Royspins Casino - Player's winnings confiscated and account blocked.

Hello!

I would like to inform you about a problem I am experiencing with Royspins casino.

Recently, the casino confiscated $800 from my funds and blocked my account, claiming that I had violated their rules.

However, I strongly disagree with these accusations and would like to clarify the situation.

My account was only intended for personal use. When registering, I provided my personal information, including a photo of my passport, a photo of my bank account, and proof of identity via Skype.

Only I have access to this account, and I have not shared my login information with anyone else.

On April 19th, I submitted an official complaint following the casino's rules, but unfortunately, the casino has not changed its decision.

I believe that I have not violated any terms and conditions and have not engaged in any fraudulent activities.

Could you please help me with this matter? I would appreciate it if you could assist me in recovering the $800 that was taken from my account. Thank you for your attention to this matter.

Dear Tigranyan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Guru,

I recently registered - on March 14, 2024 and I played only in a live casino (liveblackjack).

The verification of my account was successful and all my winnings have been accumulated without any bonuses. Correspondence with Royspins Casino has been sent to petronela.k@casino.guru.

Thank you for your attention.

Best regards,

Thank you very much, Tigranyan, 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.  

Dear Tigranyan,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hey, all.

We received a report from the gaming platform that this client was employing a card-counting strategy to gain an advantage in Evolution's BlackJack games. This strategy is a well-known method used by fraudulent groups to profit, which led us to initiate a video verification of the client to confirm the identity of the actual player.

During the identity verification, the client was able to effortlessly answer questions about his personal information, his deposit method, and the amount. However, when asked about the rules of blackjack, the client responded with "don't remember," citing a language barrier. This is considered a valid reason, as explaining game rules in a non-native language can indeed pose a challenge. Therefore, simpler questions were asked in the client's native language (Armenian, with picture cards) that required straightforward and unequivocal answers.

1. Question: What is the value of the "queen" card in blackjack?

The client confidently answered "3." This is incorrect, as the queen, like the jack and king, counts as 10 points.

2. Question: What is the value of the "ace" card in blackjack? 1, 5, or 10?

The client's response was "10." It appears that the client was trying to guess the most logically correct answer. However, this is also incorrect, as the ace can count as either 1 or 11, depending on which results in a more favorable combination.

Given that these questions are basic for anyone who has played blackjack, and considering that the gaming platform specifically reported this client, it indicates that he should be an experienced player. The client also confirmed that he played blackjack alone without any assistance. Thus, it is evident that a professional was playing using both a scheme and the identity of this person. For these reasons, the client's account was blocked, and his balance was confiscated.

We discussed the issue of refunding the last deposit since there was a clear attempt to deceive the casino. We concluded that returning it would likely lead to the professional registering a new identity and attempting the same scheme again, this time prepared for the video verification questions. Therefore, we decided not to return the deposit to the client.

We hope this explanation helps.

Dear Tigranyan,

since you don't refuse the mentioned call, can you confirm the casino's story, or should we require evidence to support their claim? Could you explain how you could win without knowing the answer to their questions? Please note that it must be you using your account, and considering all available information, it is highly unlikely that you could make a profit without understanding any of the blackjack rules.