The player from Belgium had attempted to withdraw €200 but the transaction had been cancelled due to a security check despite prior verification. The withdrawal had been returned to the player's balance and had been mistakenly spent on autospins. The player's request for a refund had been refused. We had concluded that since the funds had been returned to the player's account and subsequently lost during gameplay, the casino typically wouldn't have provided a refund. Hence, the complaint had been rejected.
Royspins Casino - Player's withdrawal was cancelled and the refund refused.
Amount: €200
Royspins Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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1 month ago
Hello, i've treied to withdraw the 200 amount, but it was canseled due to security check when i already had all my information confirmed 6 months ago, so i uploaded the pictures they where asking of my bank card and did the withdraw again, in that time they put the withdraw back again to the balance witch i thout was the money i won and autospins ate the balance, ive asked for the refund they refuse plus the comunication is wery pour
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1 month ago
Dear karolism24,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Has the money been returned to your casino balance right after your withdrawal request was canceled due to a verification request?
Do I understand correctly that you lost all the money playing and your account balance is now zero?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Yes, that is correct at first they removed the money from the gaming account then at some point after they canceled it they returned it to the gaming account while the game was on autospins
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3 weeks ago
I'm sorry to hear about your experience with the withdrawal cancellation. It's understandably frustrating.
In such situations, it's important to stay vigilant about your account balance, especially when playing with auto spins. As the casino returned the funds to your account, they were considered available for use.
Regarding refunds, unfortunately, since the funds were returned to you and subsequently lost during gameplay, the casino typically wouldn't provide a refund. Moreover, the casino may require additional verification as part of its standard procedures.
I understand this may not be the resolution you were hoping for, but I recommend being more cautious with your account balance in the future to avoid similar situations.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
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