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***

Dear HAMMER94,

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, Peter ([email protected]). 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.

Kind regards,

Kristina

Hello there,

Thank you HAMMER94 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RoyalistPlay Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello and thank you for your feedback 🙂

I'm so glad you're helping me, and it was definitely the right decision to contact you!

Please feel free to contact me if you have any further questions.

Best regards!

Hallo und vielen Dank für Ihre Rückmeldung 🙂

Ich freue mich, dass Sie mir helfen und es war definitiv die richtige Entscheidung sich an Sie zu wenden!

Bei Rückfragen stehe ich jederzeit zur Verfügung.

Mit freundlichen Grüßen!

Dear Peter,

As the customer has already mentioned, they participated in a campaign and activated a Welcome Bonus in the amount of 25 EUR. The applicable Terms and Conditions are available here: https://royalistplay.com/pages/terms-and-conditions.

After receiving the bonus amount, the player met wagering requirements, and successfully converted the bonus. Later on, they submit withdrawal request.

Our team reviewed the withdrawal along with their betting activity and identified a violation of the Terms and Conditions related to participation in bonus campaigns. Specifically, the customer breached article 26.8.3(d) on multiple occasions by placing bets exceeding the maximum permitted stake of 1.25 EUR. Several hundred bets were placed above the permitted limit.

Based on these findings, their withdrawal request was rejected and the associated winnings were voided. The player’s account balance was reverted to the original deposit used to activate the bonus campaign, and the customer was promptly informed of this outcome. 

Please note that the bonus rules apply equally to all players, and it is each player’s responsibility to familiarize themselves with the applicable Terms and Conditions prior to participating in promotional campaigns. In light of the current correspondence, the player’s position appears to constitute an attempt to obtain an undue advantage or to re-claim amounts that were initially accrued in breach of the applicable rules.

At this stage, we maintain that all actions taken in relation to the player’s account were fully aligned with the Terms and Conditions, and that the matter has been sufficiently clarified to all parties involved.

Best Regards,

RoyalistPlay Casino

Thank you for the update RoyalistPlay Casino representative. Would it be possible to provide me with evidence of max bet violations? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Dear Peter,

We understand the concerns and would like to assure all parties that the matter has been reviewed in detail. The relevant explanations and supporting information have already been provided directly to them, clearly outlining the actions taken on the account and the reasons behind them.

Due to our obligations to protect player privacy, we are unable to share any account-specific details. As the player has full access to their own betting history and records, they may review or disclose any information from the account at their own discretion. 

We remain available for constructive cooperation within these limits and are committed to addressing all such issues in a transparent and fair manner, in accordance with our obligations.

Best Regards,

RoyalistPlay Casino

Thank you for providing the information, RoyalistPlay Casino representative.

Dear HAMMER94, the maximum bet rule is a standard practice within the industry, so we try not to go against it. However, we appreciate the opportunity to review each case on an individual basis to ensure that the rule has not been consistently violated or exploited for an unfair advantage. Therefore, I kindly request that you share your betting history with us. If you are unable to export the history directly from the website, a screenshot of the bets that you believe may have violated the max bet rule would be greatly appreciated. Please feel free to send any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hello Peter,

Thank you very much for your feedback and for continuing to process the case.

I am currently identifying the affected bets and will provide you with the relevant information and screenshots via email as soon as possible.

RoyalistPlay's explanation regarding the maximum bet rule is now understandable to me.

At the same time, I'd like to point out that it's a shame it took more than a month – including the involvement of Casino Guru – to receive a concrete explanation specific to my case. However, I find Casino Guru's work all the more impressive, as such transparent feedback would likely never have been provided without their support.

Thank you so much for your commitment and professional approach!

I will get back to you today with the requested details.

Best regards

Eric

Hallo Peter,

vielen Dank für deine Rückmeldung und die weitere Bearbeitung des Falls.

Ich bin gerade dabei, die betroffenen Wetten herauszusuchen und werde dir die entsprechenden Informationen bzw. Screenshots zeitnah per E-Mail zur Verfügung stellen.

Die Erklärung von RoyalistPlay hinsichtlich der Höchsteinsatzregel ist für mich inzwischen nachvollziehbar.

Gleichzeitig möchte ich anmerken, dass es schade ist, dass es mehr als einen Monat gedauert hat – inklusive der Einbindung von Casino Guru – um eine konkrete und auf meinen Fall bezogene Erklärung zu erhalten. Umso beeindruckender finde ich jedoch die Arbeit von Casino Guru, da ohne eure Unterstützung vermutlich nie eine so transparente Rückmeldung erfolgt wäre.

Vielen Dank daher für euer Engagement und die professionelle Vorgehensweise!

Ich melde mich noch heute mit den angeforderten Details.

Viele Grüße

Eric