The player from North Rhine-Westphalia had made a €91 deposit at Roy Spins Casino which had not been credited to his account despite evidence of a successful transaction. The player had reported unsatisfactory responses from the casino. We had advised the player to contact his bank and wait for a month as the investigation of the transaction could take time. The casino had stated they were unable to locate the deposit due to an exceptionally rare instance of a transaction getting stuck between the player's bank and their third-party payment provider. The casino had provided the player with instructions to reclaim his funds through his bank and compensated him for the inconvenience. After almost 3 months, the player confirmed he had received his deposit back. Consequently, the complaint was marked as 'resolved'.
Royspins Casino - Player's deposit not reflected in account.
Amount: €91
Royspins Casino
Safety Index:HighCase closed
RESOLVED
Case summary
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.
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
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.
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.
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.
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.
Dear ragner69,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
Hello everyone,
Following extensive analysis and in-depth investigation by our payment system provider, regrettably, we were unable to locate the deposit referenced by the customer.
This is an exceptionally rare instance where a transaction has stuck between the customer's bank and our third-party payment provider.
Currently, we have provided the customer with detailed instructions on how to reclaim their funds through their bank. The process isn't overly complicated, and the bank should be receptive to refunding the customer's money.
We deeply apologize for any inconvenience caused by this situation, and we have already provided compensation to the customer. Rest assured, we will be implementing additional procedures primarily on the side of our payment system providers to prevent such occurrences in the future.
Ragner69, have there been any updates from your bank regarding the refund?
Looking forward to your reply.
Best regards,
RoySpins Team
Hello,
So far there is nothing new and my bank has forwarded the complaint to the MasterCard provider and I have to be patient!!! Although the transaction was almost a month ago now.
One thing is certain for me, I will NEVER deposit at Royspins casino in the future.
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?
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.
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.
Dear ragner69,
I am confident that this matter will be resolved. I am extending the timer. Please inform me of any updates.
Hello Joseph,
Nothing new so far.
ragner69
Dear ragner69,
Have you tried contacting them to inquire about the current situation?
Hello Joseph,
I have finally received the money I deposited after almost 3 months. Firstly, I thank you for your help and secondly, I will definitely not deposit another cent at Royspins and will have my account closed permanently. That is already clear to me.
The case can be closed.
Regards ragner69.
Hello everyone,
We want to express our deepest apologies for this inconvenience. While the issue is not entirely within our control and involves bank processing delays, such situations are an unfortunate reality when it comes to payment processing systems.
Nevertheless, we take accountability for the matter and are committed to ensuring it doesn't repeat.
Ragner69, we genuinely hope you'll grant us another chance in the future.
Thank you everyone for your patience and understanding.
Best regards,
RoySpins
Hello Joseph,
I already mentioned that the case can be closed, I received the money from Royspins casino.
Regards ragner69.
Dear ragner69,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
