HomeComplaintsRoyalSpinz Casino - Player experienced self-exclusion difficulties.

RoyalSpinz Casino - Player experienced self-exclusion difficulties.

Amount: €4,300

RoyalSpinz Casino
Safety Index:Very low
Submitted: 22 Nov 2019 | Case closed : 19 Dec 2019
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

Roberto, a player from Spain, requested the casino to return his money based on his gambling problem and being listed in the list of problematic gamblers at Directorate General for the Regulation of Gambling (Spain).

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4 years ago
Translation

cancellation of card charges

R

Roberto *********************

Thu 11/14/2019 5:46 PM

Sent items

For:

support@royalspinz.com;

You responded on 11/22/2019 17:07.

Save to OneDrive - Personal

Hi, I'm Roberto ******************* with my username Avis*****. I need to block my account and cancel the charges that have been made today November 14, 2019 since I am enrolled in the RGIAJ that excludes me and I am not allowed to play in any bookmaker since I have gambling and I signed up to not have the option to play online. You should not have allowed me to play in your casino since it is illegal to allow entry to your casino to people excluded from the game. I have contacted my bank and they have told me to contact you to cancel the charges on the card and if they do not solve it, I quote you textually if you are not willing to cancel it, file a complaint with the police or the civil guard With the statement of the charge and subsequently a claim in the office, it is also necessary that you ask for the immediate closure of my account in your casino. I do not want to cause you any problems But I hope you understand that I have a problem with the game and have the opportunity to exclude myself and not be able to access any bookmakers, you have not put any problem at the entrance to your casino. I also remind you that it is illegal and reason for sanction permitting entry to self-excluded and registered in RGIAJ. I expect an answer as soon as possible to not start with the complaint

Edited by a Casino Guru admin
Automatic translation:
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4 years ago

Hello, Roberto.

Thank you very much for submitting your complaint. Please, be aware that Casino.guru is an independent website and doesn't represent any casino. We completely understand that your situation is serious, and we appreciate that you are sharing your issue with Casino Guru team. We have just a few additional questions in order to understand your case properly.

 

Do you have any balance left in the casino account? Have you ever mentioned in communication with the casino that you have a gambling problem? 

 

Since you have mentioned the gambling problem, I would advise you to take a look at this article on our website. You may find some useful information there: https://casino.guru/problem-gambling .

 

Best regards, Jozef

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4 years ago
Translation

There is no balance in my account. At the time of opening the account in royalspinz they did not take into account the identity of the one who opens the account and with my ID there is a database in Spain that blocks any opening in a betting house in Spain That is legal.When I informed you about my self-exclusion in the game, they have asked me for a copy of my personal documents because they said it was necessary to solve the problem.Now that they have all my documents they do not respond to the emails that I send them so that They respond to my request if they return my money or not. They simply ignore the emails

Edited
Automatic translation:
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4 years ago

Dear Roberto.

 

Thank you for sharing your experience with us. Unfortunately, we’re forced to reject this complaint, since, based on the information you have provided, we should not interfere in this case. We are aware this casino operates illegally in your country and that is one of the reasons why they have very bad reputation on our website. This casino operates without Spanish license on your market and could be explanation why they didn't know about your self-exclusion. We would recommend you contact the Spanish licensing authority. Could you contact them and inform us if there is any new info?


Best regards, Jozef

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4 years ago

Hey, Roberto.

 

We can help you with filling the complaint. Do you need help? Is there any new info about your case? 

 

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

 

The player can reopen this complaint anytime.

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