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.