Complaint #4 RoySpins Casino

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

By Romppe

2 years ago

Dear AskGamblers Support Team,

I hope this message finds you well. I am writing to formally file a complaint against RoySpins, a gambling platform, due to their refusal to acknowledge my self-exclusion request and their subsequent refusal to investigate the matter.

On September 12, 2023, I made a responsible decision to request a permanent self-exclusion from RoySpins, an action I took to safeguard myself from potential gambling-related issues. To ensure the validity of my request, I sent an email to RoySpins' customer support team, providing a screenshot as proof of the sent email. This screenshot clearly shows the timestamp, recipient email address, and the message itself, all indicating that I had indeed requested a self-exclusion.

To my shock and dismay, RoySpins has not only ignored my self-exclusion request but has also claimed that they do not have any record of receiving the email in question. This response is both perplexing and disheartening, as the evidence I provided should be more than sufficient to confirm the legitimacy of my request.

Despite my persistent efforts to explain the situation and provide the necessary evidence, RoySpins has refused to accept my refund request or conduct a thorough investigation into the matter. This lack of transparency and accountability is deeply concerning and raises questions about the platform's commitment to responsible gambling practices.

I believe that as a reputable online gambling platform, RoySpins has a moral and legal obligation to prioritize the safety and well-being of its customers. My self-exclusion request should have been promptly acknowledged and acted upon, in line with industry standards and regulations.

I kindly request AskGamblers' assistance in mediating this dispute and ensuring that RoySpins honors my self-exclusion request, conducts a thorough investigation into the matter, and takes appropriate measures to rectify this situation. My primary concern is not only my own well-being but also the well-being of other potential players who may encounter similar issues in the future.

I followed my doctor's guidance and on the 12th of September, I approached all the casinos where I have accounts, with the intention of blocking my accounts and starting to recover.

Disputed Casino RoySpins Casino

Reason Refund declined

Amount €200

Discussion

AskGamblers

• Support Team

2 years ago

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.

Inactive user

2 years ago

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

Inactive user

2 years ago

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.

RoySpins Casino

• Representative

2 years ago

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

RoySpins Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $4,330

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

RoySpins Casino Complaints

See all complaints for this casino

Intentionally stalling of withdrawal

I requested withdrawal 1 week ago. After few days I received email from security department that they need to run security check of betting. I havent used any bonuses. I am VIP client at royspins casino so I know how to play and know Terms and Conditions at royspins casino.

I would like that they remove block of my withdrawal and I want to withdraw 5000 eur.

This is how not to treat VIP clients or any other clients by stalling the withdrawals.

Resolved

€5,000

Delayed withdrawal and poor customer service

Complaint:

I am submitting this complaint due to an unresolved issue with RoySpins Casino regarding three pending withdrawal requests made on:

• €100 on Friday, June 6, 2025

• €80 on Saturday, June 7, 2025

• €280 on Sunday, June 8, 2025

Despite the casino’s stated 3–5 business day withdrawal timeframe, none of the funds have arrived, and I have received inconsistent, generic responses when seeking updates.

Timeline of Events:

• June 6–8: I submitted 3 withdrawal requests.

• By June 13: No funds received. I contacted support.

• Support asked for a bank statement before initiating any investigation — but refused to confirm who would view or process the document, raising GDPR concerns.

• After questioning this, my VPN access was blocked, requiring me to switch to mobile data to reach support.

• I eventually provided a redacted PDF bank statement as requested.

• The casino then issued three reference numbers (RN…), stating I must now contact my bank myself, despite this being a breakdown on their end with their payment provider.

• AIB (my bank) confirmed there is no trace of these transactions and that the casino must investigate from their side.

• Since then, communication has been minimal. I’ve received vague statements like:

“The transaction is stuck on the provider’s banking system; the matter is under investigation. No timeframe can be provided.”

• I have repeatedly asked for escalation, an alternative withdrawal method, or a refund to my gaming balance, and have been denied all of these.

Concerns:

• No alternative withdrawal method is being offered despite the provider issue being on their end.

• The casino refuses to take ownership of resolving this in a timely manner.

• There is no clear escalation process, and emails go unanswered for days.

• I am now without access to my legitimate winnings, and have no timeline or resolution.

⸻

Requested Resolution:

• Immediate return of the €460 to my gaming balance OR successful payout via an alternative method.

• An apology for the inconvenience and lack of clear communication.

• Clarification of internal processes and escalation options for future users facing issues like this.

Resolved

€460

Instead of winnings, I received a refund of my deposit to my account

I won 16,000 euros and ordered withdrawals. One withdrawal of 2,000 euros was made and the rest was blocked.

I was asked for another verification, which I did.

After another verification, the payments were blocked again in order to consult with the game provider whether the winnings were fair.

I received information that everything was fine and I could pay the entire amount as an apology.

The withdrawals on the casino website were processed, and instead of winnings, I received a refund of my deposit to my account. I only got the last 3 deposits.

Resolved

€16,000

No payment on the account

Royspin casino cheated me of 300eu. I made a withdrawal of 150 eu to my Mifinity account and 150 eu to my Skrill account. The payments are listed as a success and there has been no money in the account for 5 days. No help from the casino. Doesn't reply to emails.

I understand that you may have problems. but these are 2 different payment methods and neither of them received the money

Resolved

€300

Royspins Casino - No explanation for delay payment

Hi. I deposited over €1k and I had a small win of €600 and decided to withdraw by paysafecard method. I did verified my account which was almost straight away. The withdrawal took about 3 minutes to be "processed" however, the money are not in my paysafecard account. As per paysafecard policy, after the operator process the withdrawal, money will arrive instantly.

12 hours later, money are still not on my account. I did contacted the customer agent, unfortunately they have "limited information" and the financial department is investigating this issue. I asked how long the investigation will take, they don't know. I asked to talk with the financial department, it's not possible. I asked to talk with a manager, manager isn't available.

I feel that they don't want to pay out, so I am asking for your help.

Thank you!

Resolved

€600

Royspins Casino - Special withdrawal delay

Hello, I wanted to get help in connection with the casino procedure regarding the withdrawal of winnings. The casino claims for the entire 30 hours that they paid out in less than an hour since submitting the withdrawal request. Ok, the request disappeared from the pending list and it supposedly happened, but for over 30 hours so far I have not had a payment on my account and the casino explains it by the fact that the crypto payment provider has technical problems and that as soon as it is solved, the payment will arrive. Well, I checked if there was such a problem, they don't have any problem because other players at this casino they applied for a withdrawal of funds via crypto the next day from my application and the money arrived almost a moment after the casino approved it, and the casino keeps my payment without knowing reason known to me because they supposedly approved this payment but why do they do that since it was approved 30 hours after it is still not on my account. Please check my case because it is not legal withholding of funds. The casino has nothing except that their payment provider is to blame, they have nothing else to justify but that is a lie because I checked it and there is none their crypto provider technical problem!

Resolved

€1,150