Delaying withdrawalprocess

Dear Sir or Madam, 

I would like to submit an official complaint regarding the handling of my withdrawal request related to the “Monthly Madness” bonus. I made a deposit of €333 and activated the corresponding promotional offer. After fulfilling the required wagering conditions, my balance exceeded €5,005, and I subsequently submitted a withdrawal request, which resulted in the cancellation of the bonus amount (€500). When reviewing my account, I noticed that my winnings had been capped at an amount equal to 5 times my deposit, namely €1,665, and that the remaining balance had been removed from my account. However, the bonus terms clearly state that the maximum withdrawal allowed is 10 times the deposit amount. In my case, the correct calculation is as follows: €333 × 10 = €3,330 Therefore, the maximum amount I am eligible to withdraw is €3,330, not €1,665. I kindly request that you review the handling of my case, verify the promotional terms and conditions that were in effect at the time of my deposit, and credit the remaining difference of €1,665 to my account or proceed with its payment. I would also appreciate a detailed explanation as to why a limit of 5 times the deposit was applied, as this does not correspond to the bonus terms that I accepted. I look forward to your response. 

Yours faithfully,

Hello I am filing this complaint because to date the casino owes me 1400 euro winnings obtained without bonus

The first withdrawal I requested was on February 24 2025 and in their general terms and conditions they state a maximum 48hour delay

My account is fully verified and validated by the financial department I m not new to them and I've always received my money in the past.

I ve also contacted the financial department by email but they haven't replied and customer service via live chat can t provide any further information.

Made a deposit of 250 euros and lost it.

Now I made a second 200 euro deposit and won 780 euro.

The time frame for verification and payment is stated on the webpage for up to 48 hours.

Made a withdrawal 5 days ago on 03.08.23 and haven't received funds.

My ''Excellent journey'' in detail so that you can understand it.

- On 03.09 Made a withdrawal and uploaded all the documents that I was asked for on a webpage.

- The next day on 04.09 I was asked to send a selfie with the same documents.

- Again on 05.09 was asked to send a selfie with an ID card or passport and sent that.

After that, I sent 3 emails for updates and nobody replied to any of them.

Asked on live chat about this situation they replied that payment and verification should be done in 48 hours and they don't understand why payment is not sent or why nobody replies in 4 days.

They just keep sending some copy/paste answers - It will be done soon, Don't worry, and if you want you can try to send an email again.

Since the last document is way over 48 hours alone.

Together I am waiting almost 3 times for their own stated timeframe for verification and payment.

So it seems that only deposits are welcome in Royal Casino but when you try to withdraw something that will be almost impossible.

The verification process is unreasonable stretched and in in best case scenario, somebody will replay in 24-48h time one by one requesting something, and all other questions or emails do not bother to replay.

I would like to share my experience and expose the casino's highest peek of customer abuse.

I registered in Royal stars casino on 15/08/2023 and placed a deposit for around 260 euros using BTC.

I placed all my money into a sports event and won around 1680 euros.

As I used a bonus I was locked till I did wagering a 10x Bonus amount.

So I did. I played for several days till 19/08/2023. Made bets on ~20 more games till my wagering was completed and my balance was 2652 euros

And ''fun'' stars here:

On 19/08/2023 I made uploaded my driving license (both sides) and proof of address and made a 2000 euro withdrawal.

Waited all day - no replay. Got an answer on next day to provide a selfie with a document. ---> see print screen no. 1

On 20/08/2023 right after the request I sent asked document ---> see print screen no. 2

Waited a few hours and no replay from the casino or no money was seen in my crypto wallet.

So I sent an again email - ''Do you need anything more? I still don't see my funds in my wallet. Crypto payment should be the fastest transaction but I am waiting the second day for funds''. ---> see print screen no. 3

The email was ignored by the casino and nobody replayed that day.

Now on 21/08/2023, I was asked to send a second selfie with a different ID passport or ID card. ---> see print screen no. 4

Right after sent the requested document and asked in the same email why they asked me for each day one thing.

Why they do not ask everything on the first day and if they need something more they can ask right away - of course, all these questions were ignored and nobody replayed why they asked one thing each day. ---> see print screen no. 5

At this moment casino understood that there is nothing to ask more and that the only chance to avoid paying me is by causing me to send documents which is not valid.

And they send a word message:

'' Kindly be informed, that we have double-checked both pictures with our department for document verification and unfortunately received the notification that they are suspecting that both documents you have provided, have been tampered with.

Since we would like to give you the benefit of the doubt, that this is simply an issue of picture quality and not malicious intent, we kindly ask you to provide us with a scan (in color) of your passport in higher quality, so we can properly verify the authenticity of the document.'' ---> see print screen no. 6

So I did and on top of that not only sent them a perfectly scanned passport but a picture of all possible angles of my passport - inside, outside, even travel visas, etc. ---> see print screen no. 7

After that Royal star casino sent again:

''Hello Noah,

thank you for your reply and the provided documents.

