RoyalSpin Casino - Player’s withdrawal has been refused.

RoyalSpin Casino is not paying out winnings. My withdrawal request was approved, but later in the support chat, they started making up rules that don't match the information stated on the casino's website about the minimum withdrawal amount. They are refusing to pay out, deliberately inflating the minimum payout amount.

Dear Sever2,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with RoyalSpin Casino. I have checked the Payment policy and this is what I found:

5. WITHDRAWAL

5.1 The minimal amount for withdrawal is 40 EUR per transaction (50 EUR in case of Bank Transfer).

The minimum withdrawal amounts are often determined by the payment providers, and casinos are unable to modify them.

Please let me know if there's anything else I can assist you with. Thank you in advance for your reply.

Best regards

Veronika

Before starting to play in this casino, I read the rules and min/max. amounts for deposit/withdrawal. At the time of my request for withdrawal, as well as before the game itself, the minimum amount for withdrawal indicated in the payment methods on the casino website was 2000 rubles. After creating a withdrawal request and after waiting for payment after 5 days, the minimum amount for withdrawal remained 2000 rubles indicated on the casino website. In the support chat when creating an application, not a word was said about the fact that my winnings did not meet the minimum withdrawal amount. It is logical to assume that I would not have been allowed to create an application with a smaller amount, but my application was approved and I was told that the withdrawal would take 5 days. After 5 days of not receiving payment, I contacted the casino support chat asking why there was no withdrawal? They told me that they couldn’t withdraw because suddenly, miraculously, my amount did not meet the minimum for withdrawal. That is, they took it out of their heads and came up with a new minimum amount of $35, since my withdrawal request was $27. I’m sure if my withdrawal amount was $40, then the casino would come up with the number 50 and so on in progress. Wherever information about royalspin casino is mentioned, the minimum amount for withdrawal is the same 2000 rubles. Even after the payment was refused, information about the minimum payout amount at the casino remained the same. I have all the screenshots. I demand that the casino pay me winnings that fully comply with their rules and the specified information about the withdrawal amounts at the time of my game and withdrawal request.

Do you have screenshots proving that the minimum allowed withdrawal was lower before you submitted your withdrawal request? Please understand that without solid evidence, we cannot confront the casino and continue with the investigation.

On one of the screenshots I provided, the minimum amount for withdrawal is indicated, but this is never mind now. I increased the balance to 4060r by playing. this is ~$45 and I submitted a withdrawal request again. The request was accepted and approved. Expect payment within 5 days, but I don’t believe that the casino will withdraw the funds and again won’t come up with new rules. I ask you not to temporarily close the complaint.

Thanks a lot Guru for help. Funds was withdraw from casino. Please close the my complaint.

Dear Sever2,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru