion request was processed 4 weeks after the request was submitted, despite several inquiries and forwarding of the self-exclusion request.

By Sajjo

3 weeks ago

Dear AskGamblers Support,

I am contacting you regarding a complaint against Royal Sea Casino.

On 11 June 2026, I sent an email to Royal Sea Casino requesting an immediate and permanent self-exclusion due to my gambling addiction. Despite this request, my account remained fully active, and I received no meaningful response. I had to send several follow-up emails and reminders before any action was taken. My account was finally permanently closed on 28 June 2026.

During the period between my self-exclusion request and the closure of my account, I was still able to gamble and make deposits. As a result, I estimate that I lost at least €2,500. If Royal Sea Casino had processed my self-exclusion request promptly, these losses could have been avoided.

Since my account is now closed, I no longer have access to my gaming or transaction history. However, I have Gmail records proving that my self-exclusion request was sent on 11 June 2026, and I can provide these as evidence.

For more than a month, I have only received automated replies stating that my case is being reviewed. I have not received any meaningful update or resolution. At the same time, I continue to receive promotional emails from Royal Sea Casino, even though I clearly informed them about my gambling addiction and requested permanent self-exclusion.

I kindly ask you to investigate this matter, contact Royal Sea Casino, and assist me in obtaining my gaming and transaction history as well as a refund of the losses I incurred after my self-exclusion request was submitted.

Thank you for your time and assistance. I am happy to provide all relevant emails and supporting evidence upon request.

Disputed Casino RoyalSea Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

4 days ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that RoyalSea Casino management acted in accordance with their Terms and Conditions.

The casino never received the mentioned email sent on June 11th, 2026. Furthermore, once the casino received the email on June 28, 2026, it acted immediately and self-excluded the player's account.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sajjo

4 days ago

Dear AskGamblers Team,
Thank you for the update.

I understand that RoyalSea maintains its position. I have also provided all evidence that is technically available to me as the sender, including the original Gmail .eml file and the information shown in Gmail’s “Original message” view.

I cannot provide server-side headers or logs from RoyalSea’s infrastructure because I do not have access to them.

RoyalSea has now confirmed that the email could not be found in its records. However, the Casino has not provided any specific technical evidence showing that the email was rejected, blocked, filtered, bounced, or otherwise failed to reach its systems.

At this point, I have no further evidence that I can obtain myself. I therefore kindly ask AskGamblers to make the final decision based on the complete evidence and chronology provided by both sides.

Thank you for your time and for handling my complaint.

Kind regards

RoyalSea Casino

• Representative

4 days ago

Dear AskGamblers Team,

We thank the player for providing the additional explanations and materials.

The Company has also conducted a further review of the available records and communication history. Based on this review, we are still unable to confirm receipt of the disputed email dated June 11, 2026: the message is not present in the Company’s official mailbox and was neither registered nor processed by our Support Team.

In support of this, screenshots from the Company’s official corporate mailbox, showing the available correspondence with the player, were previously provided to the AskGamblers administration.

The materials submitted by the player have been carefully reviewed. However, as previously explained, the technical data contained therein is insufficient to establish that the disputed message was actually accepted by RoyalSea’s mail system.

Furthermore, the absence of a Gmail delivery failure or bounce-back notification does not, by itself, confirm that a specific message was accepted by the recipient’s mail system.

For comparison, the player’s communication dated June 28, 2026 was actually received, registered, and processed by the Company, as confirmed by our internal communication records. No comparable confirmation regarding the alleged June 11 email could be found in our systems.

Therefore, after reviewing all materials submitted by the player and conducting a further review of the Company’s available records, we have no objective basis to conclude that RoyalSea received the disputed email on June 11, 2026.

Accordingly, our previously stated position remains unchanged.

Kind regards,
RoyalSea Administration

Sajjo

4 days ago

Dear AskGamblers Team,

Please take into consideration that the deadline appears to have been automatically extended after I posted a message here regarding my case. I would kindly ask you not to consider this automatic extension as a reason for any further delay in the proceedings.

I have already provided all the information and evidence that is reasonably available to me as an end user. Therefore, I kindly ask you to review my case based on the evidence already submitted and, if possible, proceed with a final decision.

Thank you for your understanding and assistance.

Kind regards

RoyalSea Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $55

Avg. Complaint Duration 11 days

Avg. Response Time 3 days

RoyalSea Casino Complaints

See all complaints for this casino

Failed to credit my 1270 USDT deposit

I am filing a formal complaint against RoyalSea Casino regarding a missing deposit of 1,270 USDT.

Casino: RoyalSea

Casino domain used: royalsea.com

Casino username/account ID: 611208656

Deposit amount: 1,270 USDT

Network: TRC20 / TRON

Deposit address: THM5D2ZZUHLopebYDHPeCmhKSGjqHvP3Qm

Transaction hash: d3710318c372fd12fd5615a114f4aff7ee5a56d91a0aa204cdaa6343f6d00195

Blockchain evidence:

https://usdt.tokenview.io/en/address/THM5D2ZZUHLopebYDHPeCmhKSGjqHvP3Qm

The public blockchain record shows that this address received exactly 1,270 USDT. It also shows that the full 1,270 USDT was subsequently transferred out of this address. Therefore, the payment was successfully delivered to the deposit address, and the funds were later moved.

The deposit address was displayed inside the deposit section of my RoyalSea account. I have a screenshot and a screen recording proving that RoyalSea displayed this exact address to me for depositing USDT.

Despite this evidence, RoyalSea has not credited the deposit to my casino balance.

The support team has provided several contradictory and misleading responses.

First, they instructed me to request a reversal or refund from the exchange from which I sent the USDT. This was not a realistic solution because a confirmed TRC20 blockchain transaction cannot simply be cancelled or reversed by the sender.

Second, RoyalSea claimed that I had sent the USDT to the wrong wallet address. I then provided a screen recording from my RoyalSea account proving that the exact address displayed for my deposit was:

THM5D2ZZUHLopebYDHPeCmhKSGjqHvP3Qm

After I disproved their claim, RoyalSea changed its explanation again.

Their latest response was:

“On our side, we have provided you with all the information we have at this time — unfortunately, none of the payment providers were able to identify the payment.”

They subsequently stated:

“In order for us to credit the funds to your balance, the payment must appear in our technical system. Currently, following a detailed check, this transaction has not been recorded and cannot be automatically linked to your account.”

This explanation does not resolve the issue.

The blockchain proves that the deposit address received exactly 1,270 USDT and that the funds were subsequently transferred out. The fact that RoyalSea’s internal technical system failed to automatically link the deposit to my account is an internal issue between RoyalSea and its payment provider. It is not the player’s responsibility.

I used the deposit address displayed inside my RoyalSea account and successfully sent the required token through the correct TRC20 network.

I request that RoyalSea:

1. Manually credit 1,270 USDT to my casino balance; or

2. Return the full 1,270 USDT to the original sending address;

3. Identify the payment provider responsible for the deposit address;

4. Explain who controlled the address and transferred the 1,270 USDT out of it;

5. Confirm the current legal entity operating RoyalSea

I can provide:

* The blockchain transaction record;

* The transaction hash;

* A screenshot of the deposit address displayed in my RoyalSea account;

* A screen recording from inside the account;