Violation by the operator and refusal to refund funds

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.

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

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.

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!

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!