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Madam, Sir,

Good morning ,

I am contacting you following a complaint filed over a week ago on the royalistplay.bet website.

in fact since 05/28 I have been trying to get in touch with them via email and chat.

They leave my emails unanswered.

I accuse them of having used abusive and manipulative practices towards me.

In fact, I have insistently asked I don't know how many times for my player account to be closed since last April, and they have constantly kept me with bonuses or by directing me to play other games.

I am taking the hit because it prompted me to make countless deposits on their website and they circumvented the law by keeping me on the site and delaying the closure of my account at all costs.

I should have been listened to and protected long before.

I also declare that I am suspected of fraud and rigging in the games. I was also prevented from accessing one of the games I played regularly for several days. I was unable to open the game via my player account, yet I had no problem opening it when I was offline!!!

I therefore ask them to proceed with a full refund of my deposits made on their website.

Also know that I suspect them of inviting me to play on another website, Wikiluck. In fact, I see a lot of similarities there and therefore suspect that this site is indeed part of their group.

I have a lot of screenshots of conversations etc. proving what I say. Also know that they do read the emails since on June 4th they scrupulously closed my player account without even informing me by email. And the emails sent remain unanswered.

Madame,Monsieur ,

bonjour ,

je vous contacte suite à une plainte introduite il y a maintenant plus d’une semaine sur le site royalistplay.bet .

en effet depuis le 28/05 j’essaie d’entrer en contact avec eux via mail et chat.

ils laissent mes emails sans réponses .

je les accuse d’avoir eu des pratiques abusives et manipulatrices à mon encontre .

en effet j’ai demandé avec insistance je ne sais combien de fois la fermeture de mon compte joueur depuis le mois d’avril dernier , ils m’ont sans arrêts retenus avec des bonus ou alors en me dirigeant à jouer sur d’autres jeux .

j’accuse le coup car cela m’a invité à effectué d’innombrables dépôts sur leur site internet et ils ont contourné la loi en me retenant sur le site et en retardant à tout prix la fermeture de mon compte.

jairai dû être écoutée et protégée bien avant.

je déclare aussi suspecté des fraudes et trucages dans les jeux , j’ai d’ailleurs été empêchée d’accès également pendant plusieurs jours sur l’un des jeux sur lequel je joué régulièrement . Il m’était impossible d’ouvrir le jeu via mon compte joueur et pourtant aucun souci pour l’ouvrir quand j’étais hors ligne !!!

je leur demande donc de procédé au remboursement integral de mes dépôts effectués sur leur site internet.

sachez aussi que je les suspecte de m inviter à jouer sur un autre site internet wikiluck en effet j’y constate énormément de similitudes et souspconne donc que ce site fait bel et bien parti de leur groupe .

je possède énormément de screenshots conversations etc prouvant mes dires . Sachez aussi qu’ils lisent bel et bien les mails puisqu’en date du 04 juin ils ont scrupuleusement fermé mon compte joueur sans même m’en informé par mail . Et les emails fait restent sans réponses .

Dear Benaezo,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good morning ,

Thank you for your responsiveness,

The expected answers have been sent to you by email.

Yours faithfully,

Adelaide

Bonjour ,

merci pour votre réactivité,

les réponses attendues vous ont été envoyées par e-mail.

bien à vous ,

Adélaïde

Hello, I have not received any feedback regarding the emails sent. Have you received them?

THANKS ,

Adelaide

Bonjour je n’ai pas de retour concernant les emails envoyés . Les avez vous reçu ?

merci ,

Adelaide

I have received your emails — thank you very much for sending them.

However, please note that we are only able to assist with refund requests in cases where the player clearly informs the casino about their gambling addiction and explicitly requests the closure of their account for this reason.

Based on the screenshots you sent, I haven’t found any mention of gambling addiction in your communication with the casino. Could you please confirm whether you ever stated gambling addiction as the reason for closing your account? If so, when and how did you inform the casino? Please send me screenshots proving your statement.

Thank you in advance for your clarification.

Good morning,

'No, I don't have any other screenshots or conversations other than those sent as proof.

However, I repeatedly requested the closure of my player account, citing the following reasons: too many losses in games, traffic, etc. This amply proves that I was losing control and that they still invited me at least 10 to 15 times to remain an active player on their site despite the fact that I mentioned several times that it was too much for me and that it constituted too many losses.

As I already explained to you, unfortunately I did not keep everything, I sent you what I had in my possession.

However, they had no right to act in this way and I also invite you to read the reviews about them on truspilot which also prove that they acted in the same way with others.

We can't even self-exclude ourselves for several days on this site. And this has never been offered to me either.

this is not normal.

Best regards, Adelaide

Bonjour,

‘non je n’ai pas d’autres screenshots ou autre conversations que celles envoyées en guise de preuves .

cependant , j’ai demandé à de multiples reprises la fermetures de mon compte joueur en mentionnant les motifs suivants : trop de pertes dans les jeux , trafic etc ! Ce qui prouve amplement que j’étais en perte de contrôle et que ceux ci m’ont invités tout de même au moins 10 à 15 fois à rester tout de même une joueuse active sur leur site malgré que j’ai mentionné à plusieurs reprises que cela été trop pour moi et que cela constitué trop de pertes .

comme je vous l’ai déjà expliqué je n’ai malheureusement pas tout conservé , je vous ai envoyé ce que j’avais en ma possession .

cependant, ils n’avaient pas le droit d’agir de la sorte et je vous invite aussi à prendre connaissance des avis à leur égard sur truspilot qui prouvent egalement qu’ils ont agis de la même manière avec d’autre .

nous ne pouvons même pas nous auto exclure pour plusieurs jours nous même sur ce site . Et cela ne m’a jamais non plus été proposé .

cela n’est pas normal .

bien à vous ,Adélaïde

…

Unfortunately, as gambling addiction is not referenced in any of your emails or screenshots, we cannot help you retrieve your lost deposits. However, we can help you with a proper self-exclusion request.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings ${casinoName}, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to RoyalistPlay Casino and keep me informed about any further developments. Thank you in advance.

Madam, the problem is not the closure of my account but the money!

If you feel the evidence is insufficient, I will contact a lawyer.

Yours faithfully,

Adelaide

Madame , le soucis n’est pas la fermeture de mon compte mais bel et bien l’argent !

si vous estimez les preuves insuffisantes, je prend contact avec un avocat .

bien à vous ,

Adelaïde

Dear Benaezo,

Thank you for your continued communication.

We understand how frustrating this experience must have been for you, and we genuinely regret that we’re unable to help further. However, after carefully reviewing all the materials you provided, we must conclude that the casino was not informed about a gambling addiction or asked to apply a proper self-exclusion at any point.

As previously explained, we are only able to assist with refund requests when there is clear evidence that the player explicitly mentioned gambling addiction and asked to be excluded for this reason. While we acknowledge your repeated requests to close your account and the emotional toll this situation has caused, the evidence submitted does not meet the criteria required to proceed with a refund claim.

We hope the guidance we shared earlier helps you protect yourself more effectively in the future.

Best regards,

Veronika

Casino.Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.