RoyalSpin Casino - The player's withdrawal is delayed.

this casino is the same layout as spacewin casino.played there few months had few wins and they payed my wins relativly fast in 3 days .then my last win took 3 weeks and they did not credit my deposit 250€ and never got it they claim i recieved it but that is not true .my last play here i get multiple rejected bets and my money just get detucted from balance actualy it is theft and support do nothing just replaying with stupid not relevant emails so i closed my acount there .after 2 weeks i get an email for a new casino called royalspin so i registerd and made few deposits and won 1031€ so i withdraw and waited to be processed .after 2 days i deposited again and won 720€ and cashed out after some transaction issues on their end i got this withdrawal in my card acount but the first withdrawal was still

pending .asking about this in the chat and emails the horror began first there was a technical issue then they could not perform card payment and third they requested iban banc acount to send the money wich i provided . last contact with chat was i should contact my banc .i asked for a statement as proof of the payment they did not send have all emails it is now 16 days ago they keep telling me to wait 5 days .i asked them to close my acount yesterday and today i was able to log in and noticed that all payments in the history were gone .this is pure theft .i advise players to stay away from this casino .i have a 5 star review about spacewin casino i quess i will change it to one star soon.i want the casino to pay my lost deposit at spacewin 250€ all documents are available and i want them to payout my withdrawal 1031€ at royalspin wich i won fairly.i see i cant upload screenshots here but i will send it by email

if an email adress is known to me

Hello sardapoor1963,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Spins Casino. Please allow me to ask you a few more question before we would move forward. Also I would like to point out that the complaint can be related to one casino only.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Why did you close your account there? Do you have any screenshots that you had any pending payouts from there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hi Nick,this is the wrong casino

it should be royalspin casino a sister site of spacewin casino rated here on casino guru !!!from costarica!but different owner name .not reddy keddy

i played with own money no bonus .i was a vip at the sister casino spacewin when i closed my acount there they send me a promotion for the new casino so i asked my vip manager to get me fully verified with out going threw process.i won 3 times on royalspin they payed me my second win but the first win they delayed it for no reason.i have screenshots and emails.i closed my acount because i was tiered of lying and stupid conflicting replays .now they claim after all excuses i heard from them for 2 weeks that they will not proceed with the pay out because of my acount closure .i never heard such thing in my whole all life play .i got many times confirmations that my withdrawal was payed out but asking for a statement they could not provide .i think i have your email and will send you all contact and screenshots .but just provide me with your email for just incase…they erased all my payment history next day after acount closure but i have the screenshot showing pending withdrawal.i remember i requested many times at them sister casino spacewin but they refused several times because i was losing and on this casino it was done in 10 minutes today was my last contact about my withdrwal same conflicting replay as usual .they are playing dumb.please change the name to this one:

The website Royalspincasino.com is operated by Lamarketing Limited, address: 11 Hawthorn Drive, Penrith, CA11 8WF, United Kingdom. Registration number: 13534595 ("Company", "Website", "Casino", "us", "we", or "our"). All gambling services are licensed by Lamarketing SRL, a company registered and established under the laws of Costa Rica. Lamarketing SRL is regulated by the Government of Costa Rica. Lamarketing SRL registration number is 37-117-895696.

Hello sardapoor1963,

As we currently do not have this casino in our system, we will be adding it ASAP. Meanwhile, can you please clarify when was the last time you received a payout from the casino and since when is your account verified?

Hi Nick,my last payout was on 29 mei . I requested it on 27 mei .this was my second request they just skipped the first withdrwal .fully ferified from day one .my vip manager at spacewin casino(sister site )arranged this .it is not a verification issue they would request documents for that .did you recieve my emails and screenshots by email...??

i reopend my acount again and i have sent in emails requesting update about cash out no respons at all .live chat only available same guy always in the chat and close it if i ask something

4 weeks now .no contact .they just ignore everything.i deposited 27€ to check the payments and it worked but i lost it .i send them email to close my acount they did not replay.open or closed acount they do not process payout anyway.

Hello sardapoor1963 and thank you for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sardapoor1963,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite RoyalSpin Casino to join the conversation.

