Royspins Casino - Player’s self-exclusion is not being honored.

Hi Team,

I requested a net work wide self exclusion from PLEDOO its sister casino and it was never followed as I was able to play off the same information and same name on this website. I’ve contacted both royspins as well as pledoo. Pledoo confirmed the self exclusion however royspins won’t reply to me and keeps asking me for kyc when all I want is a refund.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royspins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the confirmation about the extent of the self-exclusion you received from Pledoo Casino?
• Did Royspins Casino close your account shortly after you informed them about your gambling problems?
• My email is tomas@casino.guru

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,

Tomas

Hi Tomas,

the self exclusion from pledoo was supposed to be net work side and they never even replied anymore. They are ignoring me both sides. Royspins keeps asking me for id’s and stuff because they know it’s actually true but don’t want to refund me I feel scared to provide my ids and sensitive inf

See forwarded emails

Thanks for the support btw tomas I hear that your really good at what you do!

Hi, this is the one case I’m really worried about as they stopped replying because they know it’s wrong but don’t want to refund me. This is really ruining a lot for me I need my refund… please help

Thanks for your emails.

Unfortunately from our point of view, there is no expectation the self-exclusion in Pledoo ought to extend to your account in Roy Spins. Without proof of such obligation, we are unable to reach the same conclusion as you.

Curaçao-licensed casinos are not obligated to extend self-exclusion to other brands unless they specify this possibility in their terms and conditions, responsible gambling section, or self-exclusion confirmation.

Without it, our concern is whether after you informed Roy Spins Casino about your gambling problems, your player's account was promptly closed.

• Have you informed Roy Spins Casino directly about a gambling problem? When exactly?
• Could you please share your communication with Roy Spins Casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hi, I sent it in now. I did specify that and also pledoo specified that it would be network wide. Can you please contact the casino and ask them? As they are not replying ever since asking for ids and information because they know I’m supposed to be net work wide excluded.

Hi!

Dear sati725,

I appreciate your patience

Please note that the casino can ask you to complete verification when requesting withdrawal and before any refund is processed.

• Please let me know whether you provided any documents to the casino already.
• Could you please advise whether you informed the casino of your gambling problems separately?
• Is your account in the casino blocked?

Hi, I have not provided any more documentation, do you recomend that I should? I did specify do them my problems yes. And I am unsure about that.

Hi can u contact the casino please

Dear sati725,

Once verification is requested, we generally recommend cooperating with the casino to complete it.

Please let me know about any news regarding your refund request and the status of your verification.

I'll await news from you.

Okay, I asked them if I send in everything will they help because they don’t even reply anymore lol…

They didn’t reply… to that

Dear sati725,

• Kindly provide your recent communication with Royspins Casino regarding the verification of your account and your initial communication with Royspins Casino regarding the self-exclusion and refund request. Include the responses from the casino as well.
• Could you please list which documents you provided to the casino altogether and when you submitted them?
• My email is tomas@casino.guru

Hi Tomas,

• I’ve sent it over.
• I submitted my id + bank statement as verification.
• I’ve forwarded everything over however nothing has been done yet as of today.

They didn’t honour what they said and I sent the verification for no reason as they never gave me any refund… can u pls contact them boss

Hi, have you had a chance to talk to them?

Dear sati725,

I went over the communication you provided again, and while you seem to have asked for a network-wide self-exclusion, Pledoo Casino only confirmed your account with them is blocked.

Keep in mind we explained to you on multiple occasions that self-exclusion is applied to associated brands only under specific circumstances, if at all. Curacao-licensed casinos are not obligated to grant such requests.

Roy Spins Casino communicated with you regarding the account verification only, based on the evidence you provided, and didn't seem to agree to a refund in any meaningful way.

Could you please confirm your account in Roy Spins is blocked?

I confirm that it is blocked from what I know, and that’s what I was told by pledoo when I did the exclusion sir!

Dear sati725,

I am sorry if there is any misunderstanding.

Your Royspins Casino account and its closure should be confirmed by Royspins Casino exclusively. No previous communication you submitted from Pledoo is relevant to our RoySpins casino issue.

Kindly try logging into your casino account and let me know about the result. Share a screenshot if your account is currently blocked and let me know if your account is still accessible for further assistance.

Hi, they literally confirmed on pledoo its net workk wide how is that fair? Thats what there own network said… please try to talk to the casino for me.

Dear all,

We have noticed that the discussion has been ongoing for quite some time, and we would like to step in to provide clarification.

The player's account is currently blocked. Please be informed that the RoySpins project does not have the capability to prevent a client’s registration or block an account prior to registration. Additionally, it is not possible to block clients on other projects.

As outlined in the Terms and Conditions:

3.13. RoySpins Security department cannot set any blocks and/or restrictions on users account in other online casinos.

3.14. RoySpins Security department cannot set any blocks and/or restrictions on users account that isn't registered on royspins.com

We appreciate your understanding on this matter.

Kind regards,

RoySpins Casino Team

Hi,

then how can your sister casinos do the same? As I can’t make an account on any of them. Can you guys stop trying to cover your own selves and accept responsibility and refund me already.

Thanks both parties for the reply.

Dear sati725,

Once again, Pledoo Casino didn't respond affirmatively about any issue other than your account closure in their casino. As Roy Spins Casino representative explains in its response the expectation in the industry in Curacao-based casinos only your account in that specific casino would be closed.

After careful consideration, we are rejecting the complaint.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.