Royspins Casino - Player’s account has been closed, and winnings withheld.

Hello,

I am requesting assistance regarding a blocked account and withheld winnings of €7,000 on Royspins.com.

I registered on the site in 2024. Until March 2026, I deposited money multiple times without any issues and had previously made a successful withdrawal. Problems started only when I attempted to withdraw a larger win.

Initially, my winning amount was €4,600. I requested a withdrawal to the same bank card I used for deposits. The casino requested card verification, which I provided, and the card was successfully verified.

Next, the casino demanded verification for an old, virtual Neteller card that had expired in 2025. Neteller delayed issuing the required PDF statement, but after a week, I obtained and submitted the exact document requested. In the meantime, while waiting, my balance grew from €4,600 to €7,000 through continued play.

Once I provided the final Neteller document, the casino ran out of verification requests and suddenly blocked my account, accusing me of Money Laundering (AML). To make matters worse, they confiscated my €7,000 winnings and sent back a mere €30 as a "refund" for my last deposit.

This AML claim is completely groundless. All funds used for gambling originate from my legal employment contract and were deposited directly from my personal bank account. I offered to provide official proof of income (such as salary statements/payslips), but the casino completely ignored my offer and closed communication.

I have all screenshots of support chats, player profile data, and banking documents ready to prove my case. I request Royspins.com to unblock my account and pay out my legitimate winnings of €7,000.

Thank you for your help.

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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.

• Could you please explain in your own words how much your deposit activity was in the casino overall?
• Do I understand correctly the source of your funds on gambling was predominantly from employment?
• Have you provided the casino with any bank statement where the income is among the incoming transactions?
• 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 accusations made against you and any other incoming relevant communication? 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

Here are my answers to your questions:

​1. Deposit activity in the casino overall:

I deposited a few times, with amounts ranging from €30 to €100. For context, in other casinos, I have total deposits of up to €12,000. I play in many casinos and have never encountered any verification issues or similar problems anywhere else.

​2. Source of funds (employment income):

Yes, that is correct. I can fully prove this with my official payslips (Lohnabrechnung), which clearly state my Revolut account number—the same account I used to make deposits into the casino.

​3. Bank statements provided to the casino:

The casino never asked me to prove the source of my funds. Instead, they immediately accused me of AML (Anti-Money Laundering) violations without offering any option for additional verification, and as I mentioned earlier, my account was locked instantly. (However, I am fully prepared to provide my Revolut and Neteller statements showing my incoming income).

​4. Games played to accumulate the balance:

I was playing the slot game Donny Dough by Hacksaw Gaming at various bet sizes.

​5. Balance achieved with the help of a bonus:

No, I did not use any deposit bonus or free spins. The winnings were accumulated purely using my own deposited raw cash.

​6. Communication and documentation:

I am sending all emails and chat transcripts directly to your email address (tomas@casino.guru). I am also ready to attach my Neteller and bank statements to prove the legitimacy of my funds, and if necessary, I can even provide a copy of my employment contract.

​I have sent screenshots of the correspondence, a photo of the invoice from the company clearly showing my account number, as well as the PDF files named "guru1" and "guru2", which are statements for the account where my salary is received and from which I deposited the funds. The files "guru3" and "guru4" are the Neteller confirmations requested by the casino. If needed, I can provide more proof regarding the legality of my income, account ownership, or anything else. Thank you in advance for your help

Thanks for your patience and for the information provided.

I went over the information provided in the case.

Let me post the relevant information regarding the accusations made against you in the thread for convenience:

Thank you, Tomas.

​I want to emphasize again that I remain fully open and cooperative. I am ready to provide proof of every single deposit, full source of funds documentation, or any additional documents requested.

​I have been continuously employed at the same company in Germany since January 2022, pay all my taxes here, and have a clear, problem-free standing in my country of residence. I am more than willing to undergo any further verification to clear this up.

Dear vxcki23,

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 vxcki23,

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?

Thank you in advance for providing the information.

Thanks Martina! Really appreciate the help—I was honestly starting to lose hope before this.

​Fingers crossed the casino actually tries to resolve this properly this time, ✌️

Dear Martina,

Thank you for bringing this matter to our attention.

We are currently collecting the relevant details and supporting materials in relation to this matter. We will return with an update as soon as possible.

Who would have expected such a detailed response after 7 days of waiting. This is honestly getting exhausting. Classic stall tactics...

Dear Royspins Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Martina,

We have provided you with the details regarding this case by email.

Thank you for your patience.

