So about 3 weeks ago I deposited €15 on Royal Vegas Casino. I couldn’t find the Evolution lobby. The live chat operator just kept asking for information about me and then would go silent for about 10 minutes. So I said “if it’s this hard to find the Evolution lobby I should probably just close the account.”
Then the operator returned and said “Okay you’re accounted closed. Anything else.”
I said I never requested to have my account closed.
That was the beginning of a struggle that has been going on for a month just to try to get back the money I deposited and never got to play with. I believe this may be something they do often. They take small amounts, thinking that the customer might just give up. But I’ve invested so much time into trying to get back the money that I might as well keep trying.
So once a week I go on the website and open the live chat. The amount of different things they have told me to try to refrain from paying me is incredible. Every week when I go on the live chat they at first pretend they have no information on me even after I supply all my details. When I tell them I am opening an close to opening a complaint on AskGamblers they magically tell me “Don’t worry your case has been escalated.”
Another few days go by. “Your case has been re-escalated”. Another few days go by. “We need to 2 forms of ID, proof of funds, picture of debit card used, utility bill and I forget what else.” I supplied all this. They said “The operations team will be in touch.” Another few days go by. They tell me they have no record of receiving my verification documents. I resubmit them.
A week later they tell me they cannot process my refund because they have a withdraw minimum of €50. I searched all over their site and read their terms of conditions twice and I could not see anywhere that it says that the minimum withdrawal is €50. And since they closed my account, and since I had less than €50 on there, they just get to keep my money. When I said today that I was opening a case on AskGamblers they said they will re-escalate my case again. I said that they said they would re-escalate the case again.
I have no other option at this point. In another month’s time they will still be telling me the same things. From reading through their complaints page and their other reviews and complaints on the internet I can see that they have a terrible reputation for not paying out.
Even if they still refuse to give me my money, hopefully this at least will raise some awareness about Royal Vegas Casino. It’s disgraceful, really.