Royal Spins Casino - Player's account was suspended.

all my slots have been suspended not no fault of my own jumpman stopped my games took my bonuses nine weeks been waiting had to go to my doctor caused me stress and also when i win i cant withdraw they wont except my documentation been playing since 2001

Dear darkmatt99,

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

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

• Do I understand correctly the casino blocked your account?
• Do I understand correctly the casino confiscated your winnings from a bonus?
• When did you last communicate with the casino and what was it about?

Thank you very much in advance for your reply.

Best regards,

Tomas

hi there yes they have suspended my games took my bonus ive left tons of emails its jumpman gaming im on about they will not reply to me the games i wanted put back on is wolf spins 38 pounds royal spins 65 pounds also fluffy wins 123 pounds they took

i want my games on if you can get jumpman to put them on because ive got nowhere

im not with all slots im with jumpman gaming

anyone helping me then

nobody there

how long does it take are you real people

Thanks for your patience.

Please understand the availability of games and bonuses is entirely under the authority of the casino. We cannot ask them to grant you any bonuses or make any games available to you.

By 'taking' your bonus, do you mean they confiscated your winnings from a bonus? Did you finish the wagering of said bonus? Which bonus did you redeem? Please send a screenshot of which bonus you redeemed or a link to the bonus o we can review its terms and conditions. My email is tomas@casino.guru

I'll await your reply.

no good sending a screen shot has they have taken them off my account weel if you cant help me then its no good replying then ive been playing since 2001

I am sorry this is frustrating for you.

Could you please clarify what is the website of the casino that is causing you the issue? Do I understand correctly you don't have an account in All Slots Casino and your issue is not related to this specific casino?

I'll await your reply.

wolf spins royal spins and fluffy wins these are the ones to do with jumpman gaming

Thanks for the clarification, darkmatt99.

We currently don't have two of the casinos in our database, we'll try to contact the casinos as soon as we add them to our database. Thanks once again for your patience.

this is the wrong game im complaing about its wolf spins and royal spins

Please allow us some additional time before we add the casino to our database. Only after it's added we'll proceed with this particular complaint. Thanks again for your patience.

wolf spins and royal spins im complaing about not all slots it wasnt on your data

Thanks for your comment. We are working on adding them to our database, still.

In your other complaint you mentioned the casino thinks you gamble too much.

Could you please explain if the bonus the casino subtracted from your account was the only active balance on your casino account? Are there any real money deposits left in your casino account?

no real money but when i was playing it went into bonus money which i wanted to play but before i could they froze my games because it was bonus if i get it to a certain amount it goes into real money so i was told if i didnt play it in 48 hrs i would lose the bonus but they didnt let me play it thats when they froze my account so it wasnt my fault it was theres

Thank you very much, darkmatt99, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

im not getting anywhere with this jumpman wont give me my bonuses back so i dont no what else to do

Hello, darkmatt99,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Royal Spins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Royal Spins Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and use the bonus?

Thank you in advance for providing the information.

hi there you are using the wrong email address mine is kar******11@hotmail.co.uk there are two slot games i want the bonuses back on wolf spins and fluffy wins 38 pounds and 123 pounds i had still on my games then they removed them and blamed me for not playing when my games were disabled i only want these two slot games put back on with the bonuses which i was told by jumpman once expired they cant put them back on if this is the case then i want it in real money thats the most they can do getting me stressed and upset

Dear darkmatt99,

No, you created 2 accounts on our website, and you submitted your complaints with another account where you filled in a different email address. Therefore, the notifications were sent to the wrong email address.

In the meantime, I fixed it, and from now on, you should receive all notifications to the correct address (kar******1@hotmail.co.uk). So, please, check your email inbox, confirm your email, and after logging into your account with the correct email address, check the section "Complaints" with all your active complaints.

Since I know that you are in contact with a Jumpman representative via email, and no one from the casino has contacted me regarding your issue at all, I would like to ask you the same questions I asked in the open thread with Fluffy Wins Casino.

"When exactly was the disputed bonus offered to you or when exactly were you informed about this bonus offer, and how was the disputed bonus offered to you? Did you see it somewhere in your account, or did you receive an email with this bonus offer? Did you activate the bonus before your accounts were blocked? If you activated this bonus, did you play with the bonus funds, or were the accounts blocked earlier than you managed to? Did you meet the wagering requirements for this bonus, or were there bonus funds that needed to be wagered?

Please note that if you did not meet all the bonus/general bonus terms and conditions, and we are talking about only winnings from a bonus that were not wagered for the needed number of times, it is not possible to withdraw such funds, and it is not considered real money or withdrawable funds at all.

When exactly were your accounts blocked, and what exact bonus are we talking about? If there are any special terms and conditions for this bonus, are you please able to find this offer on the casino's website and send me a link to it or send me the terms and conditions for this bonus? If you are not sure about this information, can you please ask the Jumpman representative to provide you with it?

I see in the provided screenshots that you are still in contact with someone from Jumpman. Can you also ask them if their offer to provide you with an alternative bonus relates to all your blocked accounts falling under Jumpman? What alternative bonus did they offer you?

Also, the Jumpan representative asked you to provide them with some information and details - please, forward me the complete communication with them, not just screenshots with their replies."

Looking forward to hearing from you.

hi i have sorted things out myself jumpman has give me my bonuses back on royal spins and fluffy wins so you can close my case thank u

Great news, darkmatt99!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru