The player from Estonia faced issues with receiving cashback after her account had been blocked for weeks. She was frustrated that although she had deposited over 400€, she was told she could not receive any cashback and was considering reporting this situation to Casino Guru and AskGamblers. The Complaints Team attempted to assist by requesting additional details and extending the communication period, but ultimately, the complaint was rejected due to a lack of response from the player.
Royspins Casino - Player claims cashback is denied after account blocking.
Amount: €332
Royspins Casino
Safety Index:HighSafety Index
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8.4
Royspins Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
Timothy.W.
End chat
03:44
Hello! You reached RoySpins Support Team. How can I help you?
03:44
Victor.B.
End chat
03:26
Hello! You reached RoySpins Support Team. How can I help you?
03:26
Hi why i havent got cashback?
03:26
Let me take a moment to check your account.
03:28
According to the system, you have already received all available cashback at the moment.
Can I assist you with anything else?
03:29
Hm, when and how much?
03:31
Please wait a moment.
03:31
Ok
I'm waiting
03:33
?
03:33
According to the system, you have received your last cashback of 25 EUR on 12.09.24.
03:34
Hm..what?
I have been blocked my account weeks
03:36
Unfortunately, as a support agent, I don't have access to this information.
The cashback is calculated and credited by the system automatically.
03:37
Okey fine, who can write with that ?
03:38
I may need a bit more clarity. Could you please rephrase the question?
03:39
Why i dont have this ny account? Where i can see these transcations?
03:45
Just a couple of minutes, I'll check all the relevant information to assist you.
03:46
Tnx
03:50
Can I assist you with anything else?
03:50
What ?
03:51
I have get any answer ?
03:51
Unfortunately, your cashback has expired.
03:52
My account was blocked, how was this expired ?
03:53
Please wait a moment.
03:53
Ok i will write to casino guru and ask gamblers
03:54
As the system shows, you received a cashback on 12.09.2024, on 13.09.2024 your account was unblocked, and on 15.9.2024 it has expired as the expiry period for it is 3 days.
03:55
Where i can see this by myself ?
03:56
Unfortunately, there is no option to see expired bonuses.
03:56
I deposited las week over 400€ and u tell i cant get any casback ?
Its more then last time
03:57
Kindly allow me a few more minutes.
03:58
As I can see, currently, you have collected all the cashback available for your account.
03:58
138€ since then if i got it "cashback"
03:59
20.09 to today its 332€
04:00
Deposits and withdrawals made from Monday to Thursday of the same week are not included in the cashback calculation.
Cashback is calculated based on the overall difference between losing and winning bets since the account was created, deducting any already credited cashback.
The cashback percentage depends on the overall loss difference:
* If the overall loss difference is less than €5100, the cashback percentage ranges 5%-12%.
* If the overall loss difference is more than €5100, the cashback percentage ranges 16%-28%. In this case, cashback is individually determined by the VIP department.
04:01
I will write to Casino Guru and AskGamblers, its totally scam
04:01
Can I assist you with anything else?
Royspins.net is scam casuno, doesn't win or dont cashback
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2 months ago
Dear Katakassu,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the issue you’ve experienced with Royspins Casino.
In order to assist you further, I kindly ask for additional details regarding your concern. Could you please clarify if the problem relates to uncredited cashback? Additionally, could you explain why you believe your account has been closed?
I will be patiently awaiting your response and look forward to resolving this matter for you.
Best regards,
Nick
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2 months ago
I blocked my account by myself 7 days. Any 25€ cashback in 12.09 i didnt get.
Also even if i deposit, still cant any cashback. Everytime different story, very hard to win also
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2 months ago
I blocked my account 6.09 and they opened my account 13.09. I logged in same day. There wasnt any cashback, i even contact with support and they said i dont have any cashback. Now they says that i got it 12.09. No i didnt, thats why i blocked my account again 13.09 and they opened my account 20.09 which day i deposited 332€. On 6.09 i deposited136€.
No mather what,how much i deposit, i cant get any cashback at all. Also if i deposit i have to play 3x my deposit amount. Everytime if i almost get so far, suprisly no games don't give any wins. I have deposited very very very much in royspins casino. Many many many thousands, but "no luck" all most everytime, i think this casino scams players.
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2 months ago
Dear Katakassu,
Can you please advise why did you close your account? Did the casino specify why can't you have a cash-back?
Meanwhile, please forward your deposit, withdrawal and bonus history to nikolas.b@casino.guru for further review.
Looking forward to your answer.
Regards,
Nick
