RoyalSpin Casino - Pelaajan vetäytyminen on viivästynyt.

I've made several deposits and withdrawals at this casino and have undergone verification, but for some reason my last withdrawal, requested on 05.12.2023, is not being processed. I've tried contacting their support through chat as well as email, but all I get is the same response.

Hello, Dmitriy!

Your request is currently under review. Please wait for a response from our specialists.

We will definitely reach out to you via email as soon as we have any information regarding your request.

Thank you for your trust and patience.

Best regards,

Melissa

RoyalSpinCasino Support Team

В этом казино делал несколько депозитов и было несколько выводов, прошел верификацию, но в последний раз я поставил на вывод, но его почему то не выводят с 05.12.2023. я писал и в чате и на почту. везде один и тот же ответ.

Здравствуйте, Дмитрий!

Ваш запрос находится на рассмотрении. Необходимо ожидать ответа специалистов

Мы обязательно свяжемся с Вами по электронной почте как только у нас появится какая-либо информация касательно Вашего запроса.

Спасибо за Ваше доверие и терпение.

С уважением,

Melissa

RoyalSpinCasino Support Team

Dear Vassi765,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

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

Best regards,

Petronela

The output is being processed. They write that withdrawals take from 5 to 24 hours. A month has passed. The gain in processing just wait and everyone writes. The deposit came with a bonus. The bonus has been won back.

Вывод находится в обработке. Пишут что выводы от 5 до 24 часов. Прошел месяц . Выигрыш в обработке просто ждите и все пишут. Депозит был с бонусом. Бонус был отыгран.

Thank you very much, Vassi765, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of RoyalSpin Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi Vassi765,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear RoyalSpin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the reason the player's withdrawal request has been pending for a month and when can the player expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vassi765,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia