Royspins Casino - Player's account has not been closed.

I requested to have my account closed on December 1st, but it was not done. I ended up losing a lot of money.

Dear sylviaslb,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Do I understand correctly that you still have access to your casino account? Was the sole reason for the account closure that you didn't wish to spend more money there? If there is any other relevant communication between you and the casino, please forward it to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I've closed the account. They replied that the mail I sent didn't go to the right place.

But when they send a message, there's a mail I sent it to.

They say it wasn't that one. I'll send the reply

Thank you for your reply, sylviaslb. Do I understand correctly that you contacted the correct email address later and your account was closed based on this request? How much time has passed since you sent the message to the correct email address until your account was closed?

Yes. If you wanted to close your account, it's because you didn't want to play anymore.

I had already spent so much money

Dear Sylvia and Kristina,

We would like to kindly clarify that the email address the client used to contact us is an automated mailbox designed solely for sending notifications. This address is not monitored and cannot receive incoming messages.

The client can either set a self-exclusion on their account independently or contact our Support Team via email at support@royspins.com to request an account block.

When sending an email we kindly ask that the message is clear and specifically addresses the matter at hand. This is particularly important for requests related to account closure or gambling concerns.

We would also like to confirm that, the client’s account has been blocked.

Kind regards,

RoySpins Casino Team

Hello everyone,

Thank you both for your replies.

Dear sylviaslb,

As your account was closed after contacting the correct email address, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru