- 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?
See Related Threads:
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?
See Related Threads:
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