Royspins Casino - Pelaajan voitot on takavarikoitu.

Hello everyone! 

I've been a player at RoySpins for almost a year, and recently I’ve been participating in a Spinomenal tournament on their platform.

Unfortunately, I've lost a significant amount of money in this tournament, mainly because they changed the rules for this specific event and introduced an x10 multiplier for the first-place prize.

Normally, there are limitations on this, but this time there weren’t any. I also have a screenshot from the Terms and Conditions that supports my claims.

I started the tournament on 23.10.2024 and played until it ended on 30.10.2024. On Sunday (26.10.2024), I noticed that they deliberately changed the Terms and Conditions, and by Tuesday, my points were reduced and cut by them from 7 million to 2 million. All my gameplay, lost money, and effort was effectively wasted.

According to the rules they initially provided, I should have received €40,000. As of now, they have not paid the amount and I've been waiting for almost a week. 

Please help me with this issue - RoySpins is refusing to pay my winnings.

I can provide all screenshots and necessary evidence upon request. 

Thank you.

Dear bert,

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 received any explanation from the casino justifying its actions?
• Was the change in the rules a disproportionate change that affected you more or differently than other players participating in the tournament?
• Was the prize pool dependent on the accumulated points, or your rank in the leaderboard?
• If you have any supporting evidence please share it with me here in the form of screenshots, or send any other supporting evidence to my email at tomas@casino.guru

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 Bert,

Thank you for bringing this matter to our attention and escalating it. We have been in frequent and ongoing communication with Spinomenal regarding this issue.

In our communication with Spinomenal, we have confirmed that a technical glitch led to a discrepancy between the tournament’s initial rules and those currently displayed. 

To address this, Spinomenal has agreed to pay out the winnings the customer anticipated based on the initial Terms and Conditions. 

We are very pleased to report that the matter has been resolved, and Spinomenal has successfully paid out the customer winnings in their full original amount.

As compensation for the delay, we are crediting the customer's account with €3,000, which can be used to play any Spinomenal slots.

Hope this clarification helps! 

Thank you all for your input and understanding.

Best regards,

RoySpins Team

Hey!

The complaint can be closed. I have received the 40k from the casino.

Thank you RoySpins for handling the case.

Dear bert,

Great news :) We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru