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I was playing in the royal panvit casino I was to meet wagering which I did after having £320 balance then they took all the money and was left with only £46 claiming my £320 was converted to £46 real money which I could not even withdraw that is daylight robbery how is it possible to play all that time and get to win and your money won is converted to low amount

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Dear Lizeey35,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered with your account at the Royal Panvit Casino.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Can you describe the specific games you were playing when you reached your £320 balance?
• Were there any specific terms or conditions that you were made aware of regarding the wagering requirements?
• Did you receive any notifications or messages from the casino regarding your balance conversion?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that we have all the necessary information to assist you effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Hello I played slot games with £10 welcome bonus and won about £370 but after a while while I was playing went to another game to continue playing and I saw my balance drop to £46 after I contacted them they said they converted the balance to £46 i had already waggered the percentage required

Thank you for your reply and for providing the previous details, Lizeey35.

• Could you please clarify when you first encountered this issue?
• Do you have any screenshots or documentation that support your claim, such as game history?
• Have you contacted the casino’s customer support regarding this matter? If so, could you please provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can either post the screenshots directly in this thread or send all documents to petra.h@casino.guru.

Thank you again for your cooperation.

I played and waggered the £10 given as a bonus I used it to play and it made me £376 after completing my waggering of 100% that was my balance,then it was converted to £46 which I can't withdraw even because you need a balance of £100 so I'm wondering did I waste my time to play I have sent email of the conversation and bonus terms to the mentioned email kindly look at it

Thank you for your prompt response and for sharing the previous details, Lizeey35.

Could you please provide us with any evidence regarding the Bonus itself, such as a screenshot or a link? You may send all relevant documents to: petra.h@casino.guru or post them directly in this thread.

Thank you once again for your cooperation.

Dear Lizeey35,

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.

I sent the evidence to the email mentioned Petra.h@casino.guru

Dear Lizeey35

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 Peter (peter.c@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,

Petra

Thank you

Hello there,

Thank you Lizeey35 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Vincit Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

They need to explain why after playing all those hours when you win and reach the wagger level the money you win is reduced to a low amount that you can't withdraw

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter