Complaint #25 RoySpins Casino

Violation by the operator and refusal to refund funds

By Анастасия К.

3 weeks ago

I deposited a total of €2,000. Not a single bet was placed because a technical error on the operator's end occurred during the final deposit of €500, and the funds failed to reach the account. The operator promised to investigate where the money had gone, but no information was ever provided.

The representative promised to look into the situation and refund the 500 euros to the card. Since the 500 euros never arrived and there was no explanation from customer support, I began to worry about the missing funds.

Given this violation by the operator, I decided to withdraw all remaining funds without placing a single bet, as the stress I experienced had led to signs of a gambling addiction. I provided all the requested documents and completed the verification process, yet my withdrawal request was denied.

The operator asked me to fill out an application form requiring me to specify my place of work and employer. However, I was unable to do so because I was unemployed at the time. Consequently, the dispute remains unresolved, and the operator is no longer responding. Please help me settle this matter, as there have been clear violations on the part of the operator and Royspins.

Disputed Casino RoySpins Casino

Reason Refund declined

Amount €2000

Discussion

94 hours left for RoySpins Casino to respond.

akolcova1990

• Finland

1 hour ago

Dear AskGamblers Team,

Thank you for reopening my complaint and for continuing to assist in resolving this dispute.

I would like to respond to the statement submitted by RoySpins.

RoySpins did not answer any of the key questions raised in my complaint. Instead, the operator merely quoted general provisions from its Terms and Conditions and AML policy. Referring to internal rules is not the same as providing evidence that those rules were properly applied in my case.

I respectfully ask AskGamblers to request the following from RoySpins:

A written AML investigation report related to my account.

Any evidence supporting the claim that my funds had an illegal origin or that there were reasonable grounds to suspect money laundering.

The assessment or review of the bank statements and financial documents that I provided during the verification process.

A written report explaining what happened to the missing €500, which was never credited to my gaming account due to a technical failure on the operator’s side.

An explanation of why €1,500 was not returned after my responsible gambling (gambling addiction) request, which I submitted before placing any bets.

The name and contact details of the independent ADR body that has jurisdiction over disputes involving RoySpins / JER-Team N.V.

I fully cooperated with RoySpins and provided my passport, proof of address, photographs, and bank statements. I did not refuse verification. However, the operator has never provided me with any written AML report, any decision confirming unlawful origin of funds, or any explanation regarding the missing €500.

The total amount that should have been returned to me is €2,000. RoySpins has not explained the disappearance of €500, has not explained whether any AML investigation was actually carried out, and has not justified the refusal to return €1,500 after my responsible gambling request.

I have also repeatedly requested information about the independent ADR body responsible for disputes involving RoySpins, but the operator has ignored this request.

I am prepared to provide AskGamblers with the complete email correspondence between myself and RoySpins, including all messages exchanged with their security department, in order to demonstrate that RoySpins did not answer any of my questions, did not provide an AML report, did not explain what happened to the missing €500, and did not justify the retention of the remaining funds.

I therefore respectfully ask AskGamblers, as a neutral dispute resolution platform, to request these documents and clarifications directly from RoySpins.

Thank you for your continued assistance.

Kind regards,Anastasiia Koltsova

RoySpins Casino

• Representative

13 hours ago

Hello,

We would like to provide the relevant Terms and Conditions provisions applicable to this case.

The Terms and Conditions accepted by the customer upon registration include the following:

3.7 RoySpins reserves the right at any time to perform security checks on Customers account where the following documents might be requested but not limited to (a) identity of the Customer (b) proof of address (c) payment card colored photo (d) statement of payment method used and any information provided to RoySpins by the Customer.

RoySpins reserves the right to limit the Customers account during the verification and/or investigation process.

2.9 The Customer is allowed to use games and services of RoySpins with funds that have no illegal origination. RoySpins reserves the right to ban a Customer and confiscate all the funds on the account if it is reasonably suspected that there has been an engagement in fraudulent activities, including but not limited to money laundering, chargebacks, or other criminal activities.

Additionally, according to the AML Policy, the Company monitors customer account activity for unusual size, volume, pattern or type of transactions, taking into account relevant risk factors and red flags.

The AML Policy also states that any customer who does not cooperate or refuses to provide satisfactory proof of how the Source of Funds or Source of Wealth was obtained may represent an increased AML risk.

Based on the above provisions, the actions taken in this case were performed in accordance with the Terms and Conditions and applicable AML requirements.

AskGamblers

• Support Team

4 days ago

Dear all,

This complaint has been reopened as per RoySpins Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

akolcova1990

• Finland

2 weeks ago

Good evening. Thank you to AskGamblers for your assistance and help. However, Royspins still hasn't contacted me, hasn't replied to the official email I sent them, and hasn't provided any response regarding my stolen money.

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 - Complaint against Royspins for ignoring SelfExclusion request via email

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.

Rejected

€200

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