Royal Stars Casino Support Thread

[cocopop3011]

Hi and welcome to the support thread for Royal Stars Casino with your rep @RoyalStarsCasino

You can use the link above to message the rep directly, or you can post on this topic for further assistance with anything. 

Here is our official review  - Royal Stars Casino

You can also use that link to write your own review! Please feel free to post your review links below so others can check them out! 

Now please help me in welcoming our new rep!

[RoyalStarsCasino]

Hi @cocopop3011, thanks for the kind words!

We are looking forward to get in touch with you and provide the best possible assistance.
Help us to get better by sharing your concerns, questions and ideas about the Royal Stars Casino here with us.

Looking forward to hearing from you!

[Jeanke08]

I deposited today for the first time and I'm not really finished yet so can't give my global opinion yet.

What I can do and will ask are 1. Isn't ELK part of your providers portfolio yet?

                                                              2. I don't see a button to make a slot game your favorite, this works easier when you own +8000 games () for future sessions for us players.

[RoyalStarsCasino]

Hey @jan duchau, thanks for reaching out to us!

1) Unfortunately, ELK does not work with Curacao Brands anymore.

2) That's actually a very good hint - thank you! I already started the discussion with our backend team and we will see if it it is possible to implement something like that.

Thanks again!

[cocopop3011]

9 hours ago, jan duchau said:

2. I don't see a button to make a slot game your favorite, this works easier when you own +8000 games () for future sessions for us players.

Yep, I have to agree, this is by far one of the most useful features in a casino, regardless of how many games they have actually  

[cocopop3011]

1 hour ago, RoyalStarsCasino said:

2) That's actually a very good hint - thank you! I already started the discussion with our backend team and we will see if it it is possible to implement something like that.

Keep us posted. You can announce the news in our forum if it gets added  

[Blackjax]

3 hours ago, RoyalStarsCasino said:

Hey @jan duchau, thanks for reaching out to us!

1) Unfortunately, ELK does not work with Curacao Brands anymore.

2) That's actually a very good hint - thank you! I already started the discussion with our backend team and we will see if it it is possible to implement something like that.

Thanks again!

There are lots of Curacao casinos that have Elk. Are they not having new partnerships with Curacao brands?

Lucky dreams

[RoyalStarsCasino]

Hey @Blackjax, exactly. They don't approve new URLs at the moment, but they didn't demand to disable on already approved yet. 

[Jeanke08]

18 hours ago, RoyalStarsCasino said:

Hey @jan duchau, thanks for reaching out to us!

1) Unfortunately, ELK does not work with Curacao Brands anymore.

2) That's actually a very good hint - thank you! I already started the discussion with our backend team and we will see if it it is possible to implement something like that.

Thanks again!

I'm sorry that on the second day I already need to announce a situation that has risen and where I've been more than patient enough (3 hours live chat yesterday) especially after tonight small live chat intermezzo where what was promised was clearly not carried out (an e-mail with decision mailed to me) nonetheless a verdict was reached it seems.

From tonight's chat;

[00:09]janduchau: now after 3 hours of debating ans being send in circles I thought I would just check today to see if I need to take further steps

[00:12]Harper: I'm truly sorry but as I mentioned, the support team checked and they couldn't find any pending round on that particular game

[00:13]janduchau: with pending you mean a bonus round not finished or still open...this has nothing to do with that

[00:14]Harper: I mean, there is nothing on that game, according to the system there are no rounds at all

[00:14]janduchau: I've provided all screenshots through live chat supporting that yesterday and even received a contradicted answer

 

When getting these answers with all proof I have, I decided to contact support directly.

Wrote a message through the Royal Stars Casino website contact form and just now e-mailed all screenshots + all email titles from the transcripts I received.

I added the win alone to direct your attention towards the answers above when I provided live chat this image multiple times already and the agitated state that did put me in.

As linux user when casino's ask me to clear cookies and cache I take a snapshot (sort of instant backup) of my system before actually clearing them, so if needed I can produce those also.

It speaks for itself that I just won't let anybody dissect those except professionals, holding dear to my privacy.

 

I wanted to file a complaint but thought *****, let's try this option also before I go ahead with that procedure.

[cocopop3011]

@jan duchau- what exactly is the issue? I’m a bit confused. Did the win not pay? 

[RoyalStarsCasino]

On 2/28/2023 at 11:04 AM, cocopop3011 said:

Keep us posted. You can announce the news in our forum if it gets added  

Hey @cocopop3011 and @jan duchau, regarding the favorite button/section, I can announce that we have implemented your idea already!

Here you can see how it looks now - let me know what you think about it  

[cocopop3011]

39 minutes ago, RoyalStarsCasino said:

Hey @cocopop3011 and @jan duchau, regarding the favorite button/section, I can announce that we have implemented your idea already!

Here you can see how it looks now - let me know what you think about it  

Amazing news! 

[RoyalStarsCasino]

12 hours ago, jan duchau said:

I'm sorry that on the second day I already need to announce a situation that has risen and where I've been more than patient enough (3 hours live chat yesterday) especially after tonight small live chat intermezzo where what was promised was clearly not carried out (an e-mail with decision mailed to me) nonetheless a verdict was reached it seems.

From tonight's chat;

[00:09]janduchau: now after 3 hours of debating ans being send in circles I thought I would just check today to see if I need to take further steps

[00:12]Harper: I'm truly sorry but as I mentioned, the support team checked and they couldn't find any pending round on that particular game

[00:13]janduchau: with pending you mean a bonus round not finished or still open...this has nothing to do with that

[00:14]Harper: I mean, there is nothing on that game, according to the system there are no rounds at all

[00:14]janduchau: I've provided all screenshots through live chat supporting that yesterday and even received a contradicted answer

 

When getting these answers with all proof I have, I decided to contact support directly.

Wrote a message through the Royal Stars Casino website contact form and just now e-mailed all screenshots + all email titles from the transcripts I received.

I added the win alone to direct your attention towards the answers above when I provided live chat this image multiple times already and the agitated state that did put me in.

As linux user when casino's ask me to clear cookies and cache I take a snapshot (sort of instant backup) of my system before actually clearing them, so if needed I can produce those also.

It speaks for itself that I just won't let anybody dissect those except professionals, holding dear to my privacy.

 

I wanted to file a complaint but thought *****, let's try this option also before I go ahead with that procedure.

Hey @jan duchau, thanks for raising this issue!

I spoke to our support team about it and they confirmed that they will investigate this topic with the game provider (they already raised a ticket).
However, this can take a few days depending on the responsiveness of the game provider (skywind group).

So there will be a bit of patience necessary until we can solve this issue. I hope you can understand that. 

[Jeanke08]

11 hours ago, cocopop3011 said:

@jan duchau- what exactly is the issue? I’m a bit confused. Did the win not pay? 

Indeed,  the win wasn't added to the balance after exiting the game.

 

6 hours ago, RoyalStarsCasino said:

Hey @jan duchau, thanks for raising this issue!

I spoke to our support team about it and they confirmed that they will investigate this topic with the game provider (they already raised a ticket).
However, this can take a few days depending on the responsiveness of the game provider (skywind group).

So there will be a bit of patience necessary until we can solve this issue. I hope you can understand that. 

I do understand that new casino's, especially when having such a mega library of game providers and slots, can suffer from growing pains, I don't blame anyone and am following the procedure of whom to talk to to get this settled before placing a complaint.

Where I do have problems with and for which I do blame Royal Stars Casino is the manner of handling such matters:

- 3 Hours being "forced" to follow every dumb suggestion when I have much more knowledge about my browsers and the settings and what or what not indeed may be a good suggestion to follow - Many players would've given up on this charade.

The only good answer would be, we will contact the provider (Skywind), address what has happened to them and when we do get back to you, with proof from Skywind Group, communicate the verdict.

Every time when I needed to re-contact live chat again being assigned a new person, even two times when I specifically demanded that person back, the last one...as a unicum was the same operator.

This is a hot topic when it comes to growing a player database for a new casino, as I do not know anybody who is set up on that, SUGGESTION: implement something, a ticket assigned to player X conversing to operator X when asked to clear/log out/log in again OR just wait for that person to return and continue with the same operator the list of points to chronologically check.

Royal Stars could be the first in the business doing this, maybe even setting a new standard in customer support and it would be beneficial for sure!

Another aspect; stop any and all efforts in trying to trap a player into breaching T&C's...again; many players, still mad or not, would play those free spins RSC e-mailed and thus would've breached the T&C's.

This is sheer trade craft intended to purposely mislead or misguide, just like stretching the KYC process for example ...in the long run this won't be beneficial either.

The only e-mail I should have received that day is about the situation and it being handled with or without extra proof/help I could deliver to help the case go forward.

*just my two cents*

 

8 hours ago, RoyalStarsCasino said:

Hey @cocopop3011 and @jan duchau, regarding the favorite button/section, I can announce that we have implemented your idea already!

Here you can see how it looks now - let me know what you think about it  

 

Although I won't be playing tonight I'm gonna test this new feature for sure and fill it from top to bottom...this was implemented quite quick so I hope it'll be rewarding to browse through +8000 games and having a clear look at what slots I want to play

[cocopop3011]

7 hours ago, RoyalStarsCasino said:

Hey @jan duchau, thanks for raising this issue!

