Royals Tiger Casino - La cuenta del jugador ha sido suspendida y los fondos retenidos.

I am submitting a complaint against royalstiger.com.

I have been using this website since 16 December. After requesting a withdrawal, my account was suspended and my funds were withheld.

Key issues:

- A balance of €267.27 remains visible but unpaid.

- The bank transfer (IBAN) withdrawal option was removed after my withdrawal request.

- I was forced to use alternative methods (crypto / credit card) that were not viable for me.

- Part of my real balance was automatically converted into bonus funds without my consent.

- The website does not display any valid gaming license or regulator.

- I received written confirmation that the former Curaçao regulator ceased operations and that sublicenses expired.

The total amount deposited exceeds €3,000.

I believe this casino is operating without a valid license and is withholding player funds using abusive practices.

I am attaching screenshots showing:

- visible balance,

- account suspension,

- removal of withdrawal methods,

- automatic bonus indexing,

- lack of license information.

I request assistance to recover my funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear armar,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have been experiencing with this casino.

Thank you as well for sending the email with all the screenshots — I confirm that we have received them.

Before we proceed further, I would like to ask you a few questions to better understand the situation:

• Could you please confirm the exact date when your withdrawal request was made?
• Did you receive any explanation from the casino regarding the suspension of your account? If yes, what reason was provided?
• You mentioned that part of your balance was converted into bonus funds — do you know the specific amount and which terms were cited by the casino (if any)?

If you have any additional information or documents that may help, you can upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, thank you for bringing this website to our attention — we will add this casino to our database.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear armar,

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.

Good morning, I've already sent you what you requested by email on 28/12/2025. You can check, there are a lot of documents, maybe that's why you haven't seen them.

Bom dia já enviei o que solicitou por e-mail no passado dia 28/12/2025 pode verificar tem muitos documentos talvez por causa disso que não viu.

Additional comments from the player:

Dear Sir or Madam,

I am submitting a formal complaint against the online gambling website royalstiger.com regarding the retention of my funds, abusive bonus practices, and lack of regulatory transparency.

### 1. Lack of license disclosure

The website does not clearly disclose any licensing authority or regulator on its pages. There is no visible reference to a gaming license, regulatory body, or license number, which already raises serious concerns regarding compliance.

### 2. Withheld funds and removal of withdrawal method

I had a positive balance of approximately €267.27 visible in my account.

Between the 24th and 26th, I requested a withdrawal. After this request:

- The bank transfer (IBAN) withdrawal option, which was previously available, was removed without explanation.

- Alternative methods such as cryptocurrencies and Skrill were imposed, despite not being available or usable by me.

- A credit card withdrawal was later demanded as the only option, even though this method is not viable for me and was never agreed as an exclusive withdrawal method.

As a result, I was left with no practical way to withdraw my funds.

### 3. Account suspension

Following my withdrawal request and repeated contacts with support, my account was suspended, while the balance remained visible. This suspension effectively prevents access to my own funds and occurred without any concrete allegation or individualized justification.

### 4. Abusive bonus indexing and misclassification of real money

In addition to the above, the operator automatically indexed multiple bonuses to my account, displaying them as "available to activate", and deducted approximately €61 from my real balance, reclassifying that amount as bonus balance.

I did not request, opt in, or actively activate these bonuses.

This means that the operator is artificially reducing the amount considered "real money" to approximately €200, while subjecting the deducted amount to bonus-related conditions. This practice converts real deposited funds into bonus funds without player consent, significantly restricting withdrawal and misleading the player.

### 5. Summary

In practice, the operator has:

- Retained real player funds;

- Removed a viable withdrawal method after a withdrawal request;

- Imposed non-viable alternatives;

- Suspended the account with funds still visible;

- Reclassified part of my real balance as bonus funds without consent;

- Failed to clearly disclose any licensing authority.

