Royspins Casino - Player seeks refund after account mishandling and self-exclusion breach.

Hello,

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

If you have an issue with other online casinos

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

• Have you informed the Roy Spins casino support either via chat or email about your gambling issues?
• Could you please share with me your communication between you and the casino expressing concerns, asking for help, or disclosing any gambling related issues? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello Tomas,

Thank you for your response.

To clarify, I did not explicitly inform RoySpins that I suffer from gambling addiction, because I felt ashamed to admit it.

However, I believe the casino should have recognized the clear signs: multiple requests for self-exclusion over time, very frequent and high deposits made in short periods, and finally my permanent exclusion request. Instead of protecting me, I was offered VIP bonuses to continue playing.

I have been an active player at RoySpins for over two years, during which I deposited many thousands of euros. This long relationship should have made it even clearer to the casino that my behavior showed signs of vulnerability.

Unfortunately, I do not have transcripts of my previous self-exclusion requests made via live chat, as the casino never provided me with chat records. I expect that RoySpins should still have these logs available in their system if needed.

I can provide the following evidence:

My permanent self-exclusion email sent on 31/08/2025 to [email protected]

.

Screenshots of my deposits totaling €4,935 between 18/08 and 01/09.

The promotional email I received from Wazbee Casino (a sister brand under the same license) shortly after my exclusion, offering me a no-deposit bonus package.

I am sharing this evidence with you in good faith and in the hope of a fair resolution through Casino Guru. I also understand that RoySpins operates under a Curacao eGaming license, which carries responsible gambling obligations. I trust that the operator will recognize its duty of care and act accordingly.

Best regards,

Juxhino *****

Thanks for the explanation and for your patience.

I went over the description of events and the timeline you provided.

I understand your reservations about admitting the problem; however, we believe online casinos have to protect you once you disclose suffering from gambling problems. I understand it takes courage to admit it. We may only confront the casino and ask for a refund due to failed player protection if we have evidence that you informed the casino about the gambling problem and the casino didn't protect you. The reasons for self-exclusion you presented are insufficient signal for us to conclude that the casino should have protected you.

Without further evidence, we are unfortunately unable to confront the casino.

As next steps, I would recommend you take measures to protect yourself if you have an account in other online casinos and request self-exclusion due to gambling problems. You can use our self-exclusion assistance tool https://casino.guru/global-self-exclusion-initiative/assistance-tool, which contains a template making the process easier.

Check our guide on other strategies and advice on how to protect yourself further: https://casino.guru/responsible-gambling-guide

Be sure to unsubscribe from any unwanted marketing communication coming to you from online casinos using the 'unsubscribe' option usually found in the footer of a message.

Please keep this advice in mind when requesting a self-exclusion.

Confirm Self-Exclusion with Casino

• Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
• If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

Keep Proof of All Relevant Communication

• Keep records of all communication regarding your self-exclusion request.
• If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

Complete Verification Process (KYC)

• If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.
• This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

Since there is no further action we can take, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.