Royspins Casino - Player requests refund after account complications.

Dear Team,

I will explain here the whole matter.

The day 16th of November I registered myself in the mentioned Platform and after verified through the system my docs in 5 minutes I started to deposit. I deposited in several transactions of 750€ for a relevant amount, but I lost. I contacted the chat in order to have information whether there was possibility to set a limit as I felt not to be in control of the emotions and I set a limit of 7 days which should have expired the day 30th of November. So far so good.

The day 20th of November I contacted the chat live because I wanted to play again but it was told me that it was impossible to remove the block or anticipate it for the safety of the players and to contact directly the Security Department.

I contacted them and after very few hours, after said I wanted to set 3 days instead of 7 days of limit, they easily unblocked me being aware (considering the amount deposited before in a very short time frame that there was maybe some danger for the player). The day 20th it was then possible to me to deposit again in 6 transactions for a total of 5,998.00€ in less than a hour and they went lost. I then asked to permanently close the account.

i contacted the department yesterday because I request to have the refund of the 5,998.00€ deposited (please notice, not the deposits of Saturday 16th) because I should not have been blocked as according to terms and conditions, if you are blocked you cannot be unblocked even requesting it to be compliant with the responsible gaming safety for the player. They disappeared and never replied to my email and of course, the chat live, that days ago was saying they could not unblock me, now says that they don’t have informations and to contact the Sec Department.

It is the first time I see possible to unblock before someone who auto blocked himself for his safety.

That is not very legal and it does not shows a reputable and reliable safety for the players in terms of a very delicate problems.

you can request them information as I have no additional email as I deleted them being very nervous for that.

Dear ricmastrangelo,

Thank you very much for submitting your complaint. I'm truly sorry to hear about the issue you’ve encountered. To better understand your situation and assist you effectively, I’d like to ask a few questions for clarification.

• Could you please specify what type of limit you set on your account and how you set it?
• Am I correct in understanding that you don’t have any evidence of requesting responsible gaming limits in this casino?

Please note that without evidence that you informed the casino about your gambling addiction or requested self-exclusion, we will not be able to proceed with the investigation. Our complaint resolution process follows specific steps that players need to adhere to, and one of the key steps is gathering as much evidence as possible to support your claim when we approach the casino on your behalf.

You can learn more about our complaint resolution procedure here.

I hope you can provide us with the necessary details and documentation so we can move forward. Thank you in advance for your cooperation.

Best regards,

Veronika