Royal Vegas— player complaints: 15 in English

The player from New Zealand has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.The player from New Zealand has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 06 Aug 2026 Automatic translation:

Hi, I’m submitting this complaint regarding Royal Vegas casino, where I believe my account has been unfairly closed and my legitimate winnings withheld. I have deposited nearly €10,000 in total over time. Two weeks ago, I had my first significant win. I uploaded all the verification documents requested, and three days ago, I received confirmation that my account was verified. However, when I logged in yesterday to check on my withdrawal, I discovered that my account had been closed. After reaching out to support, I was informed, only then, that the account was closed due to alleged "bonus abuse." This accusation is completely unfounded. I mostly played roulette and slot game and did not knowingly break any bonus terms. If my gameplay was truly in violation, I believe the issue should have been raised earlier, especially considering how much I had deposited previously. Instead, the account was only closed after my first win, which raises serious concerns. To make matters worse, the casino refunded only my last deposit (without any request from me) and said nothing about the rest of my funds or winnings. This partial refund feels like an attempt to quietly resolve the situation without actually addressing the full scope of the issue. Additionally, I continued to receive promotional emails and bonus offers throughout my time playing, including recently after they closed my account. If I were truly in breach of bonus terms, I question why I was still being targeted with such offers. At this point, I’m requesting one of the following outcomes: A full and fair review of my case and payment of my rightful winnings, or A complete refund of all my deposits, totaling close to €10,000. I am happy to provide any further documentation needed and appreciate your help in resolving this matter fairly. Thank you!

I created an account and deposited 2500 to Royal Vegas on March 23. And my account was closed almost immediately because of self exclusion at a sister site. But the deposit went through anyways. So I am trying to get the refund. It has been one month already and I am still trying to get the refund. Throughout the one month, I have contacted their live chat for at least 30 times. First, they denied that they received my deposit, asked me to contact the payment provider. After 2 weeks of sorting this out, they finally recognize they have my money. Then they say they will give me the refund. Last Monday, They asked for documents like the void cheque so they can pay me. I sent it immediately. After following up several times, the live chat kept saying the same documents are still being requested, and the withdrawal is still under review. And they say there is no maximum timeframe for the review... I have been working so hard to get the refund for one month already, and they don't understand the importance of the issue.

I’ve been a member with Royal Vegas for several year and never had an issue until now. I never play using bonuses and all of my documentation has previously been verified. To give you a sense, I've deposited over $20K within the past 12 months without any issues until now. I’ve been experiencing undetermined delays with 8 withdrawals totaling $8,360.80 less $2,000 that was settled for $6,360.80 CDN that have been on hold with their operations team since October 27, 2020 without any updates whatsoever despite countless times contacting support and escalating my concerns. They do not work well together and I cannot get a contact for operations team. So the details are I deposited a $1000 cdn to my account and lost it so I put another $1000 cdn into my account both by echeck and won a little. I had an honest mistake and forgot I was on a tilt and never transfer the extra funds into my funding account as I was tied up with work so one payment bounced in which I paid my fees. So I get a email on October 29, 2020 stating that they settled this issue with my withdrawal so I thought great no big deal my withdrawal should be processed shortly. Based on that email, I had the impression this withdrawal would be processed in a day or two and I had multiple withdrawals occurring at the same time so a few days later I decided to play again and try my luck. the same thing happened I think I put in $500 cdn and $1000 cdn and won a little but only one cleared due to the timing of money being deposited by my bank which I called them that day to ensure it never happens again as it doesn’t look good and advised them to take funds from my other account to prevent any issues. My bank deposited incoming funds that evening after one of the echeck bounced which I was really pissed about as I had multiple transferring coming and going and haven’t a hard time keep an eye on everything. I paid by fees and all of my withdrawals have been on hold with the Royal Vegas operations team ever since without any updates even deposits paid via interact. All being said that it was honest mistake but royal vegas still accept deposits from me as I lost $2000 cdn the other day and i would not have deposited anymore funds if knowingly it would take that long to withdrawal. so today Ive asked my deposits to be temporary disabled until this matter was resolved but they couldn’t do that and suggested I temporarily close my account but I wouldn’t go for that because of pending withdrawals and who knows what would happen in that case so I just put a 100$ limit on my account to prevent me from playing. I have all the supporting documentation. Apparently it is going through a "routine" review and i haven't heard from anyone and i contact customer support daily looking for an update. This is completely unfair and would appreciate some communication from the operations teams to at least acknowledge this fact.

Hello, I played a total of 3 deposits on this site, RoyalVegas. The first one was 220 euros, I ended up losing. Second one was 200 euros, I lost it as well, but on the third deposit (reload bonus) I was able to win a jackpot on ”Battlestar Galactica”, and after wagering the bonus 70 times over, I was able to cash out a total of 18 575,25 euros. After this all the struggle began. They were really hesitant to verify my account, and they asked for my receipts of the documents over and over again - even though I had sent them a multiple times. Still nothing. Then, after a week, they released a sum of 1320 euros into my bank account, stating that they accuse me of fraudulent activity (?), and therefore they are only willing to pay me only 6x the original deposit. This makes absolutely no sense, and they even used the wrong amount. I checked the T

This was my first play and my first win in casino. Withdrawal was pending for almost a month when casino decided to confiscate the money. My deposit was returned but that's it. Important to mention that I played in other casinos of this group and deposited A LOT so they had no problems with me. I guess what happened here is that casino didn't want to pay a huge sum when I only deposited 200 eur. Here is what they sent me: "If the casino believes that you are misusing or attempting to misuse a bonus or other promotion, or you are likely to benefit from any gambling policy that we have accepted through abuse or lack of good faith, the casino group may at its discretion receive bonuses or promotions refuse, withhold or withdraw it from you, or temporarily or permanently cancel any regulation, or terminate your access to the services and / or block your account. In these circumstances, the casino is under no obligation to reimburse funds in your accounts other than your original deposit amounts." Needless to say that this rule is completely unfair, "If the casino believes.." Actually means "We can take your money whenever we want"

Hi Thepogg, I am sending this message to you because I feel I am getting robbed by two casino places, digimedia and bayton. Firstly, I want to talk about bayton’s casinos. I found out about them in askgambler’s site where they offered me big welcome bonuses. So as a pretty active internet gambler I saw a good opportunity to try and use this bonuses as they were offered to me. First I made two 300euros deposits to Spincasino with the welcome bonuses in 4.04.2020 and didn’t won anything. As corona was a big problem and still is, I had plenty of freetime to play these casinos, so I tried another Bayton’s casino, which also had welcome bonuses. At the same day I deposited 2 times 250euros to Rubyfortune, which belongs to Bayton an still won nothing. The third 250e deposition to Ruby gave me an astounding 3382 euro win. Presumably I did all the things the casino asked me to do to get the win to my bank account. So I send the required documents and waited some days without any contact from their behalf. After couple of days I went to the chat to figure out my win’s situation. I was pretty shocked that they needed a photo of my bank account, which needed to include the deposit I made to Rubyfortune, and top of all didn’t send any info, anything that I noticed, to me by any way. I asked that if I could send the bank statement as a screenshot, but it didn’t work. Then I just asked how would they want it, and asked if I could send a photo of my bank statement editing the other unnecessary stuff for my own safety. Then to my shock, the person on the chat got a bit furious and offended me by suggesting me that I was laundrinfg my money or something other criminal stuff just because I asked them If I could send a edited document. Nonetheless I send the required documents and waited approximately a week. In that week I was visiting their live chat and wanted to know the current situation, but they always said the same, ’’please wait for us to contact you via email’’. Okay no huge problem with that, besides the earlier thing what happened with our communication. After this all, I went to the vhat once again, without any information by their side to ask what was hte current situation. Before that I tried to login to my account, but I couldn’t. I went to the chat and asked what was the situation. I couldn’t believe what they said to me. They said that your account has been banned for life and all your winnings have been confiscated. You can imagine as a student what that news meant for me. I had planned my near future assuming that I would get the money, because I did everything by the book to my mind. Mostly the solution what they proposed to me shocked me the most. They are okay with me losing my money but immediately when I win they ask me to provide documents on many occasions and when I provide them, I have to wait for long time to their response. Then they appeal their actions to some ridiculous assumptions. I have some useful photos of the conversation we had with the chat and some photos of my deposits and winnings, which will hopefully help me somehow. On top of all that, I played also digimedias Casino, where I deposited a lot before winning. I had seen good reviews about this casino, and good welcome offers. So I decided to play them aswell. From 5-8.04.2020 I played hundreds of euros to digimedia using welcome bonuses they provided in casinos such as sultanscasino, allslotscasino, platinumplaycasino, alljackpotscasino, europalace, highroller and finally royalvegascasino where I won nearly 8 thousand euros. This changed a lot of things in my life. But nearly the same happened with this case as in bayton’s case. Lack of communication, prolonged document checking and lastly they denied the win snd banned me, appealing that they assume I was breaking their rules. Their only solution this also was to give back the money I had deposited to royalvegascasino. Yes you read right, their logic is that let you play to the point when you win. And when you win they prolong their actions and deny the win, with no real excuse. And now they see it fair that they only pay one casinos deposits, and leave the other casinos on their own. This logic and behaviour is understandable and I cant get my head straight into it. So after couple of days I decided to take ’’justice to my own hands’’ and do something to help the progress of me getting my rightfull winnings back. I sincerely hope that these will end in both of our favour, that I will get what belongs to me and they will stay as an attractive casino to people around the world. As I stated before, there are some useful photos including to this, which I can provide to you by email perhaps? Best regards [EDIT]

I am not surprised that this casino have a bad rating on The pogg. Unfortunately, I didn 't know that when I registered. My account was blocked by paragraph 5.6. of casino rules. My deposits and winnings were also blocked. It happened on September 19, after I made a withdrawal request. I 'll explain my position. I 'm registered with other casinos, but I don 't know they have a connection to royal vegas casino or not have. I didn 't think that it was important. I 've been playing in different casinos for a long time and hearing about a rule like this for the first time. This rule was not obvious or known to me. Under international law, if the consumer could not know or understand the rule of the agreement, then it is invalid. The casino punished me as an evil intruder. It 's unfair. I think casinos are required to return my deposit and also return the winnings to my account to maintain their good reputation. Respectfully, [EDIT].

Already met wagering requirements. Bet:$1.25 Hit 5 of a kind Queen's With one substitute lion. Jackpot spin screen Comes on, Stops and lands on white paw for 1.1 second then it moved up to red paw coloum like a hand on a clock it ticked up not got there in one motion. So I spoke casino support chat live. I explained I was pi..sd off and told exactly what happened he told me he understands and that he would look into it. I asked him why would the game do that?. His reply was: All games work on a random number generator and that the result of my wager is determined by this generator not by the visual of what I see on my screen, the visual (Jackpot spin screen) It's there for aesthetics to build excitement. Me: I understand but I believe it's wrong when it's stops on jackpot bar then moves one space more, That part he's ignoring I believe I rightfully won. I snapshot the whole conversation to back me up. Please help

I put 10 dollars Canadian in also I won 50 dollars then it said u have to have 500 bonus or something like that then when my money was all done it went to 1000 so I would need 1000 bonus credit earned im guessing to with draw my earnings

i have been playing on royal vegas for a long time,my despute is why dont the games payout as per the casino's advertised winning percentage of over 94% the results are usually the same lose a lot of money,or thousands of spins before a good win, in the last week ive wagered a lot of money to get a win, playing the game leagues of fortune , first it takes many spins on average for a bonus round or free spin round , and 95% of the time when you do get the bonus round the payout is poor 10 to 20 times your wager, it took 1200 spins 1100 spins and 1000 spins to get free spins or bonus rounds, which payed out poorly, the average amount of bets before a bonus round is usally 250 to 450 spins, thats a lot of spins, the casino uses a random generator for payouts, and this is unknown,if this is unknown or fair then why does it take so many spins for a good win, if it was random then the spin ratio to win ratio is very high, ive been playing the same game for a year and these stats are true,i think this is unfair gamming and a player shouldnt have to lose a great amount of money to see small payouts, this is a big disadvantage to the player, if their winning percentage is true then i should be winning alot more than losing, they also have a feature called a jackpot thermometer which shows if the game is hot or cold , this is not accurate , i am at a great disadvantage here and seeking help, i would like all my money reimbursed back to me,if you cannot help or agree with my concerns then how do i seek other options,IE litigation or lawyers that do this kind of work

They sent me an email stating that I owe them money and threatened me with being put on a bad credit list. They did not tell me what it was for and I had to email them several times and found out it was for apparently doing a charge back. I did not do a charge back to them and sent supporting screen shots of my bank accounts to prove to them I did not do a charge back. They then sent me another threatening email stating the same stuff. It is only for $24.00 and if I owed it I would pay it but I do not owe it. I have all emails from them and my responding emails also. I even checked my online account and could not find what they are talking about.

Hello! Casino Royal Vegas is not paying the money more than 2 weeks 150 GBP! Document request I sent to them by their August 12 and until now they can not wait to test them say feedback I do not know what to do with help please!

Hello, I'm tired of fighting with this casino. Every day they say different things. The case concerns the verification at first they said that they could not get the documents because they are high quality and have a high resolution. I sent the documents directly 3 recipients and their manager, as a result, they confirmed that the documents were obtained and sent for review to the Department of Safety when. Then two days later, I again applied to the support to know when cashout my winnings, and they replied that they again did not get my documents, although the PVCs before writing an e-mail that's all right, we got the documents Expected please payment ! Yesterday, I was surprised at all! Support after my question: When will the money be paid, said that Unfortunately we did not get the documents !!! I immediately sent them a letter to him with the evidence that the casino has received the documents and they are now re-asserting that the wait for a response from the test 2 days. This rigmarole has lasted about 2 weeks. All kinds of strange things they say. In online chat operator says that the money will be paid out through the day and all operators of service support, online chat, via email that say different things !!! I was very tired already to deal with them. If you can help me .....

It's pretty much in the title but the fact is the first time I went to play RV they charged my credit card twice for my first 2 deposits if I made 2, I may have only made 1 and I tried to contact them about it and they wouldn't respond so I had to cancel my credit card which is very tedious. I joined a sister casino and then got badgered in phone calls about owing RV money. Anyway I didn't play at RV for many months until I got enticed to make another deposit which was only $10 and I built that up to just over $200 and then the RV claimed that money as a bill payment. To finish off my friend said he just started playing at the same casino and they charged his card twice as well and wouldn't give an answer to him either so he had to cancel his card too. Just thought I'd let you know to warn others hopefully.