Royalstars casino refuses to pay my winnings

[Damien7780]

Hello, I hope you're well?
I have a problem with the casino "royalstars casino" I explain, I play on this casino since January my withdrawals have never taken more than 24 hours to be validated and now I made a withdrawal request on February 24 and it has still not been validated. I have a bad feeling  they owe me a total of 1400€ and I didn't play with any bonus so I really don't understand why they don't want to pay.
Can you please help me 

I have contacted customer service several times and they always tell me the same thing, that I have to be patient and that they don't know when it will be validated 

Today I went to customer service again because I received a promotional offer by email for a bonus and not being visible on my player account I contacted customer service and the big disappointment! Customer service told me that all bonuses had been deactivated for me by the finance department! Even though I never broke the rules! They're looking for excuses not to pay me! I have all the screenshots showing that the winnings they owe me were earned without bonuses. 

 

[Damien7780]

@cocopop3011

[Damien7780]

[Damien7780]

Il y a 7 minutes, Damien7780 a dit :

I am very disappointed as I have never had any problems with this casino before, they have always paid me on time... 

[Afi4wins]

@Damien7780 I don't play at Royalstars so I don't know all the terms and conditions, but there is 1 item that is quite common at almost all casinos, and that is:-

Whenever a certain amount of withdrawal request has been reached (around 2000 - 2500 $/Eur) the casino management may decide to do a thorough scrutinisation of your account, which may take several days to complete. Only after this can they decide to approve or disapprove your withdrawal.

Maybe this is the cause for the delay here.

[Damien7780]

4 minutes ago, Afi4wins said:

@Damien7780 Je ne joue pas chez Royalstars donc je ne connais pas tous les termes et conditions, mais il y a un élément qui est assez courant dans presque tous les casinos, et c'est :-

Dès qu'un certain montant de retrait est atteint (environ 2000 - 2500 $/Eur), la direction du casino peut décider de procéder à un examen approfondi de votre compte, ce qui peut prendre plusieurs jours. Ce n'est qu'après cela qu'ils peuvent décider d'approuver ou de refuser votre retrait.

C'est peut-être la cause du ***** ici.

Yes, they're looking for excuses and have deactivated my bonuses.

The last bonus I took from them I lost... That's why I don't understand what's going on  

Moreover this is only a small amount and my account is fully verified. 

[Damien7780]

5 minutes ago, Afi4wins said:

@Damien7780 Je ne joue pas chez Royalstars donc je ne connais pas tous les termes et conditions, mais il y a un élément qui est assez courant dans presque tous les casinos, et c'est :-

Dès qu'un certain montant de retrait est atteint (environ 2000 - 2500 $/Eur), la direction du casino peut décider de procéder à un examen approfondi de votre compte, ce qui peut prendre plusieurs jours. Ce n'est qu'après cela qu'ils peuvent décider d'approuver ou de refuser votre retrait.

C'est peut-être la cause du ***** ici.

It's this message that worries me, because I haven't broken any rules. 

[Afi4wins]

That's not good news at all...

[Damien7780]

Just now, Afi4wins said:

Ce n'est pas du tout une bonne nouvelle...

That's why I asked coco for help I spent almost that much to get this win. 

[Blackjax]

When players take too many deposit bonuses casinos tend to deactivate bonus for them. Its important to make real money deposits side by side. Do you know what is your bonus ratio?  How many deposits you have made and how many bonuses did you claim? 

[Damien7780]

18 minutes ago, Blackjax said:

Lorsque les joueurs prennent trop de bonus de dépôt, les casinos ont tendance à désactiver les bonus pour eux. Il est important d'effectuer des dépôts en argent réel côte à côte. Savez-vous quel est votre ratio de bonus ? Combien de dépôts avez-vous effectués et combien de bonus avez-vous réclamés ? 

 

I must have made about 50 deposits without a bonus.

I had to ask for 6 or 7 bonuses

But what I don't understand is that the winnings I've earned have all been made with no-bonus deposits

[Damien7780]

It's strange because my account isn't closed with them, so I can continue to play, except that I won't deposit any more 1 cent with them until they pay me my winnings. 

[Ultras34]

@Damien7780 same things happen to me,smokace and windetta dont giving me  bonus offers anymore just raw cash deposit..got  e mail from acc manager its administrative decision..with cash out i didnt have problem with tham..wanted to say you are not first one who have dissabled bonus offers from casino site.. 