I spoke to our support team about it and they confirmed that they will investigate this topic with the game provider (they already raised a ticket).
However, this can take a few days depending on the responsiveness of the game provider (skywind group).

So there will be a bit of patience necessary until we can solve this issue. I hope you can understand that. 

Excellent! Thank you for stepping in here, and keep us posted!

@jan duchauLet's allow the rep some time to investigate this for you  

[martinhh]

Yes guys, you can really get your winnings out of there.

[Jeanke08]

6 hours ago, martinhh said:

Yes guys, you can really get your winnings out of there.

I'm still waiting to be able to confirm this

 

On 3/1/2023 at 3:50 PM, RoyalStarsCasino said:

Hey @jan duchau, thanks for raising this issue!

I spoke to our support team about it and they confirmed that they will investigate this topic with the game provider (they already raised a ticket).
However, this can take a few days depending on the responsiveness of the game provider (skywind group).

So there will be a bit of patience necessary until we can solve this issue. I hope you can understand that. 

Any updates rep?

[RoyalStarsCasino]

10 hours ago, jan duchau said:

I'm still waiting to be able to confirm this

 

Any updates rep?

Hi @jan duchau, unfortunately, we did not a receive a response from the game provider yet.
I will keep you in the loop and let you know as soon as we got an answer.

[Jeanke08]

7 hours ago, RoyalStarsCasino said:

Hi @jan duchau, unfortunately, we did not a receive a response from the game provider yet.
I will keep you in the loop and let you know as soon as we got an answer.

[Jeanke08]

On 3/7/2023 at 4:41 PM, jan duchau said:

Hope this speeds things up,, I e-mailed Skywind myself.

Maybe stupid but as Skywind games are not mainstream, Royal Stars being the only casino in my casino's to choose from, and I kinda like what I see (ref https://skywindgroup.com/en-US/home)

I  want this resolved asap because other casino tryouts seem ridiculously enervating and non applicable for future sessions!

[RoyalStarsCasino]

On 3/9/2023 at 1:23 AM, jan duchau said:

Hope this speeds things up,, I e-mailed Skywind myself.

Maybe stupid but as Skywind games are not mainstream, Royal Stars being the only casino in my casino's to choose from, and I kinda like what I see (ref https://skywindgroup.com/en-US/home)

I  want this resolved asap because other casino tryouts seem ridiculously enervating and non applicable for future sessions!

Hi @jan duchau, I am sorry that this takes a bit longer. I can guarantee that we did not forget about you!
So far, we did not receive any response from Skywind. But as I said, I will reach out directly to you whenever we know more about this case so that we can fix this!

[cocopop3011]

23 minutes ago, RoyalStarsCasino said:

Hi @jan duchau, I am sorry that this takes a bit longer. I can guarantee that we did not forget about you!
So far, we did not receive any response from Skywind. But as I said, I will reach out directly to you whenever we know more about this case so that we can fix this!

Thank you for updating us.

[RoyalStarsCasino]

On 3/1/2023 at 3:31 AM, jan duchau said:

I'm sorry that on the second day I already need to announce a situation that has risen and where I've been more than patient enough (3 hours live chat yesterday) especially after tonight small live chat intermezzo where what was promised was clearly not carried out (an e-mail with decision mailed to me) nonetheless a verdict was reached it seems.

From tonight's chat;

[00:09]janduchau: now after 3 hours of debating ans being send in circles I thought I would just check today to see if I need to take further steps

[00:12]Harper: I'm truly sorry but as I mentioned, the support team checked and they couldn't find any pending round on that particular game

[00:13]janduchau: with pending you mean a bonus round not finished or still open...this has nothing to do with that

[00:14]Harper: I mean, there is nothing on that game, according to the system there are no rounds at all

[00:14]janduchau: I've provided all screenshots through live chat supporting that yesterday and even received a contradicted answer

 

When getting these answers with all proof I have, I decided to contact support directly.

Wrote a message through the Royal Stars Casino website contact form and just now e-mailed all screenshots + all email titles from the transcripts I received.

I added the win alone to direct your attention towards the answers above when I provided live chat this image multiple times already and the agitated state that did put me in.

As linux user when casino's ask me to clear cookies and cache I take a snapshot (sort of instant backup) of my system before actually clearing them, so if needed I can produce those also.

It speaks for itself that I just won't let anybody dissect those except professionals, holding dear to my privacy.

 

I wanted to file a complaint but thought *****, let's try this option also before I go ahead with that procedure.

 

Hi @jan duchau, we finally received an answer from Skywind.
Unfortunately, neither our backend-team nor the Skywind team could find any game rounds from your user.

Further, by checking the screenshot in more detail, you can see that it was taken while you were playing in fun mode.

1) You can see that the balance in the game (256.61€) does not match your balance on the top right (0€ + 86.32€).
2) Below the play button at the bottom right, you can see the orange retangle with the text "Test Mode".

I am sure that this was some kind of misunderstanding and it was not your intention to get something by underhand means. We are happy to see you back at Royal Stars Casino soon!

[Jeanke08]

3 hours ago, RoyalStarsCasino said:

 

Hi @jan duchau, we finally received an answer from Skywind.
Unfortunately, neither our backend-team nor the Skywind team could find any game rounds from your user.

Further, by checking the screenshot in more detail, you can see that it was taken while you were playing in fun mode.

1) You can see that the balance in the game (256.61€) does not match your balance on the top right (0€ + 86.32€).
2) Below the play button at the bottom right, you can see the orange retangle with the text "Test Mode".

I am sure that this was some kind of misunderstanding and it was not your intention to get something by underhand means. We are happy to see you back at Royal Stars Casino soon!

Like a good gambler I anticipated this remark and took proof on beforehand, of which I have lots more that totally contradict your libelous act; trying to lead with that untrue defamatory statement (should I sue for defamation, slander or libel)?

I'll just post the pictures & let them speak for themselves, I also added screens from Haz Casino: you can clearly see the difference between real and fun mode in the address bar!!

If you think it is photo shopped you can have it examined, I'm sure that'll come in handy later.

Btw, if I had no money left, why would my balance show something different??

You have 48hrs to reconsider, I'm sure your effort was not a misunderstanding but surely intended to rebut my claim ... poorly thought of, might I say, amidst voting for awards and being a newly opened casino.

You can read this as a threat, I'm tired of shady casino's!!!

I'm even considering a formal statement to Belgium's Gambling Commission now, feeling lucky I guess...

https://www.gamingcommission.be/en/gaming-commission/illegal-games-of-chance

[RoyalStarsCasino]

15 hours ago, jan duchau said:

Like a good gambler I anticipated this remark and took proof on beforehand, of which I have lots more that totally contradict your libelous act; trying to lead with that untrue defamatory statement (should I sue for defamation, slander or libel)?

I'll just post the pictures & let them speak for themselves, I also added screens from Haz Casino Casino: you can clearly see the difference between real and fun mode in the address bar!!

If you think it is photo shopped you can have it examined, I'm sure that'll come in handy later.

Btw, if I had no money left, why would my balance show something different??

You have 48hrs to reconsider, I'm sure your effort was not a misunderstanding but surely intended to rebut my claim ... poorly thought of, might I say, amidst voting for awards and being a newly opened casino.

You can read this as a threat, I'm tired of shady casino's!!!

I'm even considering a formal statement to Belgium's Gambling Commission now, feeling lucky I guess...

https://www.gamingcommission.be/en/gaming-commission/illegal-games-of-chance

 

Hi @jan duchau, I am sorry to hear that you don't feel treated fairly!
We are trying to give our best in order to solve all concerns, questions and complaints in a fair manner for our players.
This also means that we investigate whether a claim is justified or not.
Therefore, we asked our backend-team and the team of the game provider (Skywind) to investigate your case properly.

Both of them can clearly confirm that your user did not play the slot you shared in the screenshot (with real money).
We also shared all the facts about your screenshot, that leave no doubt that your user played in fun mode when you received the winning, in our previous post (Balance mismatch, "Test Mode" - Badge). 
--> We can understand that it might be frustrating but there is no justification to claim winnings from fun mode in real money. 

I don't want to leave your questions unsanswered:

"Btw, if I had no money left, why would my balance show something different??"
- We are saying that the balance in the game does not match the balance of your user on the screenshot where you won the amount. This is not possible when you play with real money (can be tested anytime). We did not say you had no money left.

"If you think it is photo shopped you can have it examined, I'm sure that'll come in handy later."
- We don't think your picture is photoshopped. From a technical perspective, a website does not resfresh when the url changes as long as you don't push "ENTER" - maybe that happened accidentally. However, I asked our backend team already to investigate if there is any issue with the url in fun mode.

As I said, we want to solve all complaints in a fair manner and be as transparent as possible to our players in our decision making. In your particular case, we have proof (from two sites - our Platform Team and Skywind) that your winnings were generated in fun mode and therefore, we can't give you any refund or something similar.
I understand that this is not the outcome you were looking for but I still hope you can understand our decision based on the arguments we shared.