The player from Spain initially requested to close his casino account due to gambling issues but was persuaded to keep it open with bonuses. He subsequently lost a significant amount, totaling €12,000 in that week alone, and inquired about recovering some of his funds before permanently closing the account. The Complaints Team attempted to clarify the difference between account closure and self-exclusion and requested documentation of the player's closure requests and the casino's responses. Due to the player's lack of response to further inquiries and reminders, the complaint was closed for the moment without resolution. The player retained the option to reopen the complaint if he decided to resume communication.
Royspins Casino - Player's account closure followed by significant losses.
Closed
Our verdict
Player stopped responding
Amount: €12,500
Royspins Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Good morning, a few weeks ago I contacted my VIP advisor via chat, asking to close my account indefinitely because I've had some gambling problems… well, as expected, he convinced me not to close it by offering me a bonus and reducing the cashback wagering requirement to x1… unfortunately, I fell for it, and I've lost a lot of money in this period, €12,000 this week alone… and if I calculate it since they convinced me, it's much more…
I've blocked my account for 5 days and my question is if, before closing it permanently, there's anything I can do to recover the capital or part of it…
thank you so much
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Jordi198223,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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3 months ago
Dear Jordi198223,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
