RoyalSpin Casino - Player's withdrawal is delayed.

Hi,i made 2 withdrawals end of December 2023 for 320 pounds and 200 pounds and until now i haven't receive those withdrawals yet. I've been chasing this payments ever since but this RoyalSpincasino keeps me hanging for nothing. They said its been sent the payments to my account on the 30th of December a payment of 220.25 euros payment to my card details and another payment of 352.33 euros via bank transfer. Now,what really very suspicious is 2 payment different methods both gone missing? Is this a joke? I was a VIP customer and they assigned a VIP manager whom i was contacting as well with this case because if you go in their website chat they will tell you same script all the time to wait,its under investigation and finance company will contact you. Its all bullshit because,finance company don't even reply now and its like a circle they keep asking proof that i havent receive those payments which i sent all the evidence already,bank details and statements, screenshots from the bank that they can't see those transactions. After i sent all those evidence,they will ask another one again and go back where we started to prolong not paying out my withdrawals.They sent me some payment codes and told me to ask my bank where's those payments? Now,if its missing i kept telling them that they should do the forward trace because only the sender can traced to their bank where's the money went if they are telling the truth,they have all the information to do that but no,they want me to bother my bank and obliging me to ask my bank for those payment and sounds like its my obligations now to chase my bank for those payments which they cant even give me a proper receipts,information about those payments.

Dear AJ1972,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before?

Could you please advise us on the current status of your withdrawal request?s Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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,

Kristina

Hi Kristina thank you for your response. Yes i had couple of successful withdrawals from them before. Pls find attached screenshots for those successful withdrawals. So far ive received 2680.57 pounds (they deduct 4.5 percent fee every withdrawal from the original amount for the processing)but they marked it on my account funds withdrawn for 3350.00 pounds which i never received my last two withdrawals of 320 and 200 pounds. I cant access from their site my withdrawal history but i can access my bank statements.

This is the receipts that they provided which i never received. Its not even looking a legit receipts to me. It looks like a screenshot only that they made.They cant even tell me where's the money has been sent from to follow up with my bank.

Hi Kristina,this is what my bank advised me when i contacted them few days ago but no reply from RoyalSpinCasino

Hi, this is the screenshot of my chat with Royalspincasino today

Hi Kristina, after sending all the screenshots that my VIP manager asked me this is her response today and our chat conversation

Thank you very much, AJ1972, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you AJ1972 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RoyalSpin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter,i really appreciate your help to resolve this matter and i hope i will get my withdrawals. Thank you

Hi Peter,can i ask if there's any updates with Royalspincasino for my withdrawals pls? Thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok thank you so much

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter