Royal Reels Casino - Die Auszahlung des Spielers wurde einbehalten.

I have been using the royal reels platform for a while now never had any issues relating to any payment or withdraw issues to date. Today they have cancelled my withdraw and manual taken the funds and adjusted my account to zero balance. After talking to support they have tried to explain to me this follow statement.

We wish to notify you that a balance recovery process is currently in progress due to an issue with one of our service providers, Upgaming.

Should you notice any discrepancies or missing funds in your account, please be assured that our dedicated team is actively working to reverse the affected accounts and implement the necessary adjustments. During this period, your withdrawal requests may be temporarily suspended or cancelled until the balance adjustment process is completed.

We sincerely appreciate your patience and understanding.

so firstly. Yes I have played some of these games here and there. The games would sometimes glitch and I do agree possibly I would have maybe a dollar or two more in my funds then I should have a couple times. Very minimal amounts I am talking here. With an absolute max if I’m honest of no more the. 20 dollars total. But I was just not to fussed by it and thought maybe I won more or didn’t realize. The it is such a minimal amount each time I didn’t even think twice of this sort of issue. But there is no way that they think they can justify deducted 500 dollars from me because they believe they need to recover that amount. Even so. The 20 odd dollars I was overpaid was given to them. And hundreds more since then. And for that small discrepancy they believe 500 dollars needs to be taken to cover their loss. I need help this is not riggt.

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Hello,

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.

• Is your player's account currently accessible to you?
• Did you notice any unusual behavior during your gameplay, such as no losing bets or an unusually high number of bonus rounds?
• Has the casino confiscated your whole balance or only a part of your winnings?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Yes my account is accessible.

so while playing the instant win games from a provider "up gaming" the games would glitch and then sometimes I would then notice a slight descrepency in my balance like I’m talking cents difference sometimes higher or lower on my balance.

and the casino did indeed confiscate my whole balance that had nothing to do or relate the amount in question.

after extensive back and forth between support and then escalating it to a higher department. I was contacted back by someone with this response.

Please note that our relevant team has thoroughly reviewed the affected accounts and carried out the necessary adjustments accordingly. We are pleased to inform you that your cancelled and forfeited withdrawal amounting to $500.24 has now been credited back to your gaming account. You should be able to see the updated balance once you log back into your account.

so basically because they could not determine the exact amount or time of the overpayment of funds in question. With me whinging at them they have just forgotten about it and released the funds back to me without any being returned to them for any overpayment. I would say a great out come.

glad it was able to be sorted on my own communications with support.

Dear Player, thank you for the update. I am glad to hear that the funds have been credited to your account. May we close this complaint as resolved?

I look forward to your reply.

Best regards,

Attila

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru