The player from Greece expressed concerns about the casino's lack of regulation and transparency, stating that despite making multiple deposits, they had not received a bonus and believed the RTP was not activated. The Complaints Team explained that bonuses were at the casino's discretion and could not be compelled, and without additional evidence regarding the RTP, no further action could be taken. The complaint was ultimately rejected due to the player's lack of response to requests for more information.
Royspins Casino - Player complains about unregulated casino practices.
Amount: €2,000
Royspins Casino
Safety Index:HighSafety Index
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8.6
Royspins Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
The casino needs to be regulated just like other casinos that are not licensed in countries like Greece. I have deposited so much money and have not received even a 100 euro bonus. They never activate the RTP; it's always shut.
Automatic translation:
Public
Public
4 months ago
Dear Tsaka,
Thank you very much for submitting your complaint. I understand how disappointing it can be when no bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation to not award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't compel the casino to give you this bonus or penalize it for refusing to grant it to you.
Regarding the RTP, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP):
https://casino.guru/learn-about-games-of-chance-rtp-variance
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina
