Royal Slots— player complaints: 22 in English

Hi this has been ongoing a year, they asked me to verify my account, I sent them everything they asked and then ignored me, they then asked again I have all the emails, then it said use a claim form and they just ignored me

Provided documents requested for verification, all approved on their website, provided additional documents such as latest pay slip and was made aware on receipt of this my withdrawal would be processed, received an email saying it would be a further 10 working days, in total 20 working days to verify an account. Never experienced anything like it in my life.

Deposited £9,999 in total, withdrew £50 successfully, then tried to withdraw £8,050 and was asked to verify. Have sent proof of ID, address, bank card, unredacted bank statements, PayPal statements, source of wealth form, proof of sale and clarification over transactions yet just keep getting "account is under review". It's been over 3 weeks now and I've read plenty of other customers have had the same issue going on longer.

I would like to start by saying this is the worst casino I’ve ever come across. They are using any excuse possible to not give me my winnings. I made some withdrawals which were declined as they needed ID documents. So I uploaded the documents and withdrew £400 on 23rd May and £1150 on 27th May. The docs were approved by 1st June. On 7th June I was going to submit a complaint here as my withdrawals were still pending but I received an email from them saying they now needed a selfie of me holding my ID. So I withdrew my complaint because I thought it was now going to be dealt with. So, I uploaded that and had to redo it because it was ‘blurry’ and that was eventually approved. Then I went on chat to ask why my withdrawal is still not being processed and they said they now need phone verification. I’m thinking this is unbelievable but said I’d wait for the call, and in the meantime they have put my £400 withdrawal back on my balance! Today is 15th June at 4pm. I got the call this morning and just went to check and my withdrawals are still pending! I went on to chat yet again and they said once they’ve processed they phone call they’ll continue to review my account!! What on earth is there left to review?? I’d like to mention that they had no problem taking many deposits equalling hundreds of pounds before this and these took about 5 seconds to process. I was also able to withdraw a couple of smaller amounts before I even submitted my documents. Please help me get my money. Thanks.

when I register for an account and top up it to play and without notice. And when I requested to withdraw money, I forced me to submit the documents. After submitting the documents, I was continuously rejected and reported invalid because while I registered, it was different from the address on the board. My banking statistics. And I solved it because of an error I registered between my new address and my old address and they asked me to return the address documents when I registered vg I sent back the address documents when I'm signing up with my new leech to prove it but got rejected and it's funny that there are always reasons for refusal, the reason is ridiculous. Then it was reported that I violated the rules when joining the game, when participating in the game I had wagered over £ 5 on the game. Since I use promotional money to play, but actually I don't use promotional money to play. I use the money in my account to play, I don't use the money in the promotion account. It has been 3 months now but I still cannot re-open my account and receive my funds. I contacted many times but were denied registration. when I have proved my new and old address when I registered. Please help me get a complaint and what to do in this case

They wont refund me even though I have sent everything they have asked for they keep saying its blurry it's this its that, total joke now Funny they dont worry about checks when u deposit money but as soon as I withdrawl they decline stop e playing and keep rejecting documents it's been going on for 4 weeks now. I just want my money. Please help

really it was like a trick. When I signed up and paid into my account to join the game, I did not receive any request and myself, my language and English disagreement was not fluent. And when I win 2700.00 and I withdraw money then ask me to send some of my personal information to them. I sent what the company asked for. and received a notification that the amount of money I want to transfer to my account has been charged because it is invalid. The reason is that the address I registered does not match the address on the mail sent to me by the bank. And I got an explanation because I just moved to a new address so there was a difference and I sent a photo of my passport attached to prove I was not cheating, but the company did not agree and Forcing me to return the picture of my bank letter in the last 3 months to match the address I registered when I joined the game, it is impossible because I am no longer there, how can I get the card that letter, while both the account number and the account name in the bank match my passport and driver's license is not enough to prove my identity. I really have difficulty understanding such a large company, how can customers be trusted? For example, during a period of time when I lost, will I get back the money I lost when my registered address and the address on my bank paper do not match,

Hi, On August 13th I won $7,500 NZD I was asked to provide proof of identity, income, signed declaration, bank statements etc and have been stalled up until now without receiving acceptance of the information provided (which is supplied exactly to the specification required) I am in daily contact with the casino and feel that contacting POGG is now my only course of action to enable me to withdraw my winnings and pay money to my family who are going through serious financial hardship due to COVID. Please let me know if I can provide any further information, I hope you can act quickly to resolve this for me.

I have submitted all requested documents for account verification as per their T&C. An agent confirmed the receipt of the paperwork. I have explained days ago that I have no utility bill under my name hence the bank statement for proof of address (which is a legally accepted proof of address). The agent confirmed it that it is fine. Today I have received an email with a person who could not even be bothered to sign their name to the email stating that I have to send in a copy of a utility bill or they will not pay out my money! I have responded and also raised a complaint, but nobody from this place bothers to respond! What is this?!? What kind of business runs like this?!? Is this a casino or [EDIT]?!? I want my money back as they have NO RIGHTS to withhold it! I also do not want to wait any longer as I have initiated it Saturday and submitted all documents Sunday. The 48 hours has past and I WANT MY MONEY now!

Hello, I played a lot on the Casinos of One Click Limited. I get asked for verify my Account to withdrawal my money. It took very long to get verified (about 3 weeks), now they wanted an source of Wealth Document. I sent this 11 days ago and it won‘t get reviewed. I‘m now waiting since 5 week to get an withdrawal. Also my Accounts on the Casinos of the One Click Limited are now banned, I don‘t know why and didn‘t get an answer when I ask the support. I‘m now fearing to lose all balances on the casinos.

I won 301 on this site and wanted to withdraw which I did after nearly 2 weeks with sending them satisfied documents was told after another few days it was processed and it would be in my bank 3 to 5 working days this is the 6th banking day no joy went on to there help online I told them I had not received my money he said he would contact the relevant team and they would e mail me definitely not happy that was my first and last time playing on royal slots website

I got rewarded with a £10 bonus on royal slots and managed to turn it into over £1400. After meeting am wagering requirements I withdrew £1300. I then received an email from royal slots stating I’ve ‘ breached the bonus rules ‘ as I played rick an morty megaways which doesn’t count towards your wagering. I’m a loyal customer to royal slots and have. Spent well over £5000 on this site and the ways I’ve been treated is wrong. I span under £30’s worth of spins on one slot and essentially this has cost me £1300, I can’t see how this can be justified. The casino is just finding any way not to pay me. On the terms and conditions it states that some slots aren’t eligible to help meeting wagering requirements., it doesn’t say any where that by playing one of the games the will result in all of your withdrawal being candled. Surely they would just have to take away the money I won on Rick an morty megways and not the whole £1300 as I won most of it on blackjack and other slots. I feel the way they’ve treated me is wrong. I got so excited seeing £1300 in my account and they’ve just taken it from me. That money would’ve done so much for me, especially with these hard times. Royal slots don’t even have a contact number so I feel like I’m just getting fobbed off over email.

In Germany it is not allowed to play illigal. Paragraph 4 State Treaty on Gambling. Therefore I request all my deposits back .

I opened an account with them a couple of days ago, proceeded to deposit £500. Ended up deciding to call it a Night and withdraw £400 (my balance). The next day I am emailed saying they suspect I have an account excluded on their network and that my account is now blocked and to send docs. I sent all docs requested , I get no response. Using live chat I am just told to wait I am not aware of any other accounts I could have under their brand , at this stage I just want my winnings or original deposit back. I have managed to deposit £500 over the course of several deposits so why am I allowed to do this if I am “excluded” some how. Interesting how these casinos happily take your money and only do any kind of checks when requesting withdrawals I hope you can assist with me getting back those funds , I couldn’t find anywhere in their T + C about them confiscating my funds..

A timeline of events I deposit £100 with the 100% bonus. I bet through the £100 cash balance I then end with a total balance of £791 after I finish wagering with the bonus funds through the requirements of 40x (£4000) So, I make my first withdrawal of £300. I continue to bet as this is stated in my account as CASH balance which is withdrawal I win a substantial amount and make withdrawals after this totalling £6,000 all of which had been won using Cash balance The 3 days later Im told that all my money has been taken and my all my withdrawals declined because I bet a few times over £5.00 This issue is if I had been told of the declined amount when my balance was t £791 (straight after the bonus wagering requirements) had been met then I would have been able to deposit to continue to play but of course I didnt do this because it took 3 days for Royal slots to inform me that they would be taking money from me. My point being that winnings after the wagering requirements were met would have taken place whether the bonus pay out was honoured. None of these wins took place whilst in the bonus balance. The only amount related to the bonus is the £791 so how it can be justified to take of £6000 out of my account is completely ridiculous and unfair. I believe I made one bet of over £5.00 before this which was for £20.00 but it was special spin which was made up of 5 spins (or £4 per spin) which I wouldnt expect to affect the over £5.00 bet limit. I started playing a slot game that was £6.25 per spin at 21.58.31 I believe at this point I had already reached the playthrough requirements of £4,000. As there has been no warning that this money will not be accepted for withdrawal, there is no prompt when doing special spins that this will affect bonuses + plus it shows as a cash balance in your account. I continue to play which is what I would have done whether id of won or not during the bonus time. To my knowledge Im playing with money that I have won fairly but according to Royal slots this isnt the case. I play throughout the next 3 days which of course was completely pointless as I would have all the money taken off me when I wanted to withdraw it anyway. I could have been playing with deposited funds and the winnings are irrespective to the money that I came out with after playing the bonus amount. One thing I would like to point out with is that I have bet £10,199.82 since I opened the account with wins of £16,561.54. of this £6,361.72 profit as I mentioned earlier £791 of this came from the bonus period the remaining £5570.72 was won fairly but Ive been left with a disgraceful goodwill offering of £150. I could understand if the initial winnings of £791 were taken but not the whole amount, including the amount that was won fairly. I strongly believe that the only reason this is being done is because of the size of the winnings so they look for anyway not to pay it out. Id also like to add that Im devastated with this to think youve won this amount of money only for it all to be taken away from you is a horrible feeling. I Please note Ive made a formal complaint to Royal slots but had nothing back as of yet.

