keine Ahnung wie ihr immer auf euere Bewertungen kommt.....ist ja irreführend.....
Gruss
AMGE55
Hi, could you be more specific what do you consider to be misleading, please? This casino is fresh casino on Casino Guru website and we will see how casino will develop in the future. How does our rating process work you can find out just here. Let us know if it helps. Thank you
Ive signed up on this casino couple days ago. I had no problem with em, i even withdrawal and sended the documents same day and the next day. They also are very fast on their livechat and also very polite.
Hello there,
to me, it sounds like an experience worth a user review, and I'm sure that casino would be pleased as well😀
Submit one right here, if you feel like it.
What do you think about the bonuses listed here on the review site, have you tried any?
Registered here after reading nice review about this Casino, made my first deposit of 150 CAD wit wager free bonus, after playing for hour or so I had balance of 2910 CAD send documents still not verified and my money removed from my account and my deposit returned, I did not want to file complain at the moment because i already have one ongoing... be careful guys!
Well, without further information, we can only guess what is wrong.
I would, however, start with the max cashout rule, saying that you can only cash out €750, and the bonus is sticky, meaning that:
"The initial bonus value will be deducted from your account when making a withdrawal.
If you deposit €100 and get a €100 bonus, €100 will be deducted from your account when you make a withdrawal."
We would certainly need some info from the casino. Can you provide some?
When it comes to verification, it can sometimes take even a week. It's just that we allow casinos 14 full days to verify the account.
Dear Radka, Thank you for quick reply!
I have made 150 CAD deposit and in their bonus T&C it clearly says withdrawal 10X deposit amount
in my case after I was up 2910 CAD i request withdrawal of their max daily 1000 CAD, but they have canceled all my winnings and returned 150 CAD of my deposit back, because they are saying that I violated bonus T&C.
I have deposit 150 CAD +150 CAD bonus =300 CAD to play... ever first spin I was winning, did not eve go down to 150 CAD bonus I have played many slots and Video poker just like in any other Casinos, they sent me email stating that i should not play video poker while in bonus, the funny thing is that almost all Casino wont let you play games that is not allowed in bonus...but this casino let you play any game and than saying is forbidden.
This morning I received an email from them saying that my account is now fully verified, but my withdrawal canceled , and please can you request again... so it has been a week they wont even pay my deposit back!
Hi Boss78,
sorry for the inconvenient experience so far. We are on it and try to understand what is the problem here.
We will come back to you tomorrow and try to support you in this matter as customer of course.
Have a nice evening and sorry again.
Royal Stars
Hello there,
Thank you for reaching out. Just a kind reminder: please use the "reply" button otherwise the person you wrote to will not be notified. Thank you 🙂
Hi there.
I feel that we're still missing the most important part here, I am not sure which bonus rule you were supposed to breach. Do you have an idea?
As you may notice, the casino representative is here to check the situation out. I think we should wait for an update.
Hi Radka,
I was not sure either what bonus rule they were talking about, but good news I have received an email from Casino
they have apologize for the misunderstanding surrounding
the restricted games in their T&C... They have approved my original deposit of 150 CAD which I received confirmation from Interac, also they refund 1350 CAD to my account which is 10X max win while in bonus, hopefully remaining balance will be paid out whit no issue.
I would like to thank Royal Stars for understanding my point of view.
Hey Radka,
thanks for the hint, we indeed missed to use the reply button.
In general let us describe the situation:
Boss78 played one for of the restricted games on the Casino regarding his bonus. Since we want to have a fair environment for players we decided to deactivate restricted games for such occasions. That means that such games are not possible to open in these cases because players cannot have in mind which games are restricted. This wouldn’t be reliable and fair.
The process was implemented already that restricted games are not possible to open but since we still are a young brand not all functions are working automatically yet. In this case a new game was launched and published on the website automatically but not updated to the list of restricted games immediately. Therefore there was a time gap where players could play this game even it shouldn’t be possible.
In conclusion this would not be fair to blame Boss78 for this since it was a technical problem from our side. This is the reason why we came up with the situation as Boss78 described in his post before.
Our motto is to create a „home" for players and that they can feel safe.
We hope this explanation helps to understand the situation and we are willed to help with problems in the future of course.
Thank you & greetings
Royal Stars
Hi Boss78,
thank you for you feedback. After reviewing the case (desricbed in the reply to Radka) is was clear for us to help you here.
Of course it is important for us that players feel respected and treated in a fair way. This is our overall motto.
If you have problems in the future please reach out. We are still a young brand and try to improve every day what you see right now as proof on the website.
We want to give you a home for the future.
Please reach out if you have recommendations to improve or if you see points which we could handle better.
Was the situation handled in a fair way in your perspective?
Sorry for the inconvenience and thank you.
Greetings
Royal Stars
Hey Radka,
thanks for the hint, we indeed missed to use the reply button.
In general let us describe the situation:
Boss78 played one for of the restricted games on the Casino regarding his bonus. Since we want to have a fair environment for players we decided to deactivate restricted games for such occasions. That means that such games are not possible to open in these cases because players cannot have in mind which games are restricted. This wouldn’t be reliable and fair.
The process was implemented already that restricted games are not possible to open but since we still are a young brand not all functions are working automatically yet. In this case a new game was launched and published on the website automatically but not updated to the list of restricted games immediately. Therefore there was a time gap where players could play this game even it shouldn’t be possible.
In conclusion this would not be fair to blame Boss78 for this since it was a technical problem from our side. This is the reason why we came up with the situation as Boss78 described in his post before.
Our motto is to create a „home" for players and that they can feel safe.
We hope this explanation helps to understand the situation and we are willed to help with problems in the future of course.
Thank you & greetings
Royal Stars
Hey RoyalStarsCasino.
Thank you for this explanation I find it very reasonable. We all make mistakes, I'm amazed you admitted the mistake so openly.
Players should always be treated fairly, so the proper explanation is the first good step to make this happen.
Wish you a great day.
Ich mochte die Art und Weise, wie sie es gelöst haben, wenn alle Casinos so wären, aber die meisten geben nur einen Schlag, Glückwunsch an Royal.
I like it too!
Let's hope other casinos will one day realize that without happy players, they're done 🙂
Trying to navigete through restricted games, and games that does not contribute to your wagering requirements can be daunting. I like the fact that their restricted games is not accessable during bonus play. The fact that tey resolved Boss78's issue and made some changes to their website says a lot about a casino.
I Had a realy nice time at the casino and tha staff was super friendly and helpfull.
Keep up the good work
It's great to see positive reactions on the forum for a change.
As for the games that are banned when playing with a bonus, I'm sure every casino player would appreciate it if other casinos had a similar policy.
Also in terms of help and trying to solve the player's problem also speaks volumes about the casino itself. I think that's how it should work in many cases.
But may I ask what impressed you about the casino and what won you over ?
I think there's probably no need to share more. You have a pretty big unwinnable streak. If I were you, I would probably have stopped playing a long time ago and I wouldn't want to experience something similar in another casino. Don't you think so too ? 🤔
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