[Damien7780]

1 minute ago, Ultras34 said:

@Damien7780 les mêmes choses m'arrivent, Smokace et Windetta ne me proposent plus d'offres de bonus, juste des dépôts en espèces bruts... J'ai reçu un e-mail du gestionnaire du compte, c'est une décision administrative... Avec le retrait, je n'ai pas eu de problème avec eux... Je voulais dire que vous n'êtes pas le premier à avoir désactivé les offres de bonus du site de casino... 

As far as bonuses are concerned, I don't mind not having them, all I ask is that they pay my winnings. 

[Icy]

54 minutes ago, Damien7780 said:

It's this message that worries me, because I haven't broken any rules. 

@Damien7780 Same to me but took their "royal" offers. After about one or two cash outs they excluded me for "suspicious activities" claiming I've been "advantage playing". Since then I went somewhere else! I gave them royal service and now they offered me unthinkable peasantries! No expensive wine, no jester, no hot babe!

[Damien7780]

3 minutes ago, Icy said:

@Damien7780 Pareil pour moi, mais j'ai accepté leurs offres « royales ». Après un ou deux retraits, ils m'ont exclu pour « activités suspectes » en prétendant que j'avais « joué avec des avantages ». Depuis, je suis allé ailleurs ! Je leur ai rendu un service royal et maintenant ils m'ont offert des paysans impensables ! 

Yet I won the winnings long after playing with his bonuses ... I bet with my money and I won. I don't see why they don't pay me

[Icy]

4 minutes ago, Damien7780 said:

Yet I won the winnings long after playing with his bonuses ... I bet with my money and I won. I don't see why they don't pay me

Between Altacore casinos who delay payments but still pay up and Verses Odds B.V like Royal Stars, who pay you for initial deposits and winnings but probe questionable dealings on subsequents later ah....Altacore would still be good. 

I hope you receive your funds @Damien7780!

[Damien7780]

Just now, Icy said:

Entre les casinos Altacore qui retardent les paiements mais paient quand même et Verses Odds BV comme Royal Stars, qui vous paient pour les dépôts initiaux et les gains mais enquêtent sur les transactions douteuses plus tard, ah... Altacore serait toujours bon. 

J'espère que vous recevrez vos fonds@Damien7780!

I also hope because it's unfair.

[Maiwen]

Deactivating bonuses does not mean refusing your payment, especially since you won with your own money without a bonus. and since the casino has not closed your account, I think you will receive what you won. with online casinos you have to be patient.

[Afi4wins]

Yeah, I agree with @Maiwen there. I'm quite sure the casino will pay you your winnings in due time...just have to be patient and wait.

After getting your winnings, I would suggest you quit the casino and play elsewhere!

[Fiekie247]

Remember my post about bonuses! They did the same to me. Suspicious bonus activity, although I didnt always play with bonuses

They will pay you. Mine took once 72 hours but always 24 hours.

Please check your spam if you got an email from Finance departnebt.

 

[Damien7780]

14 minutes ago, Fiekie247 said:

Remember my post about bonuses! They did the same to me. Suspicious bonus activity, although I didnt always play with bonuses

They will pay you. Mine took once 72 hours but always 24 hours.

Please check your spam if you got an email from Finance departnebt.

 

No, still nothing. I checked again on the casino, even the 3 withdrawals are still pending and the oldest dates back to February 24. I have contacted customer service again and they tell me that there is a delay in payments ‍ strange ... Then they tell me to send an email to financial services, I've already sent 2 emails with no response.

[Damien7780]

4 days after the first withdrawal request, still no news... Customer service can't tell me more about the nature of the delay. I'm still at points

We're a long way from the 24 to 48 hours advertised on their sites. What's more, I've sent several emails to the financial services department and have received no reply. 

[Blackjax]

File a complaint against them at Askgamblers. Follow this link and go to bottom of the page https://www.askgamblers.com/online-casinos/reviews/royal-stars-casino

[Damien7780]

14 minutes ago, Blackjax said:

Déposez une plainte contre eux sur Askgamblers. Suivez ce lien et allez en bas de la page  https://www.askgamblers.com/online-casinos/reviews/royal-stars-casino

I get this error message when I try to upload screenshots.