To whom may concern, I am writing as I won a large sum of money ($200k nzd) at Royal Slots casino. I feel I was treated unfairly,casino blocked me from withdrawing without reason,blocked my account for breaching "social responsibility". I also feel Royal Slots took advantage of a gambler as I tried several times to try withdraw but couldnt. I have screen recorded my game plays and live chat conversations.As I asked for answers which all they could reply was "the RELEVANT TEAM will review" which I asked several times who is the "relevant team" which no one could answer me who they were. I have contacted them via email which they declined my complaint so I have liased with a lawyer, wrote a complaint to Malta gaming authority" and write this complaint to you. Going to court with lawyer will be my last resort if this matter isn't sorted with Royal Slots. Appreciate your help Regards, [EDIT] Username- [EDIT]

Had a win and tried to withdraw status is still pending sent email of the documents ie bank statement and passport but my passport has expired 2018 they keep saying that it’s not a valid ID and I don’t have a driving license I have used my passport for ID with no problems anywhere else

First of all when opened account i won straight away nearly they then blocked my account for security review it passed 2 days after and reopened my account that everything good then i had to send in documents like address proof and ID then after 2 days they wanted card photos i waited another 2 days then they say rejected i then send another copy which after 2 days is accepted they then send me another email for another document which is bank statement which i have sent now and dont kniw when my verification is going to be done in this all time i win big amount but not even my first withdrawal is done which was submitted on 11.6.2019 i have contacted them many times on live support many times all they say is the same thing waiting for review please help as i joined this casino on the grounds that it is one of the best in UK please help to fasten up the verification and my withdrawal please.

I joined the site 07 May 19, won £5400 after despairing a large some of money in a short space of time. I requested my withdrawal and noticed I need to upload documents which I did. In the morning, I noticed the withdrawal was still pending so questioned this with the online chat agent who explained it was pending my documents being verified. I then went on to reverse the £400 and lost this and gambled more. Got my winnings up to £14000. Once again I was concerned with my impulses and contacted the online chat. I explained my concerns as that I was worried I was going to lose it all. He explained again once my documents had been verified, this would be looked at. I gambled again, reversing one of the other payments and got the account up to £18016. Again triggered all withdrawals. However, once again the impulse to gamble again cost me and I lost the lot! When I contacted the online help at night, I was told about timing myself out. I feel like the online casino failed me by not offering me this solution at the time. This agent arranged for my account to be locked out as they felt I had a gambling problem! This is after I have lost everything, when the money was in my account pending, no one wanted to look out for my well being then and protect me from continuing to spiral out of control which I have now done. I do not think the company has exercised its duty of care towards me and my concerns that I would gamble the money all away. Offering this protection after I have lost it all is too late.

I made account in this casino 2018-08-07 and made 12 deposit of total 3000 sek , and withdraw 6000 sek , after i made the withdraw reqest i asked the casino to close my account AFTER they have send my money, but today 2018-08-08 they closed my account . So i asked them why they did that now and not after they said they could not do it automatic. 2018-08-07 i send them all my doucments and still they have not checked them , and withdraw reqest is proccesing after 48 hours that i understand. Also their chatt support is never online and their email replay is very slow . Today i recvied email from [EDIT] in the support told me it takes 3 days to procees withdraw not 48 hours but first they have to procces my doucments so 3 days for withdraw and i dont know how many days for documents , dose this casino not have time frame or?