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I wrote to the casino on 26.05.2025 Email I request immediate account blocking permanently Reason addicted family problems because of game today I lost 200 euros again please refund

Ich habe am 26.05.2025 casino angeschrieben Email Ich bitte um sofortige Account sperren dauerhaft Begründung süchtig Familien Probleme wegen Spiel heute habe ich wieder 200 Euro verloren bitte um Rückerstattung

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalGame Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still open I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoyalGame Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@royalgame.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Account would be closed

Account würde geschlossen

Refund not

Rückerstattung nicht

Dear besarion,

Thanks for the update.

Have you asked the casino for a refund of the lost funds due to failed player protection already? What response have you received?

Could you please forward your self-exclusion request from May 26th to me to support your complaint?

Could you please share with me your communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru.

I wrote to them unfortunately without answer as always so I am glad that you exist

Ich habe die angeschrieben leider ohne Antwort wie immer deswegen bin ich froh das es euch gibt

Thanks for your reply

Please forward the evidence of your efforts to self-exclude due to gambling addiction from this casino.

Without this evidence, we are unable to confront the casino.

I appreciate your cooperation in the matter. Send evidence to my email at tomas@casino.guru

It doesn't make sense please close the case f Account is closed thank you

Es hatt kein Sinn bitte schließen Sie den fal f Account ist geschlossen danke

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.