Red Dog Casino, Slots Empire Casino, Aussieplay Casino, El Royale Casino, Las Atlantis Casino Support and Complaints Thread

Hello.. On July  12th I sent my documents to get verified at El Royale Casino.

They sent a reply that stated they head received them and I needed to make a deposit for them to verify me. I always send my documents a week or so ahead of making a deposit, mainly so they can't do crap like this. Their Terms and Conditions don't say ANYTHING about having to make a deposit before getting verified. So fast forward to yesterday, I made a small deposit. Won all couple hundred dollars and went to go make a withdrawal, and there's a message saying I can't make a withdrawal because I'm not verified. SO HERE WE GO AGAIN WITH THIS CASINO. I email them asking why it says I'm blocked, they reply with they only received them and they couldn't verify them until I made a purchase. Meanwhile, I get another email from someone else telling me I had to do a phone call verification. No problem.. She calls... Answer all her questions. She says everything is good to go and I'm verified.

However, the email I received after that says I have to send another ID picture because because mine has a chip in the corner of it. Also.. They want me to fill out a verification form with all my banking and credit card information? I don't have either of those. I use bitcoin and that's it. 

One lady said I was verified, there email says otherwise, and that they couldn't verify me until I made a deposit.. Which again.. Is NOWHERE in they're Terms and Conditions!

Completely stalling and not following their own T&C. I thought this was a decent Casino, but I guess they all lie and do whatever it takes to not payout.

Could you guys please help with this issue? It's only a few hundred bucks I have in there, but I want to withdrawal it and they won't let me. 

Thank you for your time and please let me know if you need anything else from me. 

Regards, 

Greg. 

Hello Gpro54,

Please send us your Casino username via private message and we'll contact the casino regarding your verification. 

Hello Gpro54,

Thank you for providing your casino username via private message. We'll contact the casino and inquire about your case. Please keep an eye on this thread for any updates. 

Hello Gpro54,

The Casino Representative notified us that they're currently working on your case and they're hoping to resolve it asap. 

Hello Greg,

Thank you for your feedback. Please be informed that KYC confirmation of your account is a one-time procedure required before your first Payout. There's also a need to place at least one deposit in order to verify the payment method. Moreover, our Customer Care team always gives a call in order to confirm the account details to ensure the security level of your account. Confirmation of your documents is a next step in KYC. If you don't use a credit card for depositing and stick to BTC, there's no need to fill in your Card / Bank Account details, but you need to mention your BTC wallet address in the respective field of the Banking Validation form. El Royale team is ready to make an exception for you, so you may provide a valid BTC address here or reply to the email sent by the compliance.

Should you have any questions I'd be happy to assist.
Regards,
Jennifer

So I send you the BTC address on here? 

My bitcoin address is:bc1q4ugnffs7803wchvjunxh8v278sqfktws3v3csc

Thank you very much! I replied to her with my btc address 

Thank you very much! I replied to her with my btc address. I don't understand what good that is going to do with? First, my bitcoin address changes every time.. Why do they need that on file. Second, I haven't even made a withdrawal request yet. It won't let me because it is has a block on it? 

Hi Jennifer, 

I sent my btc address, but I guess I don't understand what good that is going to do? I haven't been able to make a withdrawal request yet, because it is blocked by this verification stuff. Also, my btc address changes every time.. Why do they they need that on file?

I just want to withdrawal my 300, but again.. You guys have a block on it. 

Can you please help me with this?

Regards, 

Greg 

Hello Gpro54,

We've contacted the casino representative and referred to your latest posts. Please keep an eye on this thread for any updates.

Hi Greg,

Thank you very much for your prompt reply. I have been told that your account is now approved and you are welcome to proceed with a payout request. 
Please indicate a BTC wallet you'd like to receive your funds to. You can direct message me with it or send it to El Royale billing team. 

Regards,
Jennifer

First of all I am disappointed with this brand you would think after the several hundreds of thousands of dollars I've spent with them that the company points and bonuses would parallel the investment. The worst part is I never once made a withdrawal from them. When I inquired about a bonus I was rudely advised to make further deposits! Ummm yeah no look at the transactions and make it make sense, many reloads and bonuses should have been adhered. Very gross to require further money thrown at you when a mere bonus should have been honored twice over. 

Hello Gpro54,

Thank you for confirming that the Casino removed the block from your withdrawal request page and has verified your account. Good luck and enjoy 

Hello Zellemamaflyazz,

If you would like us to get in touch with the Casino regarding your case please send us your casino username via private message.