Dear RoyalSpin Casino,

Can you please provide more information on why was the player's first withdrawal request not processed?

Hi Michael,thanks for your efforts .have you contacted the casino itself ?they close the chat and ignore my questions and emails they dont replay at all .acording to chat member i was updated about my payout but i recieved nothing .it is a lie.

No respons !i think they will not response they cant defent scam.

Dear sardapoor1963,

Unfortunately, I have not heard from the casino yet, I have sent several emails to all the contacts I could find. It is not unusual for a casino to reply after a few days, but unfortunately, I cannot rule out the possibility that they will not reply at all, but for now let's stay positive and I have my fingers crossed that they will reply soon.

hi Michael,lets hope they will respond.i just want to know why they are doing this because i had a good relation with casino .

i dont think they will respond here .i opend chat few times using vpn and put down one line only they just close the chat .asking why ,no answer .if they dont want to pay my wins for what ever reason how about my deposits 706€ ?

the acount was still open after i requested acount closer few days ago .i asked him why it is still open ,if he thinks if i ever again going to play here .then he closed it !

it is the fault of evolution gaming they hire them games for what ever casino with a fake license comes up.these companies should be exposed ,they claim to be fully licensed in europe but host the games in restricted and sanctioned countries.i think europ should look closer in evolution gaming .they are creating all these problems.money from licensed casinos is not enough for them so they supply who ever comes up?for me it is fraud.actually evolution should pay the winnings who casinos not want to payout.i hope you will rate them very low so players can see whom they are dealing with .now they have 2 casinos low rated at CG.only reasonable member here is David my vip manager at spacewin casino.you should try to cotact him (+357 9553 9980) it is a company whats up number .unfortunatly he does not replay anymore to my chats maybe he will answer you .he works now internal department.

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.

There are no government-elected casino regulators for players who play at the casino with Costa Rican license because the country does not have any particular licensing requirements for online casinos. The registration just establishes a legal framework within which the casino can operate. Because there are no randomization requirements, a Costa Rica license does not ensure a really fair game unless a third-party audit can be accessed on the casino’s website. Furthermore, casinos registered in Costa Rica are exempt from reporting their activities to the government. So, technically, casinos are uncontrolled.

Does the Costa Rica gambling license actually exist?

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There isn’t any. There is no such thing as a Costa Rica gaming license, and there are no rules or regulations governing e-gambling in Costa Rica. There is no Costa Rica gambling license. Online casinos headquartered in Costa Rica are not licensed, controlled, or overseen in any manner. Even the existing "data processing license" is not seriously regulated.

It’s an important thing that the Ministry of Finance has produced a draft plan to implement a $50,000 yearly licensing charge. A 0.5 percent tax on gross revenue and a 5% charge as a measure against criminal behavior related to online gambling are also included.

Is it safe to play at online casinos which obtained license in Costa Rica?

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Costa Rica does not provide any kind of control over casinos registered there. As a result, players are frequently advised to check twice before signing up at any casino that is only licensed in Costa Rica and has no other quality auditors. Costa Rica is a popular venue for fraudulent Internet casinos. However, many operators with strong business ethics chose the country just to cut operation expenses.

Can I send a complaint about a casino to Costa Rica?

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If you have a problem with an online casino that cannot be handled directly, you should first seek help from other third-party affiliates. Obtaining a response in Costa Rica might be difficult due to the lack of a government entity dedicated to online gaming concerns.

Dear sardapoor1963,

Yes, you are right. In Costa Rica, there is not really a Gaming authority that can help the players like MGA for example. Sadly, the Costa Rican government makes no pretense of caring at all how these ‘licensed’ companies treat their players, offering no form of practical regulation whatsoever. There are no checks on where the money used to fund the casinos come from, no checks on the fairness of the software these casinos use, and no facilities for players to register complaints.

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 with a Costa Rica license and doesn't refer to any ADR service, there is technically no gaming authority to turn to. As we mention in the "Safety Index of RoyalSpin Casino explains tab" a negative factor is a License from a bad regulator.

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,

Michal