Royal Sea Casino - Depozit igrača nije uplaćen.

RoyalSea Casino received my 1,270 USDT deposit on-chain but refuses to credit my account

I am filing a formal complaint against RoyalSea Casino regarding a missing deposit of 1,270 USDT.

Casino: RoyalSea

Casino domain used: royalsea.com 

Casino username/account ID: 611208656

Deposit amount: 1,270 USDT

Network: TRC20 / TRON

Deposit address: THM5D2ZZUHLopebYDHPeCmhKSGjqHvP3Qm

Transaction hash: d3710318c372fd12fd5615a114f4aff7ee5a56d91a0aa204cdaa6343f6d00195

Blockchain evidence:

https://usdt.tokenview.io/en/address/THM5D2ZZUHLopebYDHPeCmhKSGjqHvP3Qm

The public blockchain record shows that this address received exactly 1,270 USDT. It also shows that the full 1,270 USDT was subsequently transferred out of this address. Therefore, the payment was successfully delivered to the deposit address and the funds were later moved.

The deposit address was displayed inside the deposit section of my RoyalSea account. I have a screenshot and a screen recording proving that RoyalSea displayed this exact address to me for depositing USDT.

Despite this evidence, RoyalSea has not credited the deposit to my casino balance.

The support team has provided several contradictory and misleading responses.

First, they instructed me to request a reversal or refund from the exchange from which I sent the USDT. This was not a realistic solution because a confirmed TRC20 blockchain transaction cannot simply be cancelled or reversed by the sender.

Second, RoyalSea claimed that I had sent the USDT to the wrong wallet address. I then provided a screen recording from my RoyalSea account proving that the exact address displayed for my deposit was:

THM5D2ZZUHLopebYDHPeCmhKSGjqHvP3Qm

After I disproved their claim, RoyalSea changed its explanation again.

Their latest response was:

"On our side we have provided you with all the information we have at this time — unfortunately, none of the payment providers were able to identify the payment."

They subsequently stated:

"In order for us to credit the funds to your balance, the payment must appear in our technical system. Currently, following a detailed check, this transaction has not been recorded and cannot be automatically linked to your account."

This explanation does not resolve the issue.

The blockchain proves that the deposit address received exactly 1,270 USDT and that the funds were subsequently transferred out. The fact that RoyalSea’s internal technical system failed to automatically link the deposit to my account is an internal issue between RoyalSea and its payment provider. It is not the player’s responsibility.

I used the deposit address displayed inside my RoyalSea account and successfully sent the required token through the correct TRC20 network.

I request that RoyalSea:

Manually credit 1,270 USDT to my casino balance; or

Return the full 1,270 USDT to the original sending address;

Identify the payment provider responsible for the deposit address;

Explain who controlled the address and transferred the 1,270 USDT out of it;

Confirm the current legal entity operating RoyalSea

I can provide:

The blockchain transaction record;

The transaction hash;

A screenshot of the deposit address displayed in my RoyalSea account;

A screen recording from inside the account;

The complete support correspondence;

Screenshots of RoyalSea’s contradictory explanations.

I am requesting assistance in obtaining either the manual credit of my 1,270 USDT deposit or a full refund.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful deposits into this casino before?
• Have you previously used the same cryptocurrency and deposit address to successfully transfer funds into your casino account?
• Can you see the deposit recorded in the transaction history of your casino account?
• Could you please specify what type of confirmation or proof the casino requires in order to verify your payment successfully?
• When was the last time the casino communicated with you regarding the status of your deposit?

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

Best regards

Veronika

Dear blak212121,

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.

The situation is different now. RoyalSea has credited the 1,270 USDT to my account, but they have blocked withdrawals due to what they call an "additional verification."

I have been waiting since that date for the withdrawal restriction to be removed. However, they have not provided any specific timeframe for completing this review.

According to their rules, this process does not appear to have any clear deadline, which means it could theoretically continue indefinitely.

I’m glad to hear that the deposit was eventually credited to your account.

Could you please clarify what the casino’s "additional verification" concerns? Is the casino reviewing any personal documents you were asked to provide as part of the KYC process, or are they investigating your gameplay or betting activity?

If you have any communication between you and the casino’s customer support regarding the blocked withdrawals or the additional verification, please forward it to me at veronika.f@casino.guru. This can include emails, chat transcripts, or screenshots.

Thank you for your cooperation.

Hello Veronika,

Thank you for your reply.

After the 1,270 USDT deposit was finally found and credited to my account, withdrawals from my account were restricted again. The casino requested additional identity verification. In particular, I had to go through passport verification again, even though I had already provided my documents and successfully completed verification before.

They said there's no timeline, so it could take forever.... 

Their response is in the screenshot. 

Dear blak212121

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello blak212121,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Dear Casino.Guru Team,

We would like to point out that this matter is already the subject of an identical complaint submitted by the player to AskGamblers. At present, the review of that complaint has not yet been concluded.

For its part, the Company continues the additional verification procedure and maintains regular communication with the player.

In accordance with Clause 3.2.9 of the Terms and Conditions, which the player accepted upon registration, the Company is entitled to apply additional identity verification procedures and request the necessary supporting documents. The Terms also provide the player with up to 30 days from the date of the relevant request to submit the requested information. In addition, the timeframe for the verification of a gaming account is determined individually for each account.

We also consider it important to highlight the chronology of the most recent events. On 21 August, the player was requested to provide uncropped original screenshots confirming the deposits made from the cryptocurrency wallet in August, as well as a screenshot of the cryptocurrency wallet profile showing the full name of its owner.

Despite this, while the requested documents had still not been provided, the player continued to claim that the Company was unreasonably delaying the verification process. Due to the absence of the requested materials, the Company had to additionally remind the player of the need to provide them.

Only after our reminder, five days after the initial request, did the player provide the relevant materials. They were received by the Company and submitted for review as part of the ongoing verification procedure.

Therefore, the claim that the Company is inactive or is unreasonably delaying the verification does not reflect the full chronology of the process. The verification remains active, communication with the player is ongoing, and the duration of the procedure also depends on the timely submission of the requested documents in the appropriate form and format.

The player will be notified of the outcome once the verification has been completed.

Given that an identical complaint concerning the same matter is already under review by AskGamblers and no final decision has yet been issued, we kindly ask that the parallel review of this dispute also be taken into consideration.

Kind regards,

RoyalSea Support Team

Dear Royal Sea Casino Team,

Thank you for providing the additional information and clarification regarding the verification process.

We would appreciate it if you could update us here once the review of the recently submitted documents has been completed. In particular, please let us know which documents have been accepted and whether there are any remaining issues or requirements that could prevent the player from successfully completing the verification.

We would also kindly ask you to keep us updated directly in this complaint thread regarding any further developments, as we do not actively monitor complaint proceedings on other complaint resolution websites.

We understand that the same matter is currently being reviewed by AskGamblers, and there is no issue with the player pursuing the complaint there as well. However, Casino Guru operates its own independent complaint resolution process, and in order for us to properly review and assess the matter, we also need to have the relevant information, documents, and updates available here.

Therefore, once the current document review has been completed, we would appreciate an update regarding the outcome and any further steps required from the player.

Thank you for your cooperation.