​As a citizen of the European Union, I hereby exercise my rights under the General Data Protection Regulation (GDPR / RODO)—specifically Article 15 (Right of Access by the Data Subject). I request a complete copy of all personal data, risk assessment profiles, and third-party reports that Royspins Casino holds and has processed regarding my person, including the specific files sent to Casino Guru.

​If the casino is basing the confiscation of my legitimate winnings on any "adverse media" or external entries, I have a strict legal right to know precisely what information is being processed and to verify its accuracy.

​Furthermore, I reiterate that my source of wealth and funds is 100% legitimate and fully documented (4.5 years of continuous employment in Germany, with payslips and clear bank statements provided). Hiding behind vague "email updates" without presenting evidence of actual fraudulent behavior within the casino's system is unacceptable.

​I look forward to receiving full visibility of these documents here or directly in my email.

​Best regards

Dear Royspins Casino,

I have not received anything just yet. Can you please resend it? Thank you so much in advance.

Dear Martina,

​The casino's stalling tactics only prove their AML claims are fabricated—they did the exact same thing when I won €4,600.

​Attached are recent user reviews showing a clear pattern of closing accounts right after players win.

​I am not giving up.

​Best regards,

Dear Martina,

We will contact you by email as soon as possible.

Thank you for your patience.

XDDDD Copy-pasting the exact same excuse twice... pure comedy, need some popcorn and a chair 🍿

You should honestly rename yourselves to JokeSpins.com or PrankSpins.com 🤡

Hi Martina,

​I just sent you a confidential email with my latest payslip (Lohnabrechnung) as well as a bank statement showing the salary deposit and the account I used to fund JokeSpins.

​The document clearly shows my employment start date (January 12, 2022), confirming over 4.5 years of continuous legal work.

​Could you please confirm once you receive these files? Thank you!

Dear everyone, I have not received any email from either of you.

Could you please resend it to martina.b@casino.guru ?

Thank you in advance

​Hi Martina,

​I definitely sent the email to martina.b@casino.guru on August 26th with the subject "Confidential Documents for Royspins Complaint / Employment & Revolut Proof"

XD.

What is this tactic of giving the casino so much extra time while they just ignore everything?

​By the way, I have just resent the exact same files to your email twice to make sure you finally get them. Please check your inbox

.

Dear Martina,

We have not received a reply from you yet.

Thank you in advance.

🫪🫪🫪

🤯

Hi Martina, I just sent you an email with a link to my documents. Please confirm once you received it.

Dear vxcki23,

Thank you for the emails. I have received all three of them.

Dear Royspins Casino Team,

I have not sent you an email yet, as you mentioned that you had already sent one to me. However, I have not received anything from your side.

Could you please resend your email and, if possible, include any supporting evidence you have regarding the player and the reason for the casino’s decision?

Please feel free to send it to my email address: martina.b@casino.guru.

Thank you very much in advance for your cooperation.

Hi Martina, thank you for the update. Could you please confirm if you have downloaded the files from the Google Drive link I sent? I would like to restrict the access to the folder for privacy reasons.

Yes, I have. Thank you

It´s important, so that casino has these information as well..

Hi Martina,

​Since the casino previously rejected my request for additional verification (as shown in the attached screenshot), I don't feel comfortable sending sensitive data like tax IDs directly to them. I trust you as a mediator to review these documents, but please feel free to proceed as you see fit if sharing them is necessary.

Dear vxcki23,

To be honest, casinos generally cannot accept documents submitted by a third party, so unfortunately I am not able to share them on your behalf.

I would therefore encourage you to send the casino exactly the information and documents they have requested — no more and no less.

Thank you very much for your understanding and cooperation.

Hi Martina, thank you for the clarification. I have sent the link with the requested verification documents directly to the casino's security team, as shown in the screenshot below. I hope we can resolve this amicably soon

​It’s been over 2 days since I emailed the requested documents, and Royspins has still not responded or confirmed receipt.

​This continued stalling shows a clear lack of goodwill. Could you please set a strict deadline for them to resolve this issue? If they keep ignoring this, I will have no choice but to escalate the case legally through my lawyer and the gaming authority.

​Thank you.

Additionally, I really don't understand how such an unresponsive casino can maintain such a high safety index. 🫪🫪🫪

Dear Martina,

We have contacted you through your other communication channel, Microsoft Teams.

​A + for the casino for replying to my emails. I have now sent them all the documents directly from my registered email address, exactly as provided to the Casino Guru team. I am looking forward to their decision.

Dear Royspins Casino Team,

I have not received any mail via Microsoft Teams.

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the vxcki23´s verification process.

Please let us know at your earliest convenience.

🫪