So I won x amount at royal reels early this morning. I never uses bonus and I've been playing on this site for a very long time. I proceeded to withdraw the funds and play the remainder off, I then signed out of the game. Had roughly 2 hour break and went to sign back in, I received a error message, user name or password invalid. Tried this 3 times and then went on chat to get them to rectify the problem. Once I was connected to an agent, they asked how may I assist. I told them I was locked out, they said I had to reset the password try again. To which I followed there steps. It still wouldn't work. So I spoke to another agent and asked how can I get this issue fixed? She said she would sort it at her end, she manually reset it, I still wasn't able to sign in. So I tried the reset button on the tab itself and see if it work for me this time. Yes, that was successful. Once I was in my profile, they have a players history in the tab. I clicked on it an none of my history was available to see as of midnight last night. I made enquiries on the chat, that's when she said I had cancelled the withdrawal and the refund had gone back into my account, bear in mind I had been locked out for a couple of hours. Stating I had played the refund out, during the hours I was locked out. Told me I should never give my password to anyone, to which I would not give my password to anyone. Apart from an representative in there department giving me a new one that didn't work. I've asked all agents to speak with managers or disputes, they kindly switch the chat off and leave. Who can I speak with or go and see to help me rectify the problem? I have the majority of my screen shots whilst speaking to them and a receipt of withdrawal. They will not supply evidence of said refunding back into my account. When I ask for proof
How to raise a dispute with the appropriate people at royal reels
I truly hope your account has not been hacked, and it was an incredibly smart move to submit the complaint with us immediately. Speaking to the manager is also a good way to go, but on the other hand, I can imagine even a manager needs to investigate with the guys first.
What concerns me the most is that the gaming history has vanished. I find it hard to believe you can't see the cancelled, suppossed to be withdrawn amount fairly lost in the game. Did I get it correctly?
Moreover, where did the refund take place, please?
Normally, the history should be visible, so what happened with the account? Well, it must be a challenging situation. I expect the casino representative to explain this matter through the complaint.
Will surely be here waiting for another turn of events.
Player history is not showing from the midnight before this whole incident happened. Does not show, deposits or anything pending, cancellations nothing at all. There is a tab, with deposits, below that in orange it says to withdraw on my profile. After the initial withdrawal I checked my player history and the withdrawal I made 1 minute after the withdrawal it hadn't shown up and any other deposits I made. I'm still awaiting a more serious response from the manager, explaining the situation and the time frames. After emailing the first time they stated the same thing which one of the agents told me. When I asked for proof of versions of events, no one will respond. I have used the link above and sent screen shots and a note stating my winnings from the agent who reset my password. So your wonderful team can see whats been said. Thank you for responding. I will await a response from your team, for the next steps I should take.
I can access the account as of yesterday at 8.44pm, I havent been back on to that site since yesterday.
This looks like a bit of a complicated case, to tell you the truth. So, I really hope that our team will be able to get in contact with the casino representative in your complaint, and they will be able to start the investigation.
Just be prepared that all this might take some time to deal with. Or hopefully the manager you're writing about will help you and will be able to fix everything sooner.
Let's wait to see how it goes. Sure, though, inform us about any news regarding this case. We'd like to see how it goes, and I'll keep my fingers crossed for the best and fastest result.🤞
Thank you, I will await to hear from your team of an outcome.
We're glad to help. Maybe the casino will fix the issue even without our intervention shortly, but we'll be ready to solve it for sure.
