The player from Germany, a VIP customer at Royspins, had not received his expected cashback despite having made deposits totaling around €300 that week. He highlighted discrepancies in the total deposits and payouts, questioning the calculation of the cashback and the absence of access to a personal VIP manager. The Complaints Team had attempted to gather further information and extended the response time, but the player did not respond to requests for clarification. As a result, the complaint was rejected.
Royspins Casino - Player is missing promised cashback.
Closed
Our verdict
Player stopped responding
Amount: €200
Royspins Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello dear Guru Team,
I have a problem with the cashback from Royspins.
I am a Vip customer and I have not received any cashback today (20.03.25), despite deposits totaling around €300 this week (see attachment in the video). It is also not because the cashback is calculated based on the total difference (withdrawal/deposit/cashbacks already received).
Because as you can see in the video I have since registration total:
6,394.00 € paid in
4,200.00 € payout
Difference = 2,194.00 in the red.
Then the cashback already received is deducted, unfortunately you can't see how much it was in total, but it's a long way from €2,194.00. So I'm in the red accordingly and have evidence that I paid in around €300 this week.
And as a little "extra," as a VIP member at Royspins, you have >NO< possibility to contact your "Personal VIP Manager," as stated.
-- That one doesn't exist! -Laugh-
Only by email and then you only get a reply after a whole day and always from someone different, so no personal VIP manager.
It would be great if Royspins would comment on this.
Because apart from these points, I think the casino is great.
Ahoy from the north!
Automatic translation:
Public
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8 months ago
Dear ManolitoOo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royspins Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you contacted casino support regarding not receiving the cashback?
- What response have you received?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected]
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
8 months ago
Translation
Thank you for your response and for handling my dispute.
An email with the required documents will be sent to the email address you provided.
Best regards
M. Schaffer
Automatic translation:
Public
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8 months ago
Thanks for your patience.
I checked the website and found this:
Cashback is automatically credited every Thursday from 1:00-16:00 UTC+0.
The cashback amount for Thursday is automatically determined based on the difference between losing and winning bets until Monday of the same week.
Deposits and withdrawals made from Monday to Thursday of the same week are not included in the cashback calculation.
Cashback is calculated based on the overall difference between losing and winning bets since the account was created, deducting any already credited cashback.
The cashback percentage depends on the overall loss difference:
* If the overall loss difference is less than €5100, the cashback percentage ranges 5%-12%.
* If the overall loss difference is more than €5100, the cashback percentage ranges 16%-28%. In this case, cashback is individually determined by the VIP department.
Could you please clarify if you received the cashback the following week?
Please let me know the detailed records of your deposits since the video you refer to wasn't included in your complaint post. If you wish to share supporting evidence, forward it to my email at [email protected]
Thanks in advance for your reply.
