The player from Germany requested self-exclusion. However, the casino allowed him to reopen his account. The player didn't save the self-exclusion request, therefore we weren't able to assist further.
Royspins Casino - Player's asking for a deposit refund.
Amount: €2,000
Royspins Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
10 months ago
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10 months ago
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Hello Guro team
Please help me to get my deposits back, I had this casino blocked on May 28th, 2023 at 1:42 am because of gambling addiction, which also happened....
Now I came back to the casino site and the account was open again without restrictions...in my addiction I deposited a total of €2000 and of course lost it.
I then contacted the casino and politely asked me to refund my money after the announcement of my gambling addiction on May 28th, otherwise the blocks will not help!
Can also forward the email traffic to you!
I understand something else by responsible gaming, thought casinos also have a duty of care towards players who have already come out as gambling addicts!
Greeting
AMGE55
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10 months ago
Dear AMGE55,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
"Standby or cool-off periods / Self exclusion
If you believe that playing games might affect your life in a negative way, we at RoySpins are able to help you. We provide you with the ability to exclude yourself from playing on our site for various periods of time. 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). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department). You will not be able to access the games and/or services of RoySpins. Once you ask for a self-exclusion period, you have to close all tables at which you are playing and log out from your account. Once you have done that, the time out or self-exclusion period will begin. You will not be able to deposit or withdrawal and make inter-account transfers with your RoySpins account. Furthermore, you will not receive any marketing emails or newsletters from RoySpins after your cool off period has been initiated. It is important for RoySpins to receive information about your reasons as to why limit your account. The staff members of RoySpins have been trained in social responsibility and are trained to deal with compulsive gambling behaviour. They are always there to assist you with personal aid or guidance as to where you should go to find further help. If RoySpins recognises that gambling can cause serious financial harm to the Customer it reserves the right to close the players account in order to help overcome any addiction thereof."
Could you please confirm that you followed the instructions listed here? Would you be so kind as to forward me your self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here.
If there is any other relevant communication between you and the casino, please forward it as well.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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10 months ago
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Hello Kristina
here is a response to a user responsible gaming....reached out to chat for closure due to gambling addiction which also happened i was not told to send an extra email again....!
As suggested by the casino, this is how I did it!
We take responsible gaming seriously and are constantly working to improve our player protection measures. Customers can set account restrictions with just one click in their player lobby. Alternatively, they can arrange for account closure or restriction by contacting our live chat support!
Here is the email that the account was closed on May 28th, 2023, how can it be that I was able to deposit €2000 again on June 6th, 2023!
Dear Reiner,
As we can see, on 05/28/2023 01:42:29 you wrote in chat that you wanted to close your account, to which the operator blocked your account and informed you:
Unfortunately, support cannot set any locks and/or restrictions for more than a week.
To have your RoySpins account restricted, excluded, and/or blocked, you must send an email to security@royspins.com with your name, last name, cell phone number, the reason for the restriction/exclusion/blocking of your account and the desired time period.
If your account has not yet been verified, we ask that you attach an identification document to the email in order to add it to the user file in question.
respectfully,
Roy Spin's Security Department
but contradicts the statement see above Alternative!
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10 months ago
Thank you for your reply, AMGE55. I clearly see that the casino inform you that your account was closed and if you wish to self-exclude you must send an email. If you requested a simple account closure, the casino did nothing wrong by reopening it.
Do I understand correctly that you have not requested self-exclusion via email and you do not have any proof that you informed the casino about your gambling problem?
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10 months ago
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Hello
As you can see, I had the account closed on May 28th due to gambling addiction in live chat because of gambling addiction...which was also communicated...
According to the statement one has the possibility to do this by mail or alternatively in live chat….
Please read my previous post again and you will see...
Mean I applied for self-exclusion and reopened on 6/6.....?
Then the casino should prove that I applied for it...did I send the casino an email or how did I open the account again, did I open a new one or how should I understand that....
What does CLOSED mean to you that it is not closed?
Greeting
AMGE55
Greeting
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10 months ago
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Christina
If it takes 7 days to get an answer again, I ask you to hand the case over to Tomas....since he has already helped me more...and he tries harder to be objective....
I have to say from what I read that I did everything wrong, even though the closure was confirmed!
Believe me it's hard enough to live with this addiction or to come out!
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10 months ago
Please note that this is not a live chat, and I will decide how to proceed with this complaint. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible.
I would 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).
Unless you provide evidence confirming you requested self-exclusion due to gambling addiction following the casino's instructions, we are not able to help you with the refund.
If you currently have access to your casino account, my only recommendation would be to send a new self-exclusion request in which you clearly inform the casino about your problem and ask for a permanent self-exclusion.
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10 months ago
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then please the casino should send proof for the reopening....if they send this I accept that and the money should be gone.....
Unfortunately I don't get any answers from the casino!
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10 months ago
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Dear Reiner,
Thank you for your patience.
We don't have a letter asking you to unlock your account because you didn't write one.
As you already know from our previous correspondence, the support service does not have the ability to block a customer's account for more than 7 days. Therefore, your account was automatically unblocked.
respectfully,
Roy Spin's Security Department
PS: Close it in live chat because of gambling problem and because I didn't send it by email it was automatically unblocked after 7 days....that's called fraudulent deception....because you actually feel safe to be banned....
Player protection none!!!!!
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10 months ago
Could you please advise if you currently have access to your account? Have you already sent another self-exclusion request as I suggested?
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10 months ago
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Account has been blocked twice since June 6th, 2023 and I have no access
greeting
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10 months ago
Well, in that case, there is not much more we could do for you. Again, I recommend that you always follow the instructions stated in the Responsible Gambling section, and always keep proof that you requested self-exclusion.
Please understand, that it is very difficult for us to proceed with this case without supporting evidence and we are not in a position to help you request a refund of your deposits. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.
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