RoyalistPlay Casino - Выигрыш игрока был конфискован.

Ladies and Gentlemen

Last week I played at Royalistplay using the Welcome Bonus, met the wagering requirements, and now I want to withdraw it as real money credit.

This was denied due to alleged bonus manipulation.

Since then, I've been referred from the live chat to customer service via email, who don't reply to me (!)

I don't even know which clause in the terms and conditions I violated...

I played normally, just as I would in any other online casino.

This is not an isolated error, but a standard blocking clause used by many Curacao casinos (including the RoyalistPlay cluster) when bonus terms and conditions have been technically violated – or when they have no intention of paying out.

Very vague terms and conditions wording such as:

"Low-risk or progressive strategies are prohibited."

This will be interpreted retrospectively, not explained beforehand.

Royalistplay Casino as a white-label + rotating domains, payout > internal threshold, bonus involved

= automatic escalation → bonus manipulation

This is systemic...

I look forward to your feedback and wish you a Merry Christmas!

Best regards

Eric H***

Sehr geehrte Damen und Herren,

ich habe letzte Woche bei Royalistplay mit dem Welcome Bonus gespielt, die Umsatzanforderungen erfüllt und wollte ihn nun als Echtgeldguthaben auszahlen lassen.

Dies wurde verweigert aufgrund angeblicher Bonusmanipulation.

Seitdem werde ich vom Live Chat an den Kundenservice per E-Mail verwiesen, der mir nicht antwortet (!)

Ich weiß nicht einmal, gegen welchen Punkt in den AGB verstoßen habe ...

Ich habe ganz normal gespielt, wie ich es in anderen Online Casinos auch tun würde.

Das ist kein Einzelfehler, sondern eine Standard-Sperrformulierung, die viele Curacao-Casinos (inkl. RoyalistPlay-Cluster) nutzen, wenn Bonus-AGB technisch verletzt wurden – oder wenn sie keinen Auszahlungswillen haben.

Sehr schwammige AGB-Formulierung wie:

„Strategien mit geringem Risiko oder progressivem Einsatz sind untersagt"

Das wird nachträglich ausgelegt, nicht vorher erklärt.

Royalistplay Casino als White-Label + rotierende Domains, Auszahlung > interner Schwellenwert, Bonus involviert

= automatische Eskalation → Bonusmanipulation

Das ist systemisch ...

Ich bin gespannt auf Ihre Rückmeldung und wünsche Ihnen frohe Weihnachten!

Mit freundlichen Grüßen

Eric H***

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino has confiscated €225 (dispute value)?
• Do you currently have access to your casino account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

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.

Hello and thank you for your message 🙂

- I only played slot machines / slots

- The amount in dispute is €225; €25 of my initial deposit is still in the casino account.

- I still have access to the casino account.

Furthermore, I have now received a response via email from Royalistplay, but again a very general reference to the suspicion of bonus manipulation without any specific reference to a rule I am alleged to have violated, with a list of all betting activities "prohibited" by the online casino.

Best regards

Eric

Hallo und vielen Dank für Ihre Nachricht 🙂

- Ich habe ausschließlich Spielautomaten / Slots gespielt

- Es handelt sich um 225€ Streitwert, 25€ meiner Ersteinzahlung befinden sich noch auf dem Casino-Konto

- Ich habe noch Zugriff auf das Casino-Konto

Des Weiteren habe ich nun eine Rückmeldung per E-Mail von Royalistplay erhalten, allerdings wieder ein sehr allgemeiner Verweis auf den Verdacht der Bonusmanipulation ohne konkreten Bezug auf eine Regel gegen die ich verstoßen haben soll, mit Auflistung aller vom Online Casino "verbotenen Wettaktivitäten".

Viele Grüße 

Eric

Hello HAMMER94,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hey, no problem at all.

I will wait patiently and wish you a pleasant holiday.

Last week I received an email from Royalistplay's customer service asking me to formulate my complaint. Once again, there was no response.

Thank you very much and best regards

Eric

Hey gar kein Problem.

Ich werde geduldig warten und wünsche Ihnen einen schönen Urlaub.

Letzte Woche hatte ich dann noch von dem Kundenservice von Royalistplay eine E-Mail erhalten mit der Bitte, meine Beschwerde zu formulieren. Darauf wurde dann wiedermal nicht reagiert.

Vielen Dank und viele Grüße

Eric

Thank you very much for providing all the details, and I apologize for my late response, HAMMER94. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello and thank you very much for your reply.

Today I will gather all the information I can provide you and send it to you by email.

Best regards

Eric H***

Hallo und vielen Dank für Ihre Antwort.

Ich werde am heutigen Tage alles sammeln, was ich Ihnen an Informationen bereitstellen kann und werde es Ihnen per E-Mail schicken.

Mit freundlichen Grüßen

Eric H***