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Plaza Royal - Withdrawal


Resolved - Both the submitting complainant and Plaza Royal Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Plaza Royal Casino Review.

Player's Complaint

I'm filling a claim because I was denied by the customer service agents from Plaza Royal (Aspire Global International ltd - MGA/CRP/148/2007) concerning a transaction on my account. I was strip of 2870 $ CAD of my 3000 $ CAD winnings on March 28th, 2022, for the following reason:

We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal, if the player has placed wagers equal to or greater than $4.00 or $0.50 per line or 15 percent of the bonus amount before the wagering requirements for that bonus are met.

Here is why I don't agree.

On March 23rd, I did a deposit of 150 $ with a bonus of 75 $. I did play from 19:32 till 20:57 (ancient fortunes megaways, 9 masks of fire, fire forges, 3888 ways of the Dragon) and I finally won 900,48 $ and withdrew 900 $. I did in fact play using wagers from 3-5 $ but I did not know about the bonus policy. At this point, I met the wagering rights since I was allowed to withdraw the money and I completed the requirements for the bonus.

On March 24th, I did another deposit of 120 $ with NO BONUS. With this money, I played from 10:57 to 12:11 Fire Forge, Ancient Fortunes Poseidon Megaways, 15 tridents, Inca Gems and finally game up with a balance of 2009.02 $ and withdrew 2001 $. (2000$ + 1 $). This transaction has nothing to do with any bonuses or the initial transaction on March 23rd.

Finally, on March 24th. I did another deposit of 130 $ with NO BONUS and built up a balance of 806.90 $ playing 777 Rainbow Respins. (From 16:41 to 16:45). At this point, I cancelled the 900 $ cash out I had made on March 23rd (it was still on approval status, and I did not know about the bonus policy) and played with the 1706.90 $ until it came down to 1001 $ (cash out of 1501 $ than cancelled it. Cash out 1260 $ than cancelled it to finally end up with a 1000 $ + 1$ fee cash out).

At this point, I understand the bonus policy argument which I had not read correctly at the start. Regardless of this policy, on the 2 cash outs I made for 3000$ (2000 $ and 1000 $) that were cancelled and taken from my account, only 900 $ can be linked to an initial bonus deposit. Of this amount, some was put back in play and lost during the day of March 24th. 53 % (900$/1706.90$) of the money gambled to end up with a cash out of 1000 $ was composed of the winnings from the initial bonus. Therefore, 527.27 $ should be in fact taken off my 3000 $ according to the policy.

According to what I just demonstrated: An amount of 2472.73 $ should be shown as my balance in my account and allowed to be withdrawn but they only put 130 $ back in my account. While my deposits were still being processed, I wagered on March 27th another 955 $ that was charge on my credit card. As of now, they kept every deposit I made, give or take 1400 $ CAD and cancelled my winning of 2870 $ and gave me back only 130 $.

When I wrote to them twice about the issue, here is the answer I got:

Please note that we stand by our email sent 28.03.22. You were in breach of the Bonus Policy which you agreed to when registering your account. We will not change our decision in this matter.

Thank you! I will not stand down to [EDIT] and bad faith.

Read the casino review

5 Responses

User icon
April 5, 2022

Hi mcfly63 - welcome to!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

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



User icon
April 11, 2022

Hi mcfly63,

Our understanding is that your balance has been restored. We would appreciate it if you could confirm when you receive your funds.



User icon
April 12, 2022

My balance was indeed restored. I'm in the withdrawal process and I'm waiting for an approval. Last time, my balance had been removed during the withdrawal process. I'll keep you posted once the money is in my account.

Thank you for your help!

User icon
April 21, 2022

I have received the funds today. Thank you for your help. Can't say i was impressed by customer service from Plaza Royal since i had try to discuss it with them first but anyway ! Case close !

User icon
April 22, 2022

Hi mcfly63,

Thanks for letting us know - it is appreciated :)


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mcfly63 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

April 4, 2022

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