Plaza Royal Casino - El jugador no recibe soporte para acceder a la cuenta.

The undersigned opened an account at this casino in January 2025. Won a pretty big amount, and suddenly in the middle of a bonus game I was kicked out. They haven't closed my account, but they never respond when I write to them. Unfortunately, I have lost the note with login information, but they never send information back when I contact them. Suddenly I receive an email from support saying that they can see I sent them a request a month ago, and they hope that everything is now ok. I answer them that nothing is absolutely ok with the way they ignore me, but nothing happens. I have sent them more than 20 requests to be sent my username, but nothing happens. I never get an answer.

Undertegnede åbnede en konto på dette casino i januar 2025. Vandt et pænt stort beløb, og pludselig midt i et bonusspil blev jeg smidt af. De har ikke lukket min konto, men svarer aldrig når jeg skriver til dem. Jeg har desværre mistet sedlen med login informationer, men de sender aldrig informationer tilbage når jeg retter henvendelse. Pludselig modtager jeg så en mail fra support som siger at de kan se jeg har sendt dem en forespørgsel for en måned siden, og de håber at alt nu er ok. Jeg svarer dem at intet er absolut ok med den måde de ignorerer mig på, men intet sker. Har sendt dem mere end 20 anmodninger om at få tilsendt mit username, men intet sker. Jeg får aldrig et svar.

Dear Hector1212,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, could you please clarify a few points:

1. Am I correct in understanding that you are unable to access your casino account because you forgot your username?
2. Could you kindly forward all communication between you and the casino customer support regarding your login issues? You can send this to veronika.f@casino.guru.
3. Have you successfully completed the full KYC verification?

Thank you in advance for your reply. I hope we can resolve this issue as soon as possible.

Best regards,

Veronika

Yes, you are right that I cannot access my account.

I haven't gone through KYC verification yet, I can't do that when I can't log in.

I don't have access to all the inquiries I've sent, as I sent them via the casino's "Contact us" form. But they can't claim not to have received them when suddenly a month later I'm asked if everything is OK??

Ja,du har ret i at jeg ikke kan få adgang til min konto.

Jeg har endnu ikke gennemgået KYC verifikation, det kan jeg ikke når jeg ikke kan logge ind.

Jeg har ikke adgang til alle de henvendelser jeg har sendt, da jeg har sendt dem via casinoets " Contact us " formular. Men de kan jo ikke påstå ikke at have modtaget dem, når jeg pludselig en måned senere bliver spurgt om alt er OK ??

I don't have access to all the inquiries I've sent, as I've sent them via the casino's "Contact us" form. But they've received them when suddenly a month later I receive an email from support asking if everything is OK?

I am not KYC verified, hard to stay when you are not allowed access to the casino.

Jeg har ikke adgang til alle de henvendelser jeg har sendt, da jeg har sendt dem via casinoets " Contact us " formular. Men de har jo modtaget dem når jeg pludselig en måned senere kan modtage en mail fra support som spørger om alt er OK ?

Jeg er ikke KYC verificeret, svært at blive når man ikke får adgang til casinoet.

Thank you for your reply.

Please try reaching out to the casino directly at support@plazaroyal.com and describe your issue. Make sure to contact them using the same email address you registered with at the casino.

Additionally, do you have any saved emails from the casino or any other evidence confirming that you have an account there? If so, please forward them to veronika.f@casino.guru or upload screenshots here.

Looking forward to your response.

In connection with my questions to the casino, I also ask how it is possible that my deposits end up with VDK TRADERS OF AFRICA, 23401 LEKKI, Nigeria?

Do they have anything to do with PlazaRoyal Casino? Regards, Helle KK

I forbindelse med mine spørgsmål til casinoet, spørger jeg også hvordan det kan være at mine indbetalinger havner hos VDK TRADERS OF AFRICA, 23401 LEKKI, Nigeria ?

Har de noget med PlazaRoyal Casino at gøre ? Mvh. Helle K. K.

Have you responded to the casino’s email requesting your full name, date of birth, home address, and email address so they can send you the username you forgot? If not, I recommend doing so as soon as possible to proceed with the account recovery process.

Additionally, please note that we do not investigate complaints related to the trading names associated with deposits or withdrawals made to or from the casino.

Yes, I have answered them, but they apparently don't want to engage in dialogue with me.

Ja, jeg har svaret dem, men de vil tilsyneladende ikke i dialog med mig.

Thank you for your response. To further investigate your complaint, could you please forward me the entire email the casino sent you on March 14, along with your response, as an EML attachment (not as a screenshot)?

Since you are using Outlook, here’s how you can do this:

1. Open Outlook and find the email from the casino.
2. Click File → Save As, then select .eml format.
3. Attach the saved .eml file to your reply and send it to me at veronika.f@casino.guru.

Looking forward to your response.

Dear Hector1212,

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.

Hi Veronica,

It doesn't work to send it as an attachment. But I don't understand how you can register with a casino and deposit to them. And then they say afterwards that they can't provide support because they don't operate in the country I'm from.

Yours sincerely, Helle Kilschou Krog

Hej Veronica,

det virker ikke at få fremsendt som vedhæftet fil. Men jeg forstår ikke at man kan oprette sig hos et casino, og indbetale til dem. Og at de så efterfølgende siger at de ikke kan give support fordi de ikke operer i det land jeg kommer fra .

mvh. Helle Kilschou Krog

Thank you for sending me the emails. Do you have any evidence that you had an account at this casino and that you had an active balance there?

Yes, I have.

Why would they send me a code if I don't have an account?

Ja, det har jeg.

hvorfor vil de sende mig en kode hvis ikke jeg har en konto ?

Unfortunately, this does not serve as sufficient evidence. I tested the "Forgotten Password" feature myself and received the same notification, despite never having registered at this casino.

As this complaint has been open for a month and we still haven’t received adequate proof that you had an account with the casino, we will now proceed to close it.

Thank you for your understanding. I’m sorry we couldn’t be of more help on this occasion.

Best regards,

Veronika