The player from North Rhine-Westphalia made a €91 deposit at Roy Spins Casino which has not been credited to their account despite evidence of a successful transaction, and responses from the casino have been unsatisfactory.
Royspins Casino - Player's deposit not reflected in account.
Amount: €91
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 opened
Current status
Waiting for player to reply
5d 21h 19m 56s
Case summary
yesterday
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1 month ago
Translation
I made a deposit of €91 at Roy Spins Casino on 27/02/2024 using a MasterCard, and up till now, the money has not been credited to my account. This is despite having provided a bank statement showing that the money was deducted from my current account and the transaction was successfully carried out on 29/02.
Furthermore, my bank confirmed to me that Roy Spins Casino accepted the money on 29/02.
I have contacted the casino on multiple occasions, yet I keep being told the same thing, that my case is being investigated. Up to now, nothing has happened, which is why I am reaching out to you for help.
I will provide the proof.
Sincerely,
ragner69.
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1 month ago
Dear ragner69,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you already did. We understand investigating why the transaction wasn't credited is a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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1 month ago
Translation
Hello Thomas,
According to my bank, the casino received the money on February 29th and I have it in writing.
Therefore, I don't understand why it isn't credited to my account.
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1 month ago
I fully understand your frustration, ragner69. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 14 days to allow one full month for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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1 month ago
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Hello,
Royspins informed me that the transaction cannot be located, in other words. The transaction was lost!!!, although my bank informed me in writing that Royspins was on February 29th. received the money.
I've made so many deposits with Mastercard and at so many different casinos, but something like that has never happened to me that the money just disappears like that. For me, Royspins Casino is absolutely not reputable and not credible.
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1 month ago
Thank you very much, ragner69, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Dear ragner69,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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3 weeks ago
Dear ragner69,
I am sorry to hear about this. Please be aware that this error was not on the part of the casino team but rather on the part of the payment providers. I also see the fact that the casino team compensated you as a positive outcome. Now, it is up to the payment providers. Is there anything I can assist you with?
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2 weeks ago
Dear ragner69,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
Translation
Hello, Josef,
The fact is, the casino received the money from my bank and I provided the proof, and so far the money has not been credited to me. Instead, I received 25 euros in compensation and I deposited 91 euros!!!.
The money can't just disappear like that, I don't understand that.
My bank is working on it and I haven't received an update yet.
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1 week ago
Dear ragner69,
I am confident that this matter will be resolved. I am extending the timer. Please inform me of any updates.
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yesterday
Dear ragner69,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
ragner69 has 5d 21h 19m 56s to reply
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