Play Regal Casino - Ο παίκτης παλεύει με την απόσυρση των κερδών του.

Hello, good afternoon. The recent problem is that I deposited €3,700 in this casino, around those 3,700, I converted them to €13,500, they let me withdraw 1,500 weekly, I have already withdrawn 4,500 and this week when I went to withdraw money they only let me withdraw €200 and they tell me that those can be put a limit on the withdrawal depending on my activity in the casino, imagine I have €9000 to withdraw in 200 and €200 per week it would take me a year to withdraw the money

Hola buenas tardes el problema reciente es que deposite en este casino 3700€ alrededor esos 3700 los converti 13500€ me dejaban retirar 1500 semanal ya he retirado 4500 y esta semana cuando fui a retirar dinero solo me dejaron sacar 200€ y me dicen que esos pueden poner limite a la retirada dependiendo de mi actividad en el casino, imaginate tengo 9000€ para sacar en 200 y 200€ semanales me costaría un año en sacar el dinero

Dear MaikolVasquez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Play Regal Casino. I checked the terms and conditions of the casino and I found this:

6.5. The minimum amount for a withdrawal is currently €100. Winnings may currently be withdrawn up to €1500 per calendar week, except for VIP Bronze and VIP Chrome be up to 500 Euros per calendar week. You can make up to 4 withdrawals a month without charge. Each additional withdrawal transaction shall be charged a €60 fee. We may change the above minimum amounts from time to time at our discretion.

Did the casino inform you the withdrawal limit will be restored to 1500€ per week at a later date? Would you be able to forward me the communication between you and the casino where the withdrawal limit is discussed? my email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

They tell me that my withdrawal limit changed to €200 due to the activity in my account, withdrawing only €200 a week would take me a year to withdraw all my money

Me dicen que mi limite retirada cambio a 200€ debido a la actividad de mi cuenta, sacar solo 200€ semanal me costaría un año en poder sacar todo mi dinero

Thank you very much, MaikolVasquez, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Play Regal Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello MaikolVasquez,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Play Regal Casino to join the conversation and participate in the resolution of this complaint.

Dear Play Regal Casino,

Can you please clarify why the player's withdrawal limit was reduced?

Kind regards,

Adam

Hello MaikolVasquez,

There has been no response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Play Regal Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello, good afternoon, I want to close the complaint. I have reached an agreement with the casino. Thank you very much in advance.

Hola buenas tardes quiero cerrar la queja, ya quede en un acuerdo con el casino, muchas gracias de antemano

Hello MaikolVasquez,

Thank you for the update, I am glad to hear you have managed to resolve the issue with the casino directly.

I will now close the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam

This complaint has been reopened at the request of the player.

Dear Play Regal Casino,

The player has stated that their withdrawal limit has been further reduced, can you please explain the situation?

Kind regards,

Adam

Hi, good afternoon. Yes, I'll tell you, now the limit of my withdrawal is 100e per week and I currently have €12,500 in the casino to withdraw €100 at a time, it would take years to be able to withdraw all of that money, I always contact you with the support and their only response is that the system is automatic and that the only way to increase my withdrawal is by depositing and betting? I mean, what's the point of that? obstacles for everything and they only let me withdraw €100 a week It's totally outrageous. I don't know whether to include my lawyer in this because the truth is I don't know what to do anymore, I have screenshots of the conversations with the support, now I'm attaching them to you, adan, I need you to help me help please

Hola buenas tardes si te comento, ahora el limite de mi retira es de 100e por semana y ya en el casino tengo actualmente 12500€ por sacar de 100 en 100€ tardaría años es poder sacar el total de ese dinero, me pongo en contacto siempre con el support y su única respuesta es que el sistema es automatico y que la unica forma que aumente mi retirada es depositando y apostando?, osea que sentido tiene eso osea si deposito 2000€ y los pierdo bien, pero si gano y quiero retirar ponen trabas para todo y solo me dejan sacar 100€ semanales Es totalmente un atropelló no se si meter a mi abogado en esto porque la verdad ya no se que hacer, tengo captures de las conversaciones con los support ahora te las adjuntos adan, necesito que me ayudes por favor

Thank you for clarifying the situation, MaikolVasquez.

Dear Play Regal Casino,

I can understand that the player would prefer to see their winnings reach them before making any further deposits, and it doesn't seem very player friendly or fair to reduce the player's withdrawal limit because they have stopped playing.

Is there really no way that the player's limit can be increased by the casino? What was the player's withdrawal limit before they accumulated these winnings?

Kind regards,

Adam

Good afternoon, Adam, I just received an email that they increased my withdrawal to 500e per week, at least, hopefully it will be permanent so that I can get all my money attached photo of the email

Buenas tardes Adam me acaba de llegar un correo que me aumentaron la retirada a 500e semanales, por lo menos, esperemos que sea permanente para poder sacar todo mi dinero adjunto foto del correo

Hello MaikolVasquez,

That is good news. Can you confirm if you now consider this matter to be resolved?

Kind regards,

Adam

Yes Adam for the moment yes, let's cross our fingers so that this limit remains

Si adam de momento si, cruzemos los dedos para que ese limite permanezca

Dear MaikolVasquez,

As you have confirmed you consider the matter to be resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam