Royal Russia Casino - Spillerens indbetaling behandles med et omsætningskrav på x45.

Hello! I made a deposit on August 17th. The deposit did not go through, and I could only address this issue 17 days later due to not having the opportunity to do so earlier. I didn’t even realize that the funds hadn’t gone through during all this time. On September 3rd, I contacted them via chat. They responded that since more than 14 days had passed, there was nothing they could do because my deposit was "lost". After a short conversation, they asked me for the receipt and a bank statement. I thought they were going to actually search for my deposit since they asked for the receipt and statement. However, in the end, they compensated me with the deposit amount but with a x45 wagering requirement. They credited my deposit with a x45 wagering requirement instead of contacting the payment provider to find my deposit. This meant I needed to play through more than 3 million. I did not agree to this and request that my deposit be credited as a regular deposit, not as a bonus with a x45 wagering requirement.

Здравствуйте! Депозит был сделан 17 августа. Он не поступил и обратиться я по этому поводу смог только через 17 дней, так как банально не было возможности. Но я даже не знал что деньги не буду поступать на протяжении такого времени. 3 сентября обратился к ним в чат. Они мне ответили что прошло больше 14 дней и мы ничего не можем сделать, так как ваш депозит "утерян". После недолгой беседы они попросили у меня чек и выписку из банка. Я думал что они всё таки будут искать мой депозит, раз чек и выписку запросили. А в итоге они мне дали компенсацию в виде размера депозит с вагером х45. Они зачислили мой депозит с вагером х45, вместо того чтобы обратиться к платёжному провайдеру и найти мой депозит. Это нужно было отыгрывать больше 3кк. Я на такое не был согласен и прошу что бы мой депозит был зачислен как обычный депозит, а не в виде бонуса с вагером х45.

Dear anglexion091,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

The casino flatly refuses to credit my deposit. They ignored a complaint on another forum and were blacklisted. They refuse to cooperate with anyone.

Казино категорически отказывается зачислять мой депозит. Они проигнорировали жалобу на другом форуме и их внесли в черный список. Они отказываются сотрудничать с кем либо

Hello anglexion091,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Anglexion091,

Have you forwarded the payment confirmation from your provider to the casino as proof of your deposit? If not, could you kindly send it to me at nikolas.b@casino.guru as well?

Additionally, could you confirm whether you’ve used any of the balance the casino credited to you, which comes with a 45x wagering requirement?

I look forward to your reply.

Best regards,

Nick

Dear anglexion091,

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.

Sent. But I think there is no point. The casino does not answer and they do not care about me...

Отправил. Но я думаю что нет смысла. Казино не отвечает и им наплевать на меня...

Hello anglexion091,

Would it be also possible to forward any communication between you and the casino regarding this matter to my e-mail address for further review?

Looking forward to your answer.

Regards,

Nick

Dear anglexion091,

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.