Royspins Casino - Complaint against Royspins for ignoring SelfExclusion request via email

Dear @Romppe,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed refund/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Total amount is 200euros.

Good day, everyone,

After a thorough investigation involving a comprehensive review of all available communication channels, we could not locate the email to which the customer refers. Furthermore, our technical department investigated the issue and conducted a comprehensive audit of our email system. No errors or anomalies were detected during this examination. Our email system functions flawlessly; all other emails from this customer were received without delays or mistakes. The spam folder was also checked.

We have attached a screenshot of our complete email correspondence with the customer via RoySpins for your reference. As you can observe, there is no record of the alleged email sent by the customer on September 12th.

Also, we have the following paragraph in our Terms and Conditions under the Responsible Gambling section:

20.1: After sending a request to block Your account to securi­ty@­roy­spi­ns.com, please make sure You get a confirmation email back. Sometimes emails might be stuck in Spam, if You haven't received a confirmation email from securi­ty@­roy­spi­ns.com, please contact our Support Department.

As a standard practice, we always send a confirmation email to customers upon closing their accounts.

Unfortunately, we are confident that the customer is acting in bad faith and trying to manipulate the situation to his advantage. The best proof for this claim is that the customer has tried a similar tactic on our other project. He claimed that our automated self-exclusion system didn't work and that he wanted a refund. In that instance, the customer's claim was also entirely fabricated.

It is worth noting that generating the screenshot provided by the customer is a straightforward task in these days and does not necessitate any graphic design expertise. It can be done within 10 minutes.

Additionally, it's important to note that the customer made a total sum of 190 EUR deposits after September 12th. In the grand scheme of things, this amount is relatively small. If there were indeed a genuine issue with our system, and we had no reason to doubt that the customer sent us the alleged email, we would have no reservations about issuing a refund for 190 EUR. However, in light of the customer's dishonesty, we view this as a matter of principle.

We hope this explanation helps!

Best regards,
RoySpins Team

Hello Royspins,

I'm sad that you assume this is a case of "dishonesty" It's sad to me, that instead of conducting this matter with politeness, you jump to conclusion, that I am somehow trying to scam you. What is another "project" that I have tried this "tactic" before? Because when i'm trying to find information about your other "projects" as you say, there is nothing. This is not a tactic for me, genuinely something went wrong, and I want to know what.

I'd also like to tell you, that 190euros (sorry my bad) is not large sum of money to me either. I just wanted to know what has happened, and i DID send the email.

Why act in a such hostile manner? I did not badmouth you either.

Also, are you an expert of information technology? Just because the email is not in your spam, or inbox, something else could have happened.

I'm shocked being accused being a scammer, or whatever you are accusing me of, and would like an apology for that.

Hello,

After carefully thinking about this. I decided that 190euros is not worth it being insulted. I have Anxiety disorder, depression and it's impossible to me currently take negative feedback with such a hostile manner. I do feel that this is unfair to me, and kind of an "mob strategy" from Royspins.

For my own mental sake, I am dropping this case. This is my decision, and only my decision. I don't want to pursue this anymore, with a casino that does mob strategies. Maybe they need the money more than me.

Close the complaint.

Regards,
Roni

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team has no other choice but to respect submitter's decision and reject the case.