We have forwarded your new pictures once again to our department for document verification, but unfortunately, they have received the same results, meaning that the pictures look tampered with, and we cannot verify the authenticity of it. Since this seems to be a repeated result, it, unfortunately, represents a breach of our terms and conditions, in particular, the paragraph for 'Termination of the user account' '' ---> see print screen no. 8

And without any comment about how I could send a passport with all pages, covers, scans, selfies, traveling visas, etc. All that is ignored.

And after I spoke with the notary and he saw this message he pointed out that they are using a terminology - we are suspicious or it looks.

Such terminal is used usually by companies if they do not have any ground for their actions and just want to abuse customers using the force of their terms without any gourd.

So to prove Casino wrong I went to approve my documents to a notary who approved the same documents and on top of that did a document check with a database.

Not only for visual inspection but see if the document is valid and registered in the Latvian database.

And they used the same scan for this procedure and they did not have any problems validating passport authenticity.

And I sent all this information to Royal Casino + more pictures of all possible corners from my passport. ---> see print screen no. 9

Resume in short:

1) I have sent a passport scan

2) I have sent a selfie with my passport

3) I have sent a passport that is even legally approved through a notary with a stamp and signature

4) PrintScreen from the database which shows that the passport is valid and registered in the Latvian database.

5) On top of all that I have sent every possible angle and side of my passport to the casino (covers, travel visas, the back side of that plastic side with silver security lines, several other pages, etc. )

Al this was sent yesterday on 22/08/2023.

Fail to replay - how I am possible to send pictures from all possible corners and pages if my passport LOOKS fake to them?

Fail to replay how a passport that LOOKS fake can be approved by Notary?

Fail to replay how a passport that LOOKS fake for them can be in the Latvian national database?

Please Askgamler team, tell me now what to do.

I have a casino with my money which is telling me that my passport is fake and I have my passport which is even approved by Notary + print screens from the database which prove that they are wrong and just trying to get away from paying 2680 euro.

26.07.2023 Made deposit of 245 euro and used bonus 100% up to 250 euro. Bonuses are required to do 5x D+B on odd 2,00 or above.

Made several bets but saw that something is wrong with my account. I place bets but only part of my bets is counted in the wagering process.

I asked live chat and they could not answer anything and just told me that it is reported to the relevant department to review. Of course, nobody gave me any answer on this matter. So I asked multiple times to live chat till they gave me their finance department email.

On 29.07.23 I sent them an email (attachment 1) and will add Copy/paste for this complaint:

''Good day. There is something wrong with my account.

I have placed on bets more than 3500 euro.

All odd over 2,00 as it is required in IBTC1 bonus terms.

Please explain why my account shows that only 64,2% wagering is done.

If in reality I have done wagering almost 2x what is required?

I have asked this past 2 days to live chat and it will be fixed.

But can answer anything else, today gave your email that I could as directly.''

------ In that 5 day period I was bored and placed even more bets. Together for 4280 euro. Which is almost twice as required for wagering. And I notice that only bets which are odd 2,5 and over are counted in the wagering process. But in terms and conditions, it is required odd 2,00 and over.

So I found the error on my own. No reply from my first email in 5 days. So I sent an again email.

(attachment 2)

Copy/Paste the email for the complaint:

''I sent you email 5 days ago about the error on your system.

The system counts only bets odd 2,5 and over not 2,00 and over how bonus terms required.

I have placed 4280 euro on bets, all over 2,00 and that is almost twice as it is asked by your terms.

Can you please tell me why in 5 days you did not have time to answer me anything or to fix it? ''

After that, I got the copy/paste the answer word for word which was sent several times by live chat. Thay they are sorry and this matter is being investigated by the relevant department etc., etc.

The funny is that email that was sent as copy/paste from the Finance department email which is the relevant department. So they do not even care to give any explanation and cant even edit their own copy/paste answer so that the message could make any sense :D (attachment 3)

After that, I sent the email. (attachment 4)

Point by point.

1. What is wrong with the account
2. How many bets I have placed
3. What bets were on what odd etc., etc

They can see that bonus is asking odd 2,0 and over. They can see on the bet history that I have placed 4280 euro on bets all over odd 2,00. To complete wagering I needed to place bets of 2450 euro in my case.

I HAVE DONE ALMOST DOUBLE THAT!!

Live chat can't give any information and just sent copy/paste answers with don't answer anything. The last email was sent to the fiance department 2 days ago. Email is ignored.

An excuse that there is an investigation does not hold any criticism. Because there is nothing to investigate even. Because we all know now for 100% what is the problem. They can fix their own system in their own time. Don't involve customers in their problems.