Advice Please re Royal Oak Casino

Scotty117

Newbie member
PABnononaccred
Joined
Jan 6, 2020
Location
United Kingdom
I am having a real issue with Royal Oak Casino,

I registered with them last night, I deposited £50, then £100, then £100, then £70, then £150, then £150 and didn’t win. This morning I finally deposited £50 and thankfully won £1003 on one spin.

Then, the funds disappeared from my account, when I contacted their support team they said it was because I was playing with bonus money.

Now I never received or signed up for any bonuses and was playing with cash. I checked back on my account history and this morning they put £10.69 into my account which I never even noticed. I deposited the £50 this morning and just started playing and won within a few spins, I didn’t even notice the extra tenner in may account and as far as I was concerned I was playing with the cash I had deposited.

I wagered £670 and just because they randomly decided to drop in £10.69 into my account which I didn’t even notice, ask for or was notified about, they are saying my win is null and void?

I contacted support and they said it was tough luck basically so I said I wanted to make a complaint with their management team and if not to my satisfaction with a regulatory body, I got a reply saying they do no not tolerate threats and have permanently closed my account and no longer can assist me. I did not make ANY threats, I just advised I wanted to make a complaint!

I have since tried to email but I am being ignored.

I then got an introduction email from their VIP department introducing himself, i explained the above and asked for his help and nothing.

I have made a perfectly reasonable statement that I want to complain.

Surely they can’t hold back winnings, claiming I was playing with bonus money when I didn’t even know it was there, I was depositing cash to play with. If what you are saying is correct, you cant just randomly put a few pounds in peoples accounts without advising and then say all wins are cancelled. That is preposterous.

I never, ever accept bonuses because I never want to deal with the bonus restrictions, for them just to place a random ten pounds in my account and then say I cant claim any winnings is ridiculous.

I have emailed a complaint to Curaçao Gaming Control Board, this is where they are based.

It simply is not fair that they can decide to put a few pounds into someone’s account without their knowledge and then declare all their future winnings null and void. They could literally drop a penny in everyone’s account and never pay anyone!

I think it must also be unlawful for them to close my account without good reason, accuse me of making threats and keep my money! I still had money in the account and also I have a right to my winnings.

I have not heardback from anyone i have made a complaint to, not heard back from the gaming board, cant complain on here becasue their casino is not listed.

Does anyone have any advice please?
 
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CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
Advice? Don't play at casinos that don't have a UK license.

You would be very lucky to see any money at all.
And if you played because you are on Gamstop (not saying you are), don't let the temptation hit you and buy yourself something nice instead. You will feel worse when you know your deposits have funded crooks who prey on addicts.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Never heard of them before - but their site looks pretty dodgy... in fact - diabolical.
I wonder how they can get away with offering MG, Netent & Play'N'Go games to UK residents when they don't have a UK licence...?

This is another sad reminder as to why you should always do a bit of research before you start depositing at some random casino.
You've been a member here for a year now - why didn't you stick to the Accredited list?

KK
 

Gaz237

Ueber Meister
MM
Joined
May 8, 2014
Location
chelmsford UK
I am having a real issue with Royal Oak Casino,

I registered with them last night, I deposited £50, then £100, then £100, then £70, then £150, then £150 and didn’t win. This morning I finally deposited £50 and thankfully won £1003 on one spin.

Then, the funds disappeared from my account, when I contacted their support team they said it was because I was playing with bonus money.

Now I never received or signed up for any bonuses and was playing with cash. I checked back on my account history and this morning they put £10.69 into my account which I never even noticed. I deposited the £50 this morning and just started playing and won within a few spins, I didn’t even notice the extra tenner in may account and as far as I was concerned I was playing with the cash I had deposited.

I wagered £670 and just because they randomly decided to drop in £10.69 into my account which I didn’t even notice, ask for or was notified about, they are saying my win is null and void?

I contacted support and they said it was tough luck basically so I said I wanted to make a complaint with their management team and if not to my satisfaction with a regulatory body, I got a reply saying they do no not tolerate threats and have permanently closed my account and no longer can assist me. I did not make ANY threats, I just advised I wanted to make a complaint!

I have since tried to email but I am being ignored.

I then got an introduction email from their VIP department introducing himself, i explained the above and asked for his help and nothing.

I have made a perfectly reasonable statement that I want to complain.

Surely they can’t hold back winnings, claiming I was playing with bonus money when I didn’t even know it was there, I was depositing cash to play with. If what you are saying is correct, you cant just randomly put a few pounds in peoples accounts without advising and then say all wins are cancelled. That is preposterous.

I never, ever accept bonuses because I never want to deal with the bonus restrictions, for them just to place a random ten pounds in my account and then say I cant claim any winnings is ridiculous.

I have emailed a complaint to Curaçao Gaming Control Board, this is where they are based.

It simply is not fair that they can decide to put a few pounds into someone’s account without their knowledge and then declare all their future winnings null and void. They could literally drop a penny in everyone’s account and never pay anyone!

I think it must also be unlawful for them to close my account without good reason, accuse me of making threats and keep my money! I still had money in the account and also I have a right to my winnings.

I have not heardback from anyone i have made a complaint to, not heard back from the gaming board, cant complain on here becasue their casino is not listed.

Does anyone have any advice please?
Who did you find this casino?. Are you gamblocked?
 

Scotty117

Newbie member
PABnononaccred
Joined
Jan 6, 2020
Location
United Kingdom
Many thanks folks, yes, I was stupid, yes I am on Gamstop. I raised a pab last night and didn't realise that I am asked not to post whilst pab in progress so I will respectfully not comment any further. I cant see how I can delete the thread but will just wait to see how we get on before making any further comment. Thank you and yes it does serve as a reminder.
 

Kyocer777

Newbie member
Joined
Feb 5, 2021
Location
Spain
Don't play at casinos with bad reputation.... It is all over internet
2fEdJd6.png
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
Don't play at casinos with bad reputation.... It is all over internet
I wouldn't say trust pilot is reliable either when it comes to casino reviews....

Here we are called out casino of the year, there all british scores a 2.1 - many of the negative reviews I can't even recall or imagine it has happened at all.
 

Jackwalker

Registered
Joined
May 31, 2021
Whenever I start to play at any website I always check reviews and ask direct players that are playing on a current website or service.
 

Benjee

Registered
Joined
Jun 3, 2021
Just try next time to spend an hour finding a reliable casino instead of spending your money and time on scam websites.
 

Benjee

Registered
Joined
Jun 3, 2021
I agree with the guys above, how can you spend money on the website without checking whether it's legit or no.
 
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