Royal Vegas Casino - El depósito del jugador no fue acreditado.

On June 5, 2023, I made the deposit of 30,000 Chilean pesos opting for the 150% free bonus, and the page takes the money from my checking account, but it does not give me the money or the bonus on the game page. They say that they have a 24/7 chat and it is a lie because there is no live chat, they also give email and do not answer either. They stole my money and also scammed me with the bonus. There is no one who gives any information.

ROYAL VEGA CASINO IS SCAMING USERS.

El dia 5 de junio del 2023 realice el depósito de 30.000 pesos chilenos optando al bono de 150% gratis, y la página me saca el dinero de mi cuenta corriente, pero no me entrega el dinero ni el bono en la página del juego. Dicen que tienen chat las 24/7 y es mentira porque no existe chat en vivo, además dan correo electrónico y tampoco contestan. Se robaron mi dinero y además me estafaron con el bono. No existe nadie que de alguna información.

ROYAL VEGA CASINO ESTÁ ESTAFANDO A LOS USUARIOS.

Dear ebcaro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Veronika

Good evening, I made the claim in the bank and in the entity that mediates webpay payments and in both places they informed me that everything was proceeding accordingly and it is the Royal Vega casino that does not want to return the money, since I was in conversation with the call center of that page and they say that I have to upload documents for them to see if finance can do something, and the delay is not a month, because the casino is the one who closes my chats and does not answer the emails from I complain, what's more, when I manage to contact the chat of that casino they ask questions that have nothing to do with what happened and after more than half an hour they close the chat and do not allow me to have contact with them again. They have the money and they do not want to return it and my bank and webpay informed me that if they do not find a solution within 48 hours that they send me all the information to make a complaint to the PDI because that page is scamming and stealing the funds of customers and do not take responsibility for what happened. They also made me upload a bank statement and after my complaints they tell me that I must upload other types of documents or else they will not give me information about my money. And what they want is to get my bank details to make a bigger scam. And that taking a month to give an answer or a refund IS A LIE because all virtual gaming entities must make the return in no more than 72 hours, it is stipulated by law.

buenas noches, realice el reclamo en el banco y en la entidad que es mediaría en los pagos de webpay y en los dos lugares me informaron que todo se curso como corresponde y es el casino Royal Vega que no desea devolverme el dinero, ya que estuve en conversación con el call center de esa página y dicen que tengo que subir documentos para ellos ver si es que finanzas puede hacer algo, y la demora no es un mes, porque el casino es quienes me cierra los chat y no contesta los correos de reclamo, es más aún, cuando logro contactarme con el chat de ese casino hacen preguntas que no tienen nada que ver con lo sucedido y luego de más de media hora cierran el chat y no me permiten volver a tener contacto con ellos. El dinero lo tienen ellos y no quieren devolverlo y mi banco y webpay me informaron que si no realizan una solución antes de 48 horas que ellos me enviaran toda información para hacer la denuncia a la PDI por que esa página está estafando y robando los fondos de los clientes y no se hacen cargo de lo sucedido. Además me hicieron subir un extracto bancario y luego de mis reclamos me dicen que debo subir otro tipo de documentos o de lo contrario no me darán información de mi dinero. Y lo que desean es obtener mis datos bancarios para hacer una estafa más grande. Y eso de demorar un mes en dar una respuesta o un reembolso ES MENTIRA porque toda entidad de juegos virtuales deben realizar la devolución en no más de 72 horas, está estipulado en la ley.

Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

Dear ebcaro,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.