RoyalJeet Casino - Hráčský účet je uzavřen bez vysvětlení.

Hello casino.guru team . I have placed a withdrawal of rs 15500. Which the royaljeet website processed and the amount successfully credited in my bank account . After that I have deposited something around 35-40k (I didn't remember the exact amount as this incident took place in August 2023) and withdrawn rs 72000 which I haven't received within an hour , so I complained on the live support , the told me the withdrawal is in process and after that told me to wait for 72 hours. After 72 hours I logged into my account to check the amount to be reversed in my royaljeet account, surprisingly my account was blocked. I asked on the live support why my account is blocked. They just say that you have breached the terms and huconditions or policy of the company and not giving any proper reason. My request to casino guru is that please help me to get my amount back.

Dear moazzammunshi73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

1. I play in live casino ( evolution roulette)

2. Yes I passed the verification

3. It was all real money bonus not included

Thank you very much for your reply, moazzammunshi73. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, moazzammunshi73, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello moazzammunshi73,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a RoyalJeet Casino representative to join this conversation and participate in resolving this complaint.

Dear RoyalJeet Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

thank you so much i hope my account get unblocked and i can get my lost money back

hello casinoguru,

any update on my case ??

Royaljeet casino didn’t responded in the given time frame of 7 days what now ? what about my money and my blocked account ?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi moazzammunshi73,

I want to inform you that we are aware the casino's response timeframe has already expired. However, since Stefan, your assigned resolver, is currently on vacation, we are extending the timeline by an additional 7 days. Stefan has the most comprehensive understanding of your case and is the only one who can decide whether to continue with the complaint or mark it as unresolved.

We appreciate your patience, and Stefan will reach out to you as soon as possible.

Thank you for your understanding.

Best regards,

Petronela

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru