RESOLVED: Dream Royale Casino issue

WARNING: Dream Royale (Raeen Exchange N.V.) - Confiscated $2,379 via UI Trap & Deleted Player Logs

I am posting this to warn the LCB community and any affiliates sending traffic to Dream Royale (dreamroyale.com), operated by Raeen Exchange N.V. They recently confiscated my fully cleared balance of $2,379.90 using a predatory interface trap, refused to provide the audit logs, and then actively deleted my chat transcripts to hide their tracks. 

Here are the facts of the case:

* The Promo: Claimed code ROYALGIFT75 (30x playthrough). The software successfully blocked restricted games like progressives but allowed Blackjack to load. 
* The Playthrough: I strictly played allowed slot games until the 30x wagering requirement was 100% completed. 
* The UI Trap: In the casino dashboard, the terms are housed under "Active Coupons." The exact moment the playthrough was met, the system automatically cleared the coupon from the "Active" module, removing all visibility of the terms and signaling the bonus was fully cleared and converted to cash.
* The Confiscation: After this state change, I played a few hands of Blackjack. My KYC was fully approved, and I requested a withdrawal. The casino subsequently zeroed out my entire balance of $2,379.90, claiming I played a restricted game while the bonus was "active."
* The Cover-Up: I contacted support (Natalie and Jais) and formally requested the system timestamp logs to prove the playthrough cleared prior to the Blackjack hands. They flat-out refused to provide the logs. Worse, the casino then went into my account and permanently deleted the live chat transcripts where their own management gave contradictory statements about the rules.
* Licensing: They claim to be licensed by Curaçao eGaming (License No. OGL/2024/1743/0960), but they ignore all formal arbitration attempts and complaints. 

If a casino uses its UI to actively hide restrictions, refuses to provide basic gameplay logs to prove their case, and manipulates player accounts to delete chat evidence, they are operating a rogue storefront. 

Play elsewhere, and if any affiliates are promoting Dream Royale, know that they are confiscating player funds on technicalities their own software hides.
 

Hello N K, 

Welcome to LCB, and thank you for sharing your experience with our members. We understand why you feel this way, especially given your claim that the wagering progress had already reached 100% and that the coupon disappeared from the “Active Coupons” section before the Blackjack gameplay occurred.

After reviewing the casino's Terms & Conditions, the action appears to be based on the clause stating that restricted-game violations may void winnings “even after the wagering requirement is completed.” From the casino's perspective, the bonus is treated as still technically active until a withdrawal or new deposit cycle occurs.

7. Bonuses and Promotions

General Bonus and Promotion Rules

• If a player uses a promotional bonus that is restricted to specific games but chooses to play any restricted or prohibited games, all associated winnings will be voided. Bonus rules will remain in effect even after the wagering requirement is completed.
• Bonus terms apply until a new deposit or bonus is processed.

That being said, if you still have any screenshots, gameplay history, emails, or withdrawal timestamps available, we would kindly ask you to share them with us via private message, and we will reach out to the casino to try to obtain more information regarding your account. 

Hello N K, 

Have you had a chance to check our reply above? 

Please get back to us if you still need assistance regarding this matter. 

Thank you!

The exact same thing happened to me same code I ended up with $500 the kyc was approved and all the restricted games during the bonus were locked and then we're unlocked once the playthrough requirements were done and this guy is exactly right that's exactly what happened to me I just got an email this morning saying they took for the exact same reasons I have screenshots this is not cool

Could somebody please respond to me about this and let me know if there's anything I can do because this is a scam.  bdreese81@gmail.com 

Hello Brian252d, 

Thank you for sharing your experience with us. 

Unfortunately, the casino's Terms&Conditions state: 

7. Bonuses and Promotions

General Bonus and Promotion Rules

• If a player uses a promotional bonus that is restricted to specific games but chooses to play any restricted or prohibited games, all associated winnings will be voided. Bonus rules will remain in effect even after the wagering requirement is completed.
• Bonus terms apply until a new deposit or bonus is processed.

That being said, our ability to assist further is limited. We recommend carefully checking the rules in the future to avoid similar issues. 

Thank you for understanding!

Since we have not heard back from the member and based on the nature of the case and the explanation provided, we will mark this case as resolved.