I am attaching screenshots showing:

- The visible balance;

- The account suspension;

- The removal of the IBAN withdrawal option;

- The automatic bonus indexing and balance deduction;

- Communications with support;

- The absence of licensing information on the website.

### 6. Request

I respectfully request your intervention to:

- Ensure the release of my funds;

- Assess the operator’s compliance with basic regulatory and consumer protection standards;

- Investigate the bonus practices applied to real player funds without consent.

Thank you for your attention to this matter.

Hi armar,

Thank you for the additional information and for the detailed explanation you provided.

I understand that there are multiple serious concerns you are raising (license, bonus practices, withdrawal methods, account suspension). However, to be able to move forward in a structured and effective way, we need to focus first on one key factual point:

The €267.27 balance

Please clarify what exactly happened to the €267.27 balance:

• Was this amount lost through gameplay after the withdrawal request, or
• Was it confiscated / removed by the casino (fully or partially), or
• Is it still visible in the account but blocked due to the suspension?

Our next steps depend entirely on whether the funds were lost by play or withheld by the casino through an action on their side.

Please reply specifically to this point, and we will continue from there.

Dear Petronela,

Thank you for your message. I would like to add an important clarification regarding the balance situation.

After my withdrawal request on 26 December 2024, the casino removed bonus funds and related balances, stating that bonuses had been applied or activated. 

As a result, my available balance was reduced, and the casino informed me that only approximately €200 would remain eligible for withdrawal.

However, despite this adjustment:

- My account was subsequently suspended,

- The remaining withdrawable balance (approx. €200) has not been paid,

- I have not been allowed to withdraw even €1 to date,

- The account remains blocked, with no clear justification or resolution timeline provided.

To be clear:

- I accepted the removal of bonuses as imposed by the casino,

- I am only requesting the withdrawal of the remaining real-money balance,

- The ongoing suspension is preventing any withdrawal, despite multiple requests.

The funds remain unpaid, and the account remains suspended without resolution.

Please let me know if you require additional screenshots or communication records to support this clarification.

Kind regards, 

Elsa

Hello armar,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good afternoon,

I would like to inform you that I am trying to present other solutions for them to unblock my money and they are not accepting... I need urgent resolution!!!!

Boa tarde,

informo que estou a tentar apresentar outras soluções para eles desbloquearem o meu dinheiro e não estão a aceitar… preciso de resolução urgente!!!!

Hello armar,

Thank you for your message.

You mentioned that you have proposed other solutions to the casino to unblock your funds. Could you please specify what solutions you suggested and share any relevant communication related to this?

Dear Sir

As requested, I will now clearly detail the solutions I have presented to the operator and the reason why the situation remains blocked.

1. Previously, the platform allowed withdrawals by bank transfer (IBAN).

This option existed, was functional and linked to my personal data.

At some point, this option was removed without any objective explanation.

2. Currently, only the option to withdraw by bank card is presented, which is not feasible in my case, for the following reasons:

- The card in question is not physically in my possession;

- If it has to be canceled, it automatically ceases to be a valid means of payment;

- Despite this, I am still the owner of the account, the bank details and the card itself, and can prove this ownership by any means requested.

3. I have formally requested an alternative, namely:

- Reactivation of the withdrawal by IBAN; or

- Another payment method that allows validation of my identity and ownership of the funds.

4. I have provided all the necessary documentation, including:

- Proof of identity;

- Proof of bank account ownership;

- Bank statements;

- Any other documents you consider relevant.

5. What is happening at the moment is that the funds are being effectively blocked, not due to any lack of cooperation on my part, but due to the lack of viable alternatives presented by the operator.

I reinforce that:

- My details are correct and verified;

- The bank account is mine;

- The IBAN was previously accepted;

- There is no technical or legal basis for preventing withdrawal in this way.

All I am asking for is a functional and proportional solution that allows me to withdraw the funds to which I am entitled.

I would be grateful if you could intervene to unblock this situation as soon as possible.

Best regards,

Exma. Senhora,

Conforme solicitado, passo a detalhar de forma clara as soluções que apresentei ao operador e o motivo pelo qual a situação permanece bloqueada.

1. Anteriormente, a plataforma permitia levantamentos por transferência bancária (IBAN). 

  Essa opção existia, estava funcional e associada aos meus dados pessoais. 

  Em determinado momento, essa possibilidade foi retirada sem explicação objetiva.

2. Atualmente, apenas é apresentada a opção de levantamento por cartão bancário, o que não é viável no meu caso, pelos seguintes motivos:

  - O cartão em causa não se encontra fisicamente na minha posse;

  - Caso seja necessário proceder ao seu cancelamento, deixa automaticamente de ser um meio válido;

  - Apesar disso, continuo a ser a titular da conta, dos dados bancários e do próprio cartão, podendo comprovar essa titularidade por qualquer meio solicitado.

3. Solicitei formalmente uma alternativa, nomeadamente:

  - Reativação do levantamento por IBAN; ou

  - Outro método de pagamento que permita validação da minha identidade e titularidade dos fundos.

4. Disponibilizei-me para apresentar toda a documentação necessária, incluindo:

  - Comprovativo de identidade;

  - Comprovativo de titularidade da conta bancária;

  - Extratos bancários;

  - Qualquer outro documento que considerem relevante.

5. O que está a acontecer neste momento é um bloqueio efetivo dos fundos, não por falta de colaboração da minha parte, mas pela ausência de alternativas viáveis apresentadas pelo operador.

Reforço que:

- Os meus dados estão corretos e verificados;

- A conta bancária é minha;

- O IBAN esteve anteriormente aceite;

- Não existe fundamento técnico ou legal para impedir o levantamento por essa via.

O que solicito é apenas uma solução funcional e proporcional, que permita o levantamento dos fundos a que tenho direito.

Agradeço a sua intervenção no sentido de desbloquear esta situação com a maior brevidade possível.

Com os melhores cumprimentos, 

Hello armar,

Thank you for the detailed explanation.

I would like to clarify an important point regarding the available withdrawal methods. If the casino currently offers only one payment method for withdrawals, this is unfortunately not a discretionary decision made on a case-by-case basis. The availability of payment methods is typically regulated by geolocation, payment providers, and regulatory requirements, and casinos are obliged to follow these rules.

This means that if only one withdrawal method is available for your account, the casino is generally required to process withdrawals exclusively through that method, and they are not always able to offer alternatives, even if another method was available in the past.

While we understand that this situation is inconvenient, especially if the card is no longer physically available, if that payment method remains the only option currently permitted for withdrawals, the casino may insist on using it.

Hello,

Thank you for your response.

I would like to clarify and formally address an important issue that remains unresolved.

My IBAN had previously been successfully submitted and verified on my account. At a later stage, it was removed without any prior notice or explanation. Since then, the only available withdrawal method shown in my account is a card that is no longer physically available, which makes withdrawals technically impossible.

In this context, I would appreciate clarification on the following points:

1. Why the previously verified IBAN was removed from my account.

2. On what basis this decision was taken.

3. Why I am currently unable to re-add or use that same IBAN for withdrawals.

4. How the casino intends to resolve this situation, considering that the current setup prevents any withdrawal from being made.

I fully understand that withdrawal methods are subject to regulatory and provider restrictions. However, maintaining a situation where funds are inaccessible due to the removal of a valid and previously approved payment method is not a viable or reasonable outcome.

Please note that Casino Guru has been included in BCC on this correspondence, as they are already aware of the situation and are following the case to ensure transparency and proper handling.

I remain fully available to provide any documentation required to revalidate my identity or payment method and expect guidance on how this matter can be resolved promptly and in compliance with applicable rules.

I look forward to your clarification.

Best regards, 

elsa

Dear armar,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Petronela,

Thank you for the update and for the clarification.

I acknowledge that my case has now been transferred to the assigned resolver, Michal. I will remain available and await further contact should any additional information be required from my side.

Thank you for your assistance and for the handling of this matter so far.

Kind regards, 

Hello armar,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite Royals Tiger Casino to participate in this discussion.

Dear Royals Tiger Casino,

Can you please clarify why you are not able to process the payment to the player via bank transfer, as the player is requesting?

Should there be any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Hi Michal,

Thank you for taking on this case and following up with Royals Tiger Casino.

I would like to reinforce that I requested payment by bank transfer and I still don't understand why it is not being processed. For me, it is essential that this situation is resolved as soon as possible, as I have complied with all the requirements.

I look forward to objective clarification and a concrete solution. Should you require any further information from me, I am more than happy to help.

Thank you for your attention and I look forward to hearing from you.

Olá Michal,

Agradeço por ter assumido este caso e pelo acompanhamento junto do Royals Tiger Casino.

Gostaria de reforçar que solicitei o pagamento por transferência bancária e continuo sem compreender o motivo pelo qual não está a ser processado. Para mim, é essencial que esta situação seja resolvida com a maior brevidade possível, uma vez que cumpri todos os requisitos solicitados.

Fico a aguardar um esclarecimento objetivo e uma solução concreta. Caso necessite de informação adicional da minha parte, estou totalmente disponível para colaborar.

Obrigada pela sua atenção e aguardo o seu retorno.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sir or Madam,

Yesterday, I noticed that the bank transfer withdrawal option was once again available in my account, which was surprising since I had previously been informed that this method was not available in my country and it had been removed after my withdrawal attempts. I was even advised to use alternative methods, including cryptocurrency, which clearly demonstrates inconsistency in the handling of my case.

To date, the only amount I was able to withdraw was €200.07, allegedly because the remaining balance was classified as bonus funds. However, as confirmed by the records and screenshots in my possession, there was a €2,000 balance corresponding to actual winnings, at which point the bank transfer option was blocked.

It was precisely from that moment that I was no longer able to make further withdrawals and was required to use an alternative method, despite bank transfer having previously been active and operational.

Furthermore, today I checked my account again and it is now suspended once more. However, the proof of the withdrawal request submitted yesterday has already been sent. If the account had been suspended at that time, it would not have been possible to place that withdrawal order. This clearly indicates a serious inconsistency in the handling of my account.

Therefore, I formally reiterate my request for the payment of €2,000, corresponding to the legitimately won amount that was available in my balance at the time the transfer was blocked. I kindly request your urgent intervention to resolve this matter without further delay.

Kind regards, 

Elsa

Dear armar,

I have received a communication from the casino team that clarifies the sequence of events and the reason behind the issue, or perhaps it is more accurate to refer to it as a misunderstanding, in your case.

It was indicated that they will be providing their response in this thread soon. I remain optimistic that the clarification offered will deliver the clarity you are seeking.

Dear Michal,

Thank you for contacting me and I would like to inform you that the outstanding amount was actually paid into my account yesterday.

However, I cannot agree with the interpretation that this episode was the result of a mere misunderstanding. In view of the facts and the chronology of events, I believe that there was a lack of transparency and detriment to me as a customer. At a time when I had a balance of close to €3,000, as I demonstrated in the email I sent you yesterday with the corresponding proofs, successive constraints were placed on withdrawals. This situation led to the amount available decreasing until only €200 (or €267) remained, and, in a way that is difficult to understand, I was also told that €67 would continue to be associated with bonuses - a circumstance that I consider disproportionate and incoherent in relation to the overall amount in question.

In addition, the bank transfer feature was withdrawn at the very moment I expressed my intention to make the withdrawal, and was only reinstated on the day I formally reported the situation, which reinforces the perception of inconsistency in the procedure adopted.

In this regard, I would ask you, please, to analyze in detail all the documentation I sent to your colleague and to clarify to what extent this situation could constitute grounds for a claim for compensation, particularly for the financial losses suffered. If I had been allowed to withdraw the amount available at the right time, I would not have continued playing or incurred the losses that have occurred in the meantime.

I would also like to inform you that I am considering filing a claim for moral damages, as I believe that this action was neither transparent nor compatible with the good practices expected of an operator of this nature.

Thank you in advance for your attention and support in analyzing this case, and I look forward to receiving your opinion as soon as possible.

Best regards,

elsa

Exmo. Senhor Michal,

Agradeço o seu contacto e informo que o valor que se encontrava pendente foi efetivamente depositado na minha conta no dia de ontem.

Contudo, não posso concordar com a interpretação de que este episódio tenha resultado de um mero mal-entendido. Face aos factos e à cronologia dos acontecimentos, considero que houve uma atuação pouco transparente e prejudicial para mim enquanto cliente. Na altura em que dispunha de um saldo próximo dos 3.000€, conforme demonstrei no e-mail que lhe remeti ontem com os respetivos comprovativos, foram criados sucessivos constrangimentos ao levantamento. Esta situação levou a que o montante disponível fosse diminuindo até restarem apenas 200€ (ou 267€), sendo que, de forma difícil de compreender, me foi ainda indicado que 67€ continuariam associados a bónus — circunstância que considero desproporcional e incoerente face ao valor global em causa.

Acresce que a funcionalidade de transferência bancária foi retirada precisamente no momento em que manifestei a intenção de proceder ao levantamento, tendo sido reposta apenas no dia em que reportei formalmente a situação, o que reforça a perceção de inconsistência no procedimento adotado.

Neste sentido, solicito, por favor, que analise detalhadamente toda a documentação que enviei à sua colega e que me esclareça até que ponto esta situação poderá configurar fundamento para um pedido de indemnização, nomeadamente pelos prejuízos financeiros sofridos. Caso me tivesse sido permitido levantar o montante disponível no momento oportuno, não teria continuado a jogar nem incorrido nas perdas que entretanto se verificaram.

Informo ainda que estou a avaliar a apresentação de um pedido de indemnização por danos morais, uma vez que considero que esta atuação não foi transparente nem compatível com as boas práticas expectáveis de um operador desta natureza.

Agradeço, desde já, a sua melhor atenção e apoio na análise deste caso, aguardando o seu parecer com a maior brevidade possível.

Com os melhores cumprimentos, 

elsa

Dear armar,

We are pleased to inform you that your most recent withdrawal has been successfully processed.

We would like to provide a clear explanation regarding your case. Please note that the bank transfer payment method on your account has not been disabled. However, the registration of a new payment method on your casino account triggered a verification process. In accordance with our Terms and Conditions, Clause 7.4, we reserve the right to request identification documents and to verify all deposit and withdrawal methods.

We have also sent a request via email in order to verify your payment method. While you responded to this request, the documents initially provided did not meet the verification requirements. Once a document confirming ownership of the payment method was provided, your account was verified, and you were able to successfully request a withdrawal.

Regarding your account balance, please note that the remaining funds were already used for gameplay during the verification process and, in accordance with our Terms and Conditions, cannot be refunded.

We appreciate your understanding in this matter.

Best regards,

Royals Tiger Casino

Dear Sirs,

Thank you for your clarification and I confirm receipt of the amount corresponding to the withdrawal recently processed.

However, I cannot agree with the conclusion presented regarding liability for losses incurred during the account verification period.

While I understand the need for procedures to verify and validate payment methods, it should be noted that all the elements necessary to validate the account and IBAN had already been previously approved and complied with. In this sense, it remains to be clarified why, precisely at the moment when I tried to withdraw a larger amount, access to the IBAN that had always been validated and operational on my account was no longer available.

In practice, access to the bank transfer method was removed, forcing me to add a new payment method to try to make the withdrawal. This led to additional delays and unnecessary validation requirements, especially considering that the bank details had already been verified. This circumstance reveals a clear inconsistency between the justification now presented and the actual operation of the account at the time.

Furthermore, during that period, the account remained active for gambling purposes, allowing the use of the balance, while the withdrawal was restricted. If the withdrawal had been possible when requested, the amount lost in the meantime would not have been used in gameplay, so there is a direct link between the limitations imposed on the withdrawal and the financial loss suffered.

I would also like to stress that all communication, evidence and records are duly documented and have already been sent in full to the complainant responsible for mediating the process, demonstrating that the necessary validations have already been regularized.

In view of the above, I request a full review of the case and an analysis of the possibility of compensation for the losses suffered, as I consider that the procedure adopted did not ensure transparent, coherent and balanced treatment of the customer.

Best regards,

elsa

Exmos. Senhores,

Agradeço o esclarecimento prestado e confirmo a receção do valor correspondente ao levantamento recentemente processado.

Contudo, não posso concordar com a conclusão apresentada relativamente à responsabilidade pelos prejuízos ocorridos durante o período de verificação da conta.

Embora compreenda a necessidade de procedimentos de verificação e validação de métodos de pagamento, importa salientar que todos os elementos necessários à validação da conta e do IBAN já se encontravam previamente aprovados e em conformidade. Nesse sentido, permanece por esclarecer por que motivo, precisamente no momento em que tentei proceder ao levantamento de um valor mais elevado, deixou de estar disponível o acesso ao IBAN que sempre esteve validado e operacional na minha conta.

Na prática, o acesso ao método de transferência bancária foi removido, obrigando-me a adicionar um novo método de pagamento para tentar efetuar o levantamento. Tal situação gerou atrasos adicionais e exigências de validação desnecessárias, sobretudo considerando que os dados bancários já se encontravam anteriormente verificados. Esta circunstância revela uma clara incoerência entre a justificação agora apresentada e o funcionamento efetivo da conta naquele momento.

Acresce que, durante esse período, a conta permaneceu ativa para efeitos de jogo, permitindo a utilização do saldo, enquanto o levantamento se encontrava condicionado. Caso o levantamento tivesse sido possível quando solicitado, o montante entretanto perdido não teria sido utilizado em gameplay, existindo assim um nexo direto entre as limitações impostas ao levantamento e o prejuízo financeiro sofrido.

Reforço ainda que toda a comunicação, comprovativos e registos se encontram devidamente documentados e já foram integralmente enviados ao reclamante responsável pela mediação do processo, demonstrando que as validações necessárias já se encontravam regularizadas.

Face ao exposto, solicito a reapreciação integral do caso e a análise da possibilidade de compensação pelos prejuízos sofridos, por considerar que o procedimento adotado não assegurou um tratamento transparente, coerente e equilibrado do cliente.

Com os melhores cumprimentos, 

elsa

Dear armar,

Thank you for sharing your thoughts. You have brought up some understandable and valid questions, and I share your interest in obtaining clarification.

I acknowledge your perspective that had the withdrawal process been accessible to you, you would likely have chosen to withdraw rather than continue playing; however, it is essential to recognize that any actions taken in your account were solely your decision. The choice to either wait for a resolution (which would be the most appropriate process) or to continue playing was entirely yours. In line with standard industry practice, funds that are lost fairly during regular gameplay cannot be recredited or refunded. I felt it was important to communicate this clearly to you.

With that said, could you please confirm the total amount you have now received?

Dear Royals Tiger Casino,

Could you please provide a comprehensive response to the player’s enquiries and address their concerns accordingly?

Hello, responsibility or not the problem will always remain there, and more people will complain, as mentioned in the emails above yes I have already received the amount.

thank you for your support.

Olá, responsabilidade ou não o problema vai continuar sempre lá, e mais pessoas vão reclamar, conforme mencionado nos emails acima sim já recebi o valor.

obrigada pelo vosso apoio.

Dear armar,

We would like to provide a clear timeline of events regarding your case.

Please note that withdrawals were available prior to your complaint, as all previously used payment methods in your account had already been verified. However, in late December, you registered a new deposit method linked to a card ending in 1823. Since this card had not been verified before, all withdrawal requests were temporarily suspended until confirmation was received that the card belonged to you.

An email was sent requesting verification of this card. You responded that your name was not visible on it and asked to register a different card. However, once a payment method has been used in the casino, its verification is mandatory and cannot be bypassed under any circumstances.

Withdrawals cannot be approved until full account verification is completed. As outlined in our Terms and Conditions, the casino reserves the right to request verification documents at any time, including (but not limited to) a valid passport or national ID card, a recent utility bill, and copies of the debit or credit cards used for deposits.

The casino has acted fully in accordance with the Terms and Conditions accepted upon registration, and no breach of policy has occurred. Additionally, we provided guidance on how to obtain the required verification document, and once it was submitted, your account was successfully verified and withdrawals became available again.

Please note that the balance requested for a refund had already been played before your account verification was completed; therefore, this request cannot be honored.

We would also like to remind you that the casino offers multiple Responsible Gaming (RG) tools within your account. You can use these features to set limits on spending, playtime, deposits, and more. Details about these tools can be found at the bottom of our website.

While we understand that this situation is frustrating for you, we kindly ask you to consider that users are responsible for all activity on their accounts, and all actions taken in this case were in full accordance with the Terms and Conditions accepted upon registration.

Kind regards,

Royals Tiger Casino

Dear Sirs,

After reading your reply, I think it's important to clarify that the content of my first e-mail may not have been interpreted correctly.

The introduction of the card ending in 1823 was not a voluntary decision on my part. I was forced to add this payment method because, at the time, access to bank transfer via IBAN was unavailable/limited in my account, and I was unable to use the method I wanted.

Therefore, registering this card was exclusively as an alternative due to this operational limitation of the platform, and not on my own initiative to change payment methods.

This contact is for information purposes only, with the aim of clarifying what happened and ensuring that the facts are correctly framed. As far as I am concerned, this matter is closed.

Best regards,

Exmos. Senhores,

Após leitura da vossa resposta, considero importante esclarecer que poderá não ter sido corretamente interpretado o conteúdo do meu primeiro e-mail.

A introdução do cartão com final 1823 não resultou de uma decisão voluntária da minha parte. Fui obrigada a adicionar esse método de pagamento porque, naquele momento, o acesso à transferência bancária via IBAN se encontrava indisponível/limitado na minha conta, não me sendo possível utilizar o método que pretendia.

Assim, o registo do referido cartão ocorreu exclusivamente como alternativa decorrente dessa limitação operacional da plataforma, e não por iniciativa própria de alteração dos métodos de pagamento.

O presente contacto tem apenas caráter informativo, com o objetivo de clarificar o sucedido e garantir o correto enquadramento dos factos. Para mim, este assunto encontra-se encerrado.

Com os melhores cumprimentos, 

Dear Royals Tiger Casino,

Thank you for your response and for sharing the additional information.

Dear armar / Elsa,

Thank you for your response, and I appreciate you sharing your perspective. I completely understand your feeling that the user experience in this situation was not optimal, and I understand that you might still feel the situation was not fully resolved.

At the same time, I hope you can appreciate the broader context. As I mentioned previously, the choice to either wait for a resolution regarding the withdrawal unavailability—which would have been the most appropriate procedure—or to continue playing was entirely yours. Any actions taken on your account are solely at your discretion.

That said, as I informed you previously. In line with standard industry practice, funds that are lost fairly during regular gameplay cannot be recredited or refunded. I hope this helps clarify why there is no possibility of taking further action in this regard.

On a positive note, I am glad you have received the €200.07 that was in your account. Since you have confirmed receipt, I trust we have reached a reasonable resolution to this matter.

Whether you choose to remain a member of Royals Tiger Casino or explore other options is entirely your decision, and I will respect whichever path you take.

With all this in mind, I will now proceed to close this case. I sincerely thank you both for your time and cooperation throughout this process.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help

Best regards,

Michal

Casino Guru