RoyalSpin Casino - Player struggles to receive agreed refund.

Hello i could have really used this website at the time when i ran into this issue to begin with but since i know about it now and i hope you guys can help me. The website agreed to refund me 6000 euros i signed a contract and everything. They said the refund was on it's way and then told me that there were some troubles on my side of the bank like debts or something. I did talk to my bank and they confirmed to me that not transfer was made to my iban. This happened 30th of october 2023 and i had forgotten about it because i was not getting anywhere with them. Only told to stay calm and wait and then i was just ignored. Please help me get the refund that they agreed to. I will send here the contract i signed along with my chat with Piet who was the Vice president i do believe

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Dear ikerb, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with RoyalSpin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you contacted the casino support and demanded why is your withdrawal taking so long, please?
• Have you accumulated your funds with the help of bonus, please?
• Could you please provide your bank statement covering the period from October 30th to the current date? Kindly forward the statement to my email address katarina.d@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

I have responded to your email 🙂

Dear ikerb,

thank you for the email.

I have discussed your case in detail with my colleagues, and we have concluded that due to the amount of time that has passed since the incident you described—more than two years ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases considered "cold cases," as gathering reliable evidence and reconstructing an accurate timeline becomes increasingly difficult after such a prolonged period.

We understand how frustrating and disappointing this outcome may be, especially after taking the time to share your experience with us. Please know that this decision is not a reflection of the importance of your concerns or the effort you have made, but rather a limitation of what we are able to reasonably and fairly assess at this stage.

We truly regret that we cannot offer further assistance in this matter. Thank you for your understanding and for reaching out to us. If you have any other questions or need guidance on a different issue in the future, we will be glad to help wherever possible.

Katarina