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Casino Royal Club – Poor service

Ruling

Found for the Player - Casino Royal Club offered no response what-so-ever to our repeated efforts to discuss this complaint issue with them.

Read our Casino Royal Club Review.

Player's Complaint

After depositing ¬£800 in a few hours at the casino, i asked live chat to close my account as i was spending too much and needed to stop gambling. I was promised this would be done within 24 hours. Everyday for the next 11 days i asked live chat why my account wasn’t being closed as requested but all they kept saying was to send another email. I sent approx 20 emails over the 11 days, finally my account was closed but id gambled nearly ¬£2000, around ¬£1200 was after i asked my account to be closed.

There telephone numbers dont work

I have email complaints to the managers email address, no replies

I have asked for a written complaints address and for a manager to call me several times on live chat, the chat agents just end the chat and do not answer!!!!!!!!!!!!!!!!!!!!!!!

2 days after my account was finally closed the casino automatically reopened my account without my permission this encouranged me to spend even more.

Id like this casino to accept they have failed, and to refund any deposits i made after the 24hrs had passed following my initial request to close my account, i even on day 2 asked them to remove my card to stop me depositing as all i needed to enter was the last 3 verification numbers on the card in order to deposit (far too easy). It should never of taken this company 11 days to close my account to be reopen it again days later after ive told them i have a gambling issue really is not right as isnt fair.

Read the casino review

2 Responses

ThePOGG
Jul 04, 2017

Hi anon2828 - welcome to ThePOGG.com!

Firstly, as a UK citizen you should only be playing with UKGC licensed operators. Casino Royal Club do not hold a UKGC license and as such cannot legally accept your play.

Secondly - given your stated compulsive gambling issues I would strongly encourage you to review our Responsible Gambling page. On that page you'll find an array of tools and resources to help you control your gambling.

Finally, we'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Aug 07, 2017

Hi anon2828,

Unfortunately we've received no response what-so-ever to our repeated efforts to contact Casino Royal Club casino regarding this issue. At this point I have no reasonable expectation of this situation changing.

I'm sorry we could not be of more help.

ThePOGG

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