Royspins Casino - Player's repeated requests for account closure have been ignored.

At the end of May 2023, for the first time, I requested that my gaming account be permanently closed due to gambling addiction. On August 3, 2023, I made another request to close my gaming account, but it was not implemented until September 26, 2023. During that time, I lost several thousand euros. This wouldn't have happened if they had closed it as soon as I asked. I have sent multiple emails on this matter (security@royspins.com).

Can I get the lost money back?

Dear santtuk, 

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 a gambling problem). 

Could you please advise if you specified the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi,

In every shutdown request, I gave the reason as gaming addiction, but nothing happened for many months. A lot of money would have been saved if they had closed at the first request.

Thank you very much, santtuk, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I'm currently sorting it out with Casino. The disputed amount is 1160e, not 4000e. It is related to some other casino.

Hi santtuk,

Could you please provide more information about the current status of the problem?

Royspins claims that they have not received an email from me, even though I have provided them with the evidence. Most recently, on August 3, 2023, I sent them a message asking to close the game account due to game addiction. 26.9. however, I was able to deposit 244 euros. I have asked them to refund the money but it has not happened yet.

Casino claims that the fault is on my end, that the message has not been sent correctly. That is not true. I didn't receive any notification that the delivery of the message had failed.

Good day, everyone, 

Our license holder is reviewing this case as well, and we will provide information similar to what has been shared with them.

On September 26th, we got the first letter about the client's addiction. In that letter, the client referenced an email sent on August 3rd, but we're unsure why we didn't receive it. Most likely, the reason for not sending and receiving the letter correctly is due to the email settings to which the client no longer has access. However, we received his "reply" to his own letter dated 3 August, which was not received on 26 September, and the account was blocked immediately after.

The case has escalated due to the following rules in our Terms and Conditions and Responsible Gambling section: 

"After sending a request to block Your account to security@royspins.com, please make sure You get a confirmation email back. Sometimes emails might be stuck in Spam, if You haven’t received a confirmation email from security@royspins.com, please contact our Support Department.

When the Customer sends an email to support@royspins.com or security@royspins.com, the Customer must 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. This procedure is even more relevant when the matter is regarding account closure or gambling problems." 

We use a Google email platform and do not experience any issues with it from our end. We receive emails without any technical errors on a daily basis; therefore, we assume that the error on 3rd August happened on the customer's end. 

Nonetheless, after a secondary review of the case, we have initiated a refund of the total deposit amount, 244 euros, made after August 3rd. 

Mistakes can happen, but we kindly request the client to exercise caution when sending letters or notifications in similar circumstances to avoid such situations in the future.

Hope this information helps! 

Best regards, 

RoySpins Team

Royspins wrote: "Probably the reason the letter was sent and received incorrectly is due to email settings that the customer no longer has access to. However, we received his 'reply' to his own letter dated August 3rd, which was not received on September 26th, and the account was closed immediately thereafter."

My answer: I do have access to my e-mail, but in the summer I had to delete messages to save space, and because of that I have no proof of the self-blocking requests sent in the summer. There is nothing wrong with my email. Outlook e-mail and I didn't receive an error message about the message sent on August 3, 2023! That is, it has been sent on 3 August 2023 to the address security@royspins.com

"However, after a secondary review of the case, we have initiated a refund of the total amount of the deposit, 244 euros, made after August 3."

So you will return 244e? Please ask me for a new account number, because the account number where the previous withdrawals went has changed.

"Errors can happen, but we ask the customer to be careful when sending letters or notices in similar circumstances to avoid such situations in the future."

Thank you for returning at least part of my losses, but I have not done anything wrong in this matter. According to the instructions, I sent the email to the correct address.

This thread can be closed as soon as the 244e is returned to me.

244e returned to the account. The investigation can be stopped because I don't have those older emails saved. Thank you to Royspins casino for returning at least some of what belonged to me. However, your way of blaming customers for your own mistakes is quite unreasonable in my opinion.

Dear santtuk,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue was at least partially resolved. Without sufficient evidence, we would be unable to request a further refund from the casino. 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