HomeComplaintsRoyalSpinz Casino - Player’s winnings were cancelled due to a breach of Bonus T&Cs.

RoyalSpinz Casino - Player’s winnings were cancelled due to a breach of Bonus T&Cs.

Amount: €775

RoyalSpinz Casino
Safety Index:Very low
Submitted: 14 Jan 2020 | Case closed : 13 Feb 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 years ago

The player played with a deposit bonus and won over €1600. However, his winnings were cancelled, and the deposit refunded.

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4 years ago
Translation

I got a 300 percent bonus at this casino, so I played with 75 euros bonus and 25 euros real money.

I had to convert 50x 100 euros to withdraw a maximum of 500 euros (20-fold deposit).

I won in roulette and slots until I finally had 1608 euros after 5000 euros in sales.

Today the payout was declined because I played games that are not included in the bonus conditions.

"Customer service chat" did not respond to further inquiries and I got my 25 euros back into the gaming account.

I hereby warn all players of this "casino chain" to avoid these casinos!

Automatic translation:
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4 years ago

Thank you for contacting Casino Guru. I’m sorry to hear that your winnings were cancelled. The casino has a very low rating on our website, so I’m afraid it will not be easy to get a response. Let me ask you a few questions to fully understand the problem. Which bonus exactly did you play with? Was it the bonus from the welcome package - 300% up to €600 + 40 Free spins? I would like to examine the Bonus T&Cs. Could you please also upload the conversations with the casino regarding the issue?

Best regards,

Peter

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4 years ago

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

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4 years ago
Translation

Hi Peter

I had already told you that it was not the welcome bonus but a special bonus from the Royalspinz Casino in which I have been registered for a long time.

300 percent bonus without free spins.


Sincerely yours

Michael


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4 years ago

Hi Michael,

Thank you for the reply. Do you have a screenshot or an email with the bonus and the conversation with the casino you can send to us? You can either upload it here or send it directly to my email address: peter.m@casino.guru.

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4 years ago
Translation

no the bonus was discussed in the chat did not have a screenshot sorry but everything was definitely so.

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4 years ago

Hi Michael,

I see, I will contact the casino and we'll see what their standpoint is. It's hard to say if they reply since the casino has a very low rating on our website, but we can give it a try.

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4 years ago
Translation

In addition, there were also problems with the verification because there is no IBAN on my bank statement of the Sparkasse, but only the account number and sort code.

So I keep my hands off this casino group from now on, because even with a high profit, it will only be paid a maximum of € 1000 per month.


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4 years ago

We would like to ask the RoyalSpinz 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 affect its rating.

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4 years ago

Dear Michael and Casino Guru

 

We can confirm that the source of the contested winnings are as follows:

  • deposit ID 1008774 of 250.00 EUR
  • deposit bonus ID 1008850 of 75.00 EUR

The bonus was an automatic 2nd deposit bonus, however, the player claimed that he only meant to deposit 25Euro insteade of 250 Euro and t therefo,re the bonus were updated to 75Euro instead of the original amount of 600Eur However, once the wagering and bonus amount were updated the player cancelled the withdrawal/refund of 225Euro of the wrong deposit.o.

file

 

https://www.royalspinz.com/welcome-package/?desktop=true&lang=en

 

Please be advised that the contested winnings were confiscated for breaking the following bonus terms and conditions rules:

 

11. Once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games.

12. RoyalSpinz reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

  • Placing single bets equal to or greater than 30% from the value of the Bonus credited to the player account, prior to the wager requirement for that Bonus having been met.

 

The game history  shows that the player started his gameplay on table games, and at 1 Jan 2020  8:55:49 AM he switched to VideoSlots, Gold Of Ra. This play is prohibited as the wagering is still active on the account. 

 

He also made bets over the 30% of the bonus credited. The bonus in play was 75% and therefore he is not allowed to place bets equal or more than 22.20Euro.  History shows that he made 44 bets between 25 Euro to 225 Euro on the games of Roulette.

 

We can confirm that the deposit involved was successfully refunded, although the casino does not need to refund the confiscated deposit under the terms.

 

Kind regards

 

Royal Spinz Casino

 

 

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4 years ago
Translation

Yes, completely confused bonus terms that no one understands!
So stay away from this casino and this provider!

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4 years ago

I would like to thank RoyalSpinz Casino for the reply. Michael, can you confirm you broke the aforementioned rules? 

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4 years ago
Translation

That's what the casino says!

Rules that (knowingly) are not pointed out.

I would also like to point out once again that roulette cannot be played with all bonuses.

HANDS OFF !!!!

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4 years ago

Dear RoyalSpinz Casino Team,

Could you please upload the evidence to support your claim here or send it directly to my email address (peter.m@casino.guru)? Thank you very much.

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4 years ago

Dear Michael,

The casino provided relevant evidence that you broke the Bonus T&Cs. Unfortunately, there is not much we can do. I will have to reject your complaint. I wish I was of more help.

Best regards,

Peter

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