Royspins Casino - Player's account has been closed without a clear reason.

I played at RoySpins and had an active, verified account under my real name. I deposited and lost approximately €20,000 over time on this account, and even made successful withdrawals before without any issues.

On May 7, 2024, I deposited a total of €1,200 and eventually won around €35,000. I submitted a withdrawal request, but then RoySpins suddenly blocked my account. They claimed that it was a "duplicate account" of a previously closed one — even though they had allowed me to play, deposit, and withdraw for some time without issue.

Instead of paying out my winnings, they refunded only €100 of the €1,200 I deposited that day. They kept the rest of my previous deposits and voided all winnings. I received no proper explanation for why only part of my deposit was refunded, and since then, they have stopped responding to my emails.

It feels extremely unfair and predatory that the casino was happy to take my money and allow me to play — but only enforced their duplicate account policy after I won big. If my account truly violated their terms, they had plenty of chances to detect it during the many deposits and withdrawals made earlier.

I am requesting:

A full refund of my €1,200 deposit from May 7, 2024;

And ideally, a reconsideration of my €35,000 winnings, since the account had been fully active and accepted by the casino before the win.

Thank you for your help in mediating this dispute.

Sincerely,

Kasparas

Dear kasparasmakarovas85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royspins Casino.

Please understand that most online casinos prohibit registration of multiple accounts. Deliberate creation of more than one account in the casino may be understood as a clear breach of the casino's rules.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you asked for permission when creating a second account from the casino support?
• Could you please explain in more detail why you closed your previous account and when it was?
• Have you attempted to open the old account in the casino?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for your reply and for raising concerns regarding the impersonation attempts.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Regrettfully, it appears this is a duplicate complaint, and therefore it will be closed accordingly. https://casino.guru/royspins-casino-player-s-winnings-are-being-confiscated Your previous complaint was published here and closed as unjustified.

In cases where duplicate accounts have been registered deliberately, we won't be able to help regarding the return of deposits or winnings.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.