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A few months ago, I closed my Royspins account due to a gambling addiction. Unfortunately, I was able to create a new account using the same details and KYC verification documents (ID, proof of address, etc.). Recently, I deposited approximately 350 euros into this new account, with my last deposit of 200 euros made on July 31, 2024. I managed to win 350 euros, but when I attempted to withdraw my winnings, I encountered an issue with my email address containing a typographical error.

Upon contacting support, I was informed that my account was flagged for being a duplicate. Consequently, my account was blocked, my winnings confiscated, and I was told I would only receive a refund of my last deposit of 50 euros. I have since received this 50-euro refund, for which I am grateful. However, I believe I should also be refunded the 200 euros deposited on July 31, 2024.

While I acknowledge my mistake in creating a duplicate account and have learned from it, I believe that any deposits made should be refunded as they would have been lost due to the duplicate account status. Additionally, considering the importance of monitoring and supporting individuals with gambling addictions, I kindly request that you consider refunding the 200 euros deposited on July 31, 2024.

I am not asking for the full amount of 350 euros but only the deposits made on the specified date. I am currently facing financial difficulties, and your understanding and assistance in this matter would be greatly appreciated.

Thank you for your time and consideration.

Dear Mardock,

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 confronted the casino about the status of your previous account when asking for a refund? With what result?
• Could you please send me your self-exclusion request after which your first account was blocked? My email is tomas@casino.guru
• If there is any other communication between you and the casino, please share it as well.

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

Best regards,

Tomas

Hello and thanks for the reply

"Have you confronted the casino about the status of your previous account when asking for a refund? With what result?" No i didn't

"Could you please send me your self-exclusion request after which your first account was blocked? My email is tomas@casino.guru" I sent you all the information you need

Thank you very much, Mardock, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mardock,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Royspins Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello everyone, 

We've sent an informative email about the case to michal.v@casino.guru 

Best regards,

RoySpins Team

Dear Mardock,

Due to the evidence I was able to review, it seems that you in fact created 3 accounts, not just 2. Also, I was informed that you used a different email address and telephone number. Can you comment on this?

Thank you for your prompt response and for reviewing the situation.

I want to clarify that while I did use a different email address and phone number when registering the additional accounts, the KYC verification details—such as my ID, proof of address, and other personal documents—were identical to those used for my previous accounts. My intention was not to deceive, but rather, I was struggling with a gambling addiction, which led me to make these poor decisions.

Given that the core identification details were the same across all accounts, I hope you can understand my perspective and reconsider my request for a refund of the 200 euros deposited on July 31, 2024.

Thank you for your understanding and consideration.

Dear Mardock,

I absolutely agree that an account with a matching name, surname, address, and country should not be allowed. However, I was informed by the casino that in all of your accounts, you were in a net profit of around 500 euros, which completely changed the situation, because, in reality, you did not lose any money in the casino. Can you confirm this?

Hello everyone, 

After thorough and detailed calculations across all three of the customer's accounts, we need to make corrections and confirm that the customer is not in a net positive position with our brand.

We sincerely apologize for this error.

Best regards,

RoySpins Team

Dear Mardock,

I apologize for the mistake. Due to recent facts coming to light, I want to ask you one more time about the information you have provided while registering on your duplicate account, namely the telephone number. Did you provide a telephone number that is legitimate and that belongs to you? Or did you provide a random telephone number that is not related to you at all?

To clarify, the phone numbers I used during the registration of the duplicate accounts belonged to friends of mine. However, the email addresses used in all accounts are mine. While the phone numbers and emails differed, the rest of the information provided, including my KYC details, was consistent with my other accounts.

Additionally, I would like to mention that, to the best of my knowledge, I have never won anything in Roy Spins Casino from my three duplicate accounts, other than the recent win of 350 euros.

I understand that this situation may have caused confusion, and I sincerely apologize for any inconvenience this has caused. My actions were not meant to deceive, and I appreciate your understanding as you review my case.

Thank you for your time and support.

Dear Mardock,

I understand where you are coming from. It is also worth mentioning that email addresses and telephone numbers are personal information that can change over time. However, because you are using telephone numbers that are not your own for registration, this is classified as a deliberate attempt to bypass the casino's security measures.

If the provided telephone numbers did actually belong to you, this would completely change the way we would look at this complaint, because if that were the case, you would not be in any violation of the casino's terms and conditions, and your creation of more accounts after your self-exclusion would not be considered as an attempt to bypass the casino's responsible gambling measures. Unfortunately, this is not the case.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.