Royspins Casino - Player’s account has been closed.

I made a deposit of 15 reais, I made a bet and it hit, I went to play in the casino and I got a high amount, when I went to withdraw they didn't want to pay me, they claimed that there was still an inconsistency in my account, they didn't justify it, they didn't say what was inconsistent and they didn't even ask for the correction (which any decent casino does) on the contrary, they blocked my account permanently and refused to pay me! I have screenshots and everything!

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Hello,

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 filled in accurate and verifiable personal information in your profile during verification?
• Have you deposited using a payment method in your own name? Have you used the same payment method when requesting payot from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for your reply.

Let me share your responses here for convenience: (translated)

Did you fill in accurate and verifiable personal information in your profile during verification?

Answer: Yes, all the information belonged to me!

Did you deposit using a payment method in your own name? Did you use the same payment method when requesting a withdrawal from the casino?

Answer: Yes, the first time I deposited 40 reais, played the slots and lost everything, a few days later I made a deposit of 15 reais!

In which games have you accumulated your current casino balance? (slots, live games, sports betting)

Have you reached your current balance with the help of a bonus?

Answer: I placed a high odds football bet, and I made 240, then I played slots and made the amount 200x

Could you share with me your communication with the casino regarding account closure? Send emails or chat transcripts to my email address: tomas@casino.guru or post screenshots here.

Answer: Yes, I can, I will attach the prints

They sent the 15 reais and really ignore all the trajectory I made to multiply the balance, they didn't even arrive to request the correction of the documentation, they just blocked the account to not pay me

Dear Gabrielhyki,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Gabrielhyki,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Royspins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Dear Royspins Casino,

can I kindly ask you to send me supporting documents, or screenshots to my email address (martina.b@casino.guru)?

Thank you very much in advance

Dear Martina,

We have sent you an email and are awaiting your response.

Greetings, all.

Thank you, Royspins Casino, for providing all the information and the evidence about this case.

Dear Gabrielhyki,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed used different name in your account then it´s on your ID.

As you breached clause 3.4 and 3.5, we are unable to help.

I am sorry.