Dream Royale Casino — player complaints: 5 in English

I made a deposit of $47 via Apple Pay on 9/15 that failed to land in my account. I reported the lost deposit to Dream Royale, and requested an update about when I would have my deposit returned. I wrote them over five emails requesting updates, and I finally received a reply. However, the email I received — instead of answering my questions, or addressing my queries — thanked me for my patience, informed me they’re “working on it,” and will send me an email with updates. They gave me a free chip as a goodwill gesture (bonus code: GOODWILL100). Then I received another email which encouraged me to make a second deposit, at which point the casino would add $100 to my account. The writer also said: “We noticed your recent deposit attempt didn’t go through — and we’re here to help you get back in the game.” But it did go through. I have the deposit confirmation email from the very Casino that’s telling me said deposit didn't go through. (Screenshots available). Every piece of Blockchain info, and all the other transactional factors for said deposit confirmed it was successful in the amount of $47.00, completed through Apple Pay. I also sent an email with my concerns to [email protected], which came back as “undeliverable.” And despite continually promising me they were “working on it,” that the issue “had been escalated”, etc . I still didn’t have an update about what was happening until two days after I made my deposit. I received an email that said: We understand how frustrating it can be to experience a delay, and we’re very sorry for the inconvenience. As a resolution, we have credited your account with the full amount of your deposit, with a 1x wagering requirement. The deposit amount has now been added to your account and is available for you to use. Please note that this was a one-time issue, and we have taken care of your deposit accordingly. Again— I made a clean deposit of $47! Well, I ended up winning with my clean deposit, and made a withdrawal request in the amount of $3,004. Dream Royale processed my request, but only paid out $125.53. I immediately asked where the rest of my winnings were, and Dream Royale said: We are writing to provide you with an update regarding your withdrawal request. After reviewing your account activity, we found that the promotional coupon code DEPISVPYW8 was used multiple times, although the coupon was intended for one-time use only. Under the terms of the promotion, only the winnings generated from the first valid use of the coupon were eligible. Those eligible winnings have already been processed through your withdrawal. As a result, the additional winnings associated with the subsequent uses of the same coupon were forfeited in accordance with the promotion's terms and conditions. Apparently, their system showed a bonus was somehow attached to my $47 deposit — and it was a bonus I supposedly used more than once to boot! Once found, my original, clean $47 lost deposit was applied to my account by Dream Royale themselves as they stated in their email. And as for a “bonus” I supposedly used: there was neither any extra spins to play, nor any kind of balance boost. In short: there was not one auxiliary thing on my account except my $47 balance. So what did this supposed “bonus” even do for me? What did it even offer? The answer? It wasn’t there! There was no bonus attached to my original, clean $47 deposit! My deposit had gone missing, but the casino found it, and put it back on my account in the full amount as their email stated. (See above). Of my original withdrawal request in the amount of $3,004, I received $125.53. But here are my questions. 1. If I supposedly used this onetime coupon more than once, why did the casino allow me to cash out any winnings as that goes against their policies? 2. Why did the casino rep tell me the max cashout for this bonus was $125.53? (Why not $100, or $50 like a normal MCO?) 3. Why did the casino’s system show my full withdrawal request amount was approved? (Screenshots available). 4. What kind of “bonus play” did I get by supposedly using this code? (i.e. extra spins, balance boost, etc). Because I played nothing, meaning there was no bonus! 5. How could I have possibly redeemed a bonus code with my deposit when it was Dream Royale themselves who applied the deposit to my account? 6. If the casino’s system showed I supposedly used the bonus in question more than once, when did I supposedly redeem it? The casino stated that “Under the terms of the promotion, only the winnings generated from the first valid use of the coupon were eligible.” So…since I was approved for winnings in the amount of $125.53, that must mean I won with my supposed first use of the bonus, or my withdrawal request would have been rejected. But…how could I have used the bonus more than once if I can only win on its first redemption? Note: the casino did pay me, so this “redemption” could only have been my supposed “first use” of said bonus. 7. The casino also stated: As a result, the additional winnings associated with the subsequent uses of the same coupon were forfeited in accordance with the promotion's terms and conditions. But if this was my supposed first use of the bonus, that means there was never any “subsequent uses of the same coupon,” ever redeemed. Which means there was never any kind of bonus attached to my “additional winnings”, which therefore makes said winnings mine to be withdrawn in full by default! I demand the immediate payout of my $3,004 withdrawal request! Disputed amount: 3004$ Casino: Dream Royale Casino Case #: 4734

