Royspins Casino - Player requests refund after account mishandling.

Hello. I am addicted to gambling, and ever since I recognized this addiction, I have spent my life creating accounts in casinos and requesting self-exclusion to avoid falling into temptation.

In January of this year, I requested self-exclusion from this casino, but on 04-09-2024, I found myself drawn back into the addiction, and this casino allowed me to deposit €200 until I entered the chat again and requested the closure of my account. I noticed that the self-exclusion option for this casino only goes up to 7 days, which doesn't seem to be the most appropriate solution for someone with this addiction.

I need your help to request a refund of these €200 as the casino claims that the only exclusion request was made on 04-09-2024.

Hello cgouveia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royspins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you open a new account or the old was reopened? When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the initial request from January to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello, in January I made the self-exclusion request via the bookmaker's website so I don't have proof of the request. What I realized later is that the casino only does the self-exclusion for 7 days, and after that they reopen the account automatically. Is this correct practice on the part of the casino?

Hello cgouveia,

I've checked the casino how exactly the self-exclusion and account closure works.

Basically, the option you chose is not a self-exclusion and it only servers to pause your account for a limited time (can be seen on the screenshot as well):

If you read the responsible section of the casino, in case you wish to exclude your account for a longer period of time, you need to contact the casino e-mail support:

"We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@royspins.com. When sending an request to security@royspins.com, please make sure that this message is directly addressed and not a forward or carbon copy (cc)."

Unfortunately, I doubt there is any chance for a refund based on circumstances. It is clearly visible in the screenshot that it is not an exclusion and the maximum period is for 7 days only.

Please contact them on their e-mail support in order to properly request for a self-exclusion (be sure to mention that you have gambling issues/addiction).

I would advise to always contact primarily the casino e-mail support (found in the Responsible Gambling section), even if there is a possibility to exclude yourself manually directly within your casino account as it is the safest way to protect yourself.

Is there anything else we could assist you with?

Close the topic then, please

Hello cgouveia,

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Nick