Royals Tiger Casino - Ο λογαριασμός του παίκτη έχει ανασταλεί και τα χρήματα έχουν παρακρατηθεί.

I am submitting a complaint against royalstiger.com.

I have been using this website since 16 December. After requesting a withdrawal, my account was suspended and my funds were withheld.

Key issues:

- A balance of €267.27 remains visible but unpaid.

- The bank transfer (IBAN) withdrawal option was removed after my withdrawal request.

- I was forced to use alternative methods (crypto / credit card) that were not viable for me.

- Part of my real balance was automatically converted into bonus funds without my consent.

- The website does not display any valid gaming license or regulator.

- I received written confirmation that the former Curaçao regulator ceased operations and that sublicenses expired.

The total amount deposited exceeds €3,000.

I believe this casino is operating without a valid license and is withholding player funds using abusive practices.

I am attaching screenshots showing:

- visible balance,

- account suspension,

- removal of withdrawal methods,

- automatic bonus indexing,

- lack of license information.

I request assistance to recover my funds.

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.

Dear armar,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have been experiencing with this casino.

Thank you as well for sending the email with all the screenshots — I confirm that we have received them.

Before we proceed further, I would like to ask you a few questions to better understand the situation:

• Could you please confirm the exact date when your withdrawal request was made?
• Did you receive any explanation from the casino regarding the suspension of your account? If yes, what reason was provided?
• You mentioned that part of your balance was converted into bonus funds — do you know the specific amount and which terms were cited by the casino (if any)?

If you have any additional information or documents that may help, you can upload them here or forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, thank you for bringing this website to our attention — we will add this casino to our database.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear armar,

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.

Good morning, I've already sent you what you requested by email on 28/12/2025. You can check, there are a lot of documents, maybe that's why you haven't seen them.

Bom dia já enviei o que solicitou por e-mail no passado dia 28/12/2025 pode verificar tem muitos documentos talvez por causa disso que não viu.

Additional comments from the player:

Dear Sir or Madam,

I am submitting a formal complaint against the online gambling website royalstiger.com regarding the retention of my funds, abusive bonus practices, and lack of regulatory transparency.

### 1. Lack of license disclosure

The website does not clearly disclose any licensing authority or regulator on its pages. There is no visible reference to a gaming license, regulatory body, or license number, which already raises serious concerns regarding compliance.

### 2. Withheld funds and removal of withdrawal method

I had a positive balance of approximately €267.27 visible in my account.

Between the 24th and 26th, I requested a withdrawal. After this request:

- The bank transfer (IBAN) withdrawal option, which was previously available, was removed without explanation.

- Alternative methods such as cryptocurrencies and Skrill were imposed, despite not being available or usable by me.

- A credit card withdrawal was later demanded as the only option, even though this method is not viable for me and was never agreed as an exclusive withdrawal method.

As a result, I was left with no practical way to withdraw my funds.

### 3. Account suspension

Following my withdrawal request and repeated contacts with support, my account was suspended, while the balance remained visible. This suspension effectively prevents access to my own funds and occurred without any concrete allegation or individualized justification.

### 4. Abusive bonus indexing and misclassification of real money

In addition to the above, the operator automatically indexed multiple bonuses to my account, displaying them as "available to activate", and deducted approximately €61 from my real balance, reclassifying that amount as bonus balance.

I did not request, opt in, or actively activate these bonuses.

This means that the operator is artificially reducing the amount considered "real money" to approximately €200, while subjecting the deducted amount to bonus-related conditions. This practice converts real deposited funds into bonus funds without player consent, significantly restricting withdrawal and misleading the player.

### 5. Summary

In practice, the operator has:

- Retained real player funds;

- Removed a viable withdrawal method after a withdrawal request;

- Imposed non-viable alternatives;

- Suspended the account with funds still visible;

- Reclassified part of my real balance as bonus funds without consent;

- Failed to clearly disclose any licensing authority.

I am attaching screenshots showing:

- The visible balance;

- The account suspension;

- The removal of the IBAN withdrawal option;

- The automatic bonus indexing and balance deduction;

- Communications with support;

- The absence of licensing information on the website.

### 6. Request

I respectfully request your intervention to:

- Ensure the release of my funds;

- Assess the operator’s compliance with basic regulatory and consumer protection standards;

- Investigate the bonus practices applied to real player funds without consent.

Thank you for your attention to this matter.

Hi armar,

Thank you for the additional information and for the detailed explanation you provided.

I understand that there are multiple serious concerns you are raising (license, bonus practices, withdrawal methods, account suspension). However, to be able to move forward in a structured and effective way, we need to focus first on one key factual point:

The €267.27 balance

Please clarify what exactly happened to the €267.27 balance:

• Was this amount lost through gameplay after the withdrawal request, or
• Was it confiscated / removed by the casino (fully or partially), or
• Is it still visible in the account but blocked due to the suspension?

Our next steps depend entirely on whether the funds were lost by play or withheld by the casino through an action on their side.

Please reply specifically to this point, and we will continue from there.

Dear Petronela,

Thank you for your message. I would like to add an important clarification regarding the balance situation.

After my withdrawal request on 26 December 2024, the casino removed bonus funds and related balances, stating that bonuses had been applied or activated. 

As a result, my available balance was reduced, and the casino informed me that only approximately €200 would remain eligible for withdrawal.

However, despite this adjustment:

- My account was subsequently suspended,

- The remaining withdrawable balance (approx. €200) has not been paid,

- I have not been allowed to withdraw even €1 to date,

- The account remains blocked, with no clear justification or resolution timeline provided.

To be clear:

- I accepted the removal of bonuses as imposed by the casino,

- I am only requesting the withdrawal of the remaining real-money balance,

- The ongoing suspension is preventing any withdrawal, despite multiple requests.

The funds remain unpaid, and the account remains suspended without resolution.

Please let me know if you require additional screenshots or communication records to support this clarification.

Kind regards, 

Elsa

Hello armar,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good afternoon,

I would like to inform you that I am trying to present other solutions for them to unblock my money and they are not accepting... I need urgent resolution!!!!

Boa tarde,

informo que estou a tentar apresentar outras soluções para eles desbloquearem o meu dinheiro e não estão a aceitar… preciso de resolução urgente!!!!

Hello armar,

Thank you for your message.

You mentioned that you have proposed other solutions to the casino to unblock your funds. Could you please specify what solutions you suggested and share any relevant communication related to this?

Dear Sir

As requested, I will now clearly detail the solutions I have presented to the operator and the reason why the situation remains blocked.

1. Previously, the platform allowed withdrawals by bank transfer (IBAN).

This option existed, was functional and linked to my personal data.

At some point, this option was removed without any objective explanation.

2. Currently, only the option to withdraw by bank card is presented, which is not feasible in my case, for the following reasons:

- The card in question is not physically in my possession;

- If it has to be canceled, it automatically ceases to be a valid means of payment;

- Despite this, I am still the owner of the account, the bank details and the card itself, and can prove this ownership by any means requested.

3. I have formally requested an alternative, namely:

- Reactivation of the withdrawal by IBAN; or

- Another payment method that allows validation of my identity and ownership of the funds.

4. I have provided all the necessary documentation, including:

- Proof of identity;

- Proof of bank account ownership;

- Bank statements;

- Any other documents you consider relevant.

5. What is happening at the moment is that the funds are being effectively blocked, not due to any lack of cooperation on my part, but due to the lack of viable alternatives presented by the operator.

I reinforce that:

- My details are correct and verified;

- The bank account is mine;

- The IBAN was previously accepted;

- There is no technical or legal basis for preventing withdrawal in this way.

All I am asking for is a functional and proportional solution that allows me to withdraw the funds to which I am entitled.

I would be grateful if you could intervene to unblock this situation as soon as possible.

Best regards,

Exma. Senhora,

Conforme solicitado, passo a detalhar de forma clara as soluções que apresentei ao operador e o motivo pelo qual a situação permanece bloqueada.

1. Anteriormente, a plataforma permitia levantamentos por transferência bancária (IBAN). 

  Essa opção existia, estava funcional e associada aos meus dados pessoais. 

  Em determinado momento, essa possibilidade foi retirada sem explicação objetiva.

2. Atualmente, apenas é apresentada a opção de levantamento por cartão bancário, o que não é viável no meu caso, pelos seguintes motivos:

  - O cartão em causa não se encontra fisicamente na minha posse;

  - Caso seja necessário proceder ao seu cancelamento, deixa automaticamente de ser um meio válido;

  - Apesar disso, continuo a ser a titular da conta, dos dados bancários e do próprio cartão, podendo comprovar essa titularidade por qualquer meio solicitado.

3. Solicitei formalmente uma alternativa, nomeadamente:

  - Reativação do levantamento por IBAN; ou

  - Outro método de pagamento que permita validação da minha identidade e titularidade dos fundos.

4. Disponibilizei-me para apresentar toda a documentação necessária, incluindo:

  - Comprovativo de identidade;

  - Comprovativo de titularidade da conta bancária;

  - Extratos bancários;

  - Qualquer outro documento que considerem relevante.

5. O que está a acontecer neste momento é um bloqueio efetivo dos fundos, não por falta de colaboração da minha parte, mas pela ausência de alternativas viáveis apresentadas pelo operador.

Reforço que:

- Os meus dados estão corretos e verificados;

- A conta bancária é minha;

- O IBAN esteve anteriormente aceite;

- Não existe fundamento técnico ou legal para impedir o levantamento por essa via.

O que solicito é apenas uma solução funcional e proporcional, que permita o levantamento dos fundos a que tenho direito.

Agradeço a sua intervenção no sentido de desbloquear esta situação com a maior brevidade possível.

Com os melhores cumprimentos, 

Hello armar,

Thank you for the detailed explanation.

I would like to clarify an important point regarding the available withdrawal methods. If the casino currently offers only one payment method for withdrawals, this is unfortunately not a discretionary decision made on a case-by-case basis. The availability of payment methods is typically regulated by geolocation, payment providers, and regulatory requirements, and casinos are obliged to follow these rules.

This means that if only one withdrawal method is available for your account, the casino is generally required to process withdrawals exclusively through that method, and they are not always able to offer alternatives, even if another method was available in the past.

While we understand that this situation is inconvenient, especially if the card is no longer physically available, if that payment method remains the only option currently permitted for withdrawals, the casino may insist on using it.

Hello,

Thank you for your response.

I would like to clarify and formally address an important issue that remains unresolved.

My IBAN had previously been successfully submitted and verified on my account. At a later stage, it was removed without any prior notice or explanation. Since then, the only available withdrawal method shown in my account is a card that is no longer physically available, which makes withdrawals technically impossible.

In this context, I would appreciate clarification on the following points:

1. Why the previously verified IBAN was removed from my account.

2. On what basis this decision was taken.

3. Why I am currently unable to re-add or use that same IBAN for withdrawals.

4. How the casino intends to resolve this situation, considering that the current setup prevents any withdrawal from being made.

I fully understand that withdrawal methods are subject to regulatory and provider restrictions. However, maintaining a situation where funds are inaccessible due to the removal of a valid and previously approved payment method is not a viable or reasonable outcome.

Please note that Casino Guru has been included in BCC on this correspondence, as they are already aware of the situation and are following the case to ensure transparency and proper handling.

I remain fully available to provide any documentation required to revalidate my identity or payment method and expect guidance on how this matter can be resolved promptly and in compliance with applicable rules.

I look forward to your clarification.

Best regards, 

elsa

Dear armar,

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, Michal ([email protected]). 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.

Dear Petronela,

Thank you for the update and for the clarification.

I acknowledge that my case has now been transferred to the assigned resolver, Michal. I will remain available and await further contact should any additional information be required from my side.

Thank you for your assistance and for the handling of this matter so far.

Kind regards, 

Hello armar,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite Royals Tiger Casino to participate in this discussion.

Dear Royals Tiger Casino,

Can you please clarify why you are not able to process the payment to the player via bank transfer, as the player is requesting?

Should there be any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at [email protected]

Hi Michal,

Thank you for taking on this case and following up with Royals Tiger Casino.

I would like to reinforce that I requested payment by bank transfer and I still don't understand why it is not being processed. For me, it is essential that this situation is resolved as soon as possible, as I have complied with all the requirements.

I look forward to objective clarification and a concrete solution. Should you require any further information from me, I am more than happy to help.

Thank you for your attention and I look forward to hearing from you.

Olá Michal,

Agradeço por ter assumido este caso e pelo acompanhamento junto do Royals Tiger Casino.

Gostaria de reforçar que solicitei o pagamento por transferência bancária e continuo sem compreender o motivo pelo qual não está a ser processado. Para mim, é essencial que esta situação seja resolvida com a maior brevidade possível, uma vez que cumpri todos os requisitos solicitados.

Fico a aguardar um esclarecimento objetivo e uma solução concreta. Caso necessite de informação adicional da minha parte, estou totalmente disponível para colaborar.

Obrigada pela sua atenção e aguardo o seu retorno.