Complaint #3 RoyalSea Casino

Unfair bonus

By Török L.

4 months ago

I deposited €95 to receive a 20% no-wager bonus and 30 free spins.

After the deposit, my balance became €114, but only €19 was available. The €95 I deposited was locked, and I was not able to cancel the bonus.

I was forced to use the 30 free spins, which resulted in €5 winnings. Even after completing the free spins, I still could not cancel the bonus.

When I started playing, my real money balance was gradually converted into bonus money. This made it impossible to withdraw my own deposited funds.

To unlock the balance, I had to wager the €5 bonus 30 times (€150 wagering requirement). After completing this, my balance reached approximately €115.

However, I only received €15 because of a maximum win limit of 3x the bonus amount. This condition effectively made it impossible to recover my deposited funds.

Additionally, I contacted support 5 times requesting bonus cancellation and a refund of my €95 deposit. Each time I was told to wait 20–30 minutes, but no action was taken.

This situation is unfair because:
- My real money was locked and converted into bonus funds
- I was not allowed to cancel the bonus
- Winnings were heavily restricted by hidden or unclear limits

Player ID: 172755798

I request a full refund of my €95 deposit.

Disputed Casino RoyalSea Casino

Reason Bonus terms violation

Amount €95

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

LACAPACA47

• Hungary

4 months ago

Dear , Askgamblers/Royalsea Support Team!

Thank you for your message.

I would like to confirm that I have received the €100 compensation, which was paid out very quickly. I truly appreciate this — it is more than fair, and I am grateful for your prompt handling of the situation.

I would also like to thank the AskGamblers team for their assistance throughout the process.

From my side, the case can now be considered closed.

Thank you once again for the correct and professional handling.

Kind regards,

RoyalSea Casino

• Representative

4 months ago

Dear AskGamblers Team and LACAPACA47,

We have reviewed your case and forwarded it to our technical department for further investigation. We would like to inform you that, unfortunately, due to a technical issue on our side related to the bonus, a compensation amount of €100 has been credited to your gaming account. You can verify this amount in your personal account on our website.

From our side, we also recommend reviewing the bonus terms more carefully in the future, as the x30 wagering requirement and the maximum payout limit are integral parts of bonus offers.

We wish you a great day!

Sincerely,
Royalsea Support Team

LACAPACA47

• Hungary

4 months ago

With every spin, my locked (real deposited) balance kept decreasing, and the amount was continuously transferred to the bonus balance. By the time I completed the 30×€5 wagering requirement, the entire amount had effectively become bonus funds.

When I finally completed the wagering, I only received €15, because the maximum payout was capped at €35 or three times the bonus amount.

I would like to ask the Royalsea management: is this fair? This is not gambling, this is deception. There are only two possible outcomes: either I complete the wagering and receive just €15 back from my original €95 deposit, or I lose everything. There is no real possibility to win in this system – it is effectively a 100% scam.

Please provide an explanation. Additionally, it was not even possible to cancel the bonus; I contacted live chat four times about this issue. This clearly constitutes unfair practice.

RoyalSea Casino Complaint Stats

Resolved 1 / 1

Avg. Amount $110

Avg. Complaint Duration 1 day

Avg. Response Time 1 day

RoyalSea Casino Complaints

See all complaints for this casino

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

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.

58h left

€2,560