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 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;

* Screenshots of RoyalSea’s contradictory explanations.

I am requesting assistance in obtaining either the manual credit of my 1,270 USDT deposit or a full refund.

68h left

$1,270

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.

Resolved