WARNING: Dream Royale (Raeen Exchange N.V.) - Confiscated $2,379 via UI Trap & Deleted Player Logs I am posting this to warn the LCB community and any affiliates sending traffic to Dream Royale (dreamroyale.com), operated by Raeen Exchange N.V. They recently confiscated my fully cleared balance of $2,379.90 using a predatory interface trap, refused to provide the audit logs, and then actively deleted my chat transcripts to hide their tracks.  Here are the facts of the case: * The Promo: Claimed code ROYALGIFT75 (30x playthrough). The software successfully blocked restricted games like progressives but allowed Blackjack to load.  * The Playthrough: I strictly played allowed slot games until the 30x wagering requirement was 100% completed.  * The UI Trap: In the casino dashboard, the terms are housed under "Active Coupons." The exact moment the playthrough was met, the system automatically cleared the coupon from the "Active" module, removing all visibility of the terms and signaling the bonus was fully cleared and converted to cash. * The Confiscation: After this state change, I played a few hands of Blackjack. My KYC was fully approved, and I requested a withdrawal. The casino subsequently zeroed out my entire balance of $2,379.90, claiming I played a restricted game while the bonus was "active." * The Cover-Up: I contacted support (Natalie and Jais) and formally requested the system timestamp logs to prove the playthrough cleared prior to the Blackjack hands. They flat-out refused to provide the logs. Worse, the casino then went into my account and permanently deleted the live chat transcripts where their own management gave contradictory statements about the rules. * Licensing: They claim to be licensed by Curaçao eGaming (License No. OGL/2024/1743/0960), but they ignore all formal arbitration attempts and complaints.  If a casino uses its UI to actively hide restrictions, refuses to provide basic gameplay logs to prove their case, and manipulates player accounts to delete chat evidence, they are operating a rogue storefront.  Play elsewhere, and if any affiliates are promoting Dream Royale, know that they are confiscating player funds on technicalities their own software hides.  

Played through the 2400 dollar play thru. Did kyc for 3 days over and over. Kyc finally approved and withdraw request made, then kyc again they wanted proof of address. Then finally kyc was approved. Withdraw requested, then today chat tells me my winnings are invalidated for winnings from restricted game. Zero winnings came from restricted game. I hit a 1200 jackpot on the Drums game and made playthrough on no restricted games. These guys must be reviewing themselves. Worst rtg site I've ever used. They put in my records that I withdraw 50 twice which I attached, they never sent the withdraw and told me they chat that they keeping it. Disputed amount: 50$ Casino: Dream Royale Casino Case #: 4399

I started out with a deposit of $49.36. The promotion I redeemed had a minimum deposit amount of $48. I received my bonus and started playing with $298.63, $249.27 of which being a non-cashable bonus. I had good luck and was hovering in between $950 & $1000 when I hit my wagering requirements. The system automatically reduced my winnings to the MCO (max cash out) of $493.60. The system did this automatically and I didn't notice immediately but ultimately initiated a withdrawal at $450 after $442.48 was reversed as a coupon reversal. Up withdrawal, the casino removed the bonus amount from my request although it had already been reversed automatically by the casino software. When attempting to explain this with customer service, they adamantly defend their position staying that the bonus is non-cashable. I'm not disputing this. I am disputing that they removed that amount twice. First when I hit wagering requirements, and then again when I initiated a withdrawal. This would be understandable had my winnings not been in excess of both the MCO and the bonus added. Disputed amount: 249.27$ Casino: Dream Royale Casino Case #: 3646

I finished wager took them 1day to verify my identity then another 24-48hrs to withdraw and the only option to withdraw is usdt-trc20 and when I submitted my withdraw address they rejected for no reason when it was a valid address and told me to submit new one.thats 3days waiting already Disputed amount: 50$ Casino: Dream Royale Casino Case #: 3564