Royspins Casino - Pelaajan voitot on osittain takavarikoitu.

Dear Support Team,

I recently won €950 in your casino. When I attempted to withdraw my winnings, the request was canceled due to pending account verification. After successfully completing the verification process, I was surprised to see that only €100 was paid out, while the remaining balance was removed from my account.

The explanation I received referred to a policy that seems unusual and unclear. I kindly ask for clarification on why my full winnings were not paid out, and I would appreciate it if you could review this matter and resolve it fairly.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at Royspins Casino. Do I understand it correctly that you have accumulated your winnings from a no-deposit bonus? Can you please specify what was the exact bonus you played with? I have checked the bonus policy, and this is what I found: 

The maximum amount that can be won and/or withdrawn from any No Deposit Cash Bonus is 10 times the value of the bonus funds. For example, if a customer receives a No Deposit Cash Bonus of €50 and wins €1000, the customer will be able to withdraw €500 (€50 x 10), and the remaining €500 will be held by RoySpins.

I would like to emphasize that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Natalia

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Dear Natalia,

Thank you for your reply. I would like to clarify that, in addition to the €10 no-deposit bonus, I also made a €20 deposit. Both the deposited funds and the winnings from the no-deposit bonus were used in further play, which resulted in a total balance of €950.

Therefore, my winnings did not come solely from the no-deposit bonus. The winnings generated from my €20 deposit should be treated separately and should not be subject to the 10× max cashout rule applied to the no-deposit bonus.

I kindly ask you to reconsider my case and explain why my deposit winnings were also restricted to €100

Dear player, can you please specify the date when you claimed the no-deposit bonus and when you made the deposit? Do I understand correctly that the deposited money was used to wager the bonus?

What were the bonus conditions? Can you share a link for this specific bonus or share a screenshot with the bonus description if you received the offer via a promotional email? I'm especially interested in the wagering requirements of the €10 no-deposit bonus.

Dear Angelika199111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

On September 4, I made a deposit and subsequently won €350. When I attempted to withdraw these funds, I was informed that an additional deposit was required before withdrawal could be processed. Following this instruction, I deposited €20, requested the withdrawal of the €350, and from the €20 deposit I managed to win an additional €500.

However, once again, the withdrawal of €350 was canceled, this time with the requirement to complete an account verification. I successfully completed the verification process and then submitted a withdrawal request for the full balance of €850.

To my surprise, I was informed that only €100 would be paid out and that the remaining €750 was removed from my account without justification.

I kindly request a clear explanation of this decision and the immediate release of my full and rightful winnings (€850). If this issue cannot be resolved fairly, I will have no choice but to escalate the matter to the relevant regulatory authorities.

I look forward to your prompt response.

Sincerely,

angelika

Dear player, could you please share the history of your bets, transactions, and bonuses? Additionally, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear player, could you please share your bonus history, transaction history, and game history directly from your player account?

The problem is that the casino website does not show the exact times of the bets I placed. Instead, for 50 pages it only shows that I played on September 4th at 8:49 P.M and the same for 5th September, becouse I played at night and it repeats this same information throughout all those pages. I can only provide screenshots of the deposits and withdrawals I made.

I am also sending you screenshots from the first and the 50th page for comparison, to show that the same time is displayed there.

Dear player, you still haven't responded to my questions about the no-deposit bonus you used. Please specify the date and time when you claimed the no-deposit bonus. Have you finished wagering before depositing on 4 September or were you using the deposited amount for wagering the bonus?

What were the bonus conditions? Can you share a link for this specific bonus or share a screenshot with the bonus description if you received the offer via a promotional email?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (mirka.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Royspins Casino representative to join this conversation.

Dear Royspins Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Thank you for inviting us to this complaint and for your patience!

We agree that when a deposit is mixed with a no-deposit bonus, each case should be reviewed individually.

However, this case does not fall under that scenario.

Please note that before the no-deposit bonus was credited, there had been no deposits made on the player’s account.

Below is a clear timeline of events:

04 Sep 2025, 13:05 UTC - A €10 no-deposit bonus was credited to the player’s balance.

04 Sep 2025, 19:53 UTC - The first withdrawal request was submitted (€450).

04 Sep 2025, 20:20 UTC - The withdrawal was returned to the balance with a notice that a minimum deposit is required under Terms 6.8:

"To withdraw your winnings, you must make a minimum deposit and undergo the verification process."

04 Sep 2025, 20:33 UTC - The player made a €20 deposit.

04 Sep 2025, 20:34 UTC - €450 withdrawal requested again, without placing any bets after the deposit.

While the funds linked to the no-deposit bonus were on hold for withdrawal, the customer used the €20 deposit.

04 Sep 2025, 20:40 UTC - Account balance was €0.09.

04 Sep 2025, 20:46 UTC - The €450 pending withdrawal was canceled and returned to the gaming balance, with a request to complete standard KYC identity verification.

Since, at that moment, no deposited funds remained, subsequent play and any further withdrawal requests were entirely linked to the original €10 no-deposit bonus.

04 Sep 2025, 21:37 UTC - The player requested a €950 withdrawal. Our Finance team paid €100, in line with the maximum cashout limit for a cash no-deposit bonus.

Given that the deposit was fully played through before the pending withdrawal was released back to the balance, the later play and requested withdrawal were linked exclusively to the no-deposit bonus. Thus, the x10 cap was correctly applied and paid.

Thank you for the information, Royspins Casino.

Could you please send me player's game log, and bonus history to miroslava.d@casino.guru?

Thank you.

Dear Mirka,

Thank you for your response.

The required documents have been sent to your email.

Dear player,

After review of evidence provided by the casino, we can confirm, the winnings originated from the €10 no-deposit bonus, therefore the maximum withdrawal limitations still apply.

We believe, that casino acted in accordance to their Terms and Conditions, by limiting your withdrawal to €100, in line with the maximum cashout limit.

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.

Best regards,

Mirka