The player from Poland had won 35000 euros on Royspins Casino under a duplicate account. Despite having made multiple deposits and withdrawals without issues previously, the casino had informed him that multiple accounts were against their rules, refunded 100 euros, and blocked the account. He argued that because he had been allowed to make deposits and withdrawals in the past, the casino had tacitly accepted his duplicated account. We had informed the player that the casino could not have known it was a duplicate account until the verification process had begun. As the casino had followed their terms and conditions, we were forced to reject the complaint.
Royspins Casino - Player's winnings are being confiscated due to duplicate account.
Amount: €100
Royspins Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Hello, today I won 35000euros on Royspins casino, I have to say this is my duplicate account, I was not informed this wasn't allowed because over the past year, I made multiple deposits and multiple withdrawals and I was not informed anything, today they informed me that it's against their rules to have multiple accounts gave me my 100euros back and blocked my account (I have to say that I lost way way more close to 10000euros in this duplicate account) I have tried to talk with them but they are not answering me, my lawyer said because I did more then one deposit and withdrawal and they didn't stop me immediately they agreed to terms that my account will be duplicated, and they have to gime me my winnings. Can you help me?
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6 months ago
Hello kasparasmakarovas85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royspins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When exactly did you create your first account and when the second one? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Hello, my account was fully verified on January 6th. I accumulated my winnings with real money. First account I created was 2023-07-21 the second one January 6th 2024. I spoke to the casino last time yesterday, they just sent me that they blocked my account, and haven't answered me since.
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6 months ago
Hello kasparasmakarovas85,
Please keep in mind that no player is ever allowed to create multiple accounts at any condition.
Also unless you begin the verification process, the casino could not know it is a duplicate account . In such cases, the player is eligible for the last deposit but there is no possibility to refund any other lost balance and the account must be closed by the casino.
As the casino did everything according to their terms and conditions, we will be forced to close the complaint unless there isn't anything else we could assist you with.
Please let me know.
Regards,
Nick
