Royspins Casino - El depósito del jugador se ha retrasado.

On April 1st I made a deposit by transfer and as of today it is not in my balance. Now they are asking me to wait three more days. I request that they return it to me; I no longer want to gamble.

El 1 abril hice un deposito por transferencia y a la fecha de hoy no esta en mi saldo ahira me piden tres dias mas de espera ya solicito que me lo devuelvan ya no quiero apostar.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it's a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I'm sorry that we couldn't be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Attila

I am not a Zengo payment provider; my money has left my account and is in the cloud.

Let's not start with the idea that I'm the one who has to talk to whoever my bank told me they've given me the money; here's the proof.

Yo no zengo proveedor de pago mi dinero ha salido de mi cuenta y esta en la nube

No empecemos que tengo que ser yo el.que tienen que hablar con no se quien mi.banco me ha dicho.que ha dalifo el dinero, ahí tienen e l justificantes

They want to leave it open for a month and I can't wait a month for my money back.

Un.mes quieren dejarla abierta y no puedo esperar un mes a que me devuelvan mi dinero

I'll be without my money for a month and then they'll force me to play.

Vamos un mes me quedo sin mi dinero un mes y luego me obligarán a juga

Dear jotam1976,

Thank you very much for your reply. I'm afraid I will need more information regarding your problem. Could you please elaborate? Are you experiencing issues with a deposit that was not credited to your casino account?

Thank you in advance for your response.

Best regards,

Attila

The problem is that I've been waiting since April 1st for a deposit I made on April 21st, and it still hasn't arrived. Twenty days later, it's still not there.

El problema es que desde el 1 de abril estoy esperando.un ingreso de un depósito que hice y a 21 de abril 20 dias después no esta

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Attached is a screenshot of the last email they sent me today, April 29th.

Adjunto pantallazo del último correo que me han enviado hoy 29 de abril

I just made a withdrawal and it hasn't been credited yet. It used to take 15 minutes, and now they say it can take 15 minutes, which smells fishy. Casino Guru won't let me file another complaint, so I'm posting this here. I expect the money to be credited immediately.

Acabo de hacer un retiro y aun no me lo han ingresado solían tardar 15 minutos y ahora dicen que pueden tardar 15 minutos ya me huele feo. Casino guru no me.permite otra queja por eso lo pongo aquí. Espro me ingresen el.dinero inmediatamente

I want to register on rgiaj but I don't want to lose that money, what can I do?

Quiero registrame n rgiaj pero no quiero perder ese dinero que puedo hacer

Response to the withdrawal of the 1000 euros

Respuesta al retiro de los 1000 euros

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

He will also be in charge of the 1000 euros

También se encargará de los 1000 euros

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Royspins Casino representative to join this conversation.

Dear Royspins Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Thank you, I would like to know if you will also take action regarding the withdrawal of the 1000 euros. Thank you.

Gracias quisiera saber si van actuar también sobre el retiro de los 1000 euros gracais

Thank you for your patience!

We would like to inform you that the client’s deposit is still under investigation. The Finance Team is currently cooperating with the payment provider in order to clarify the transaction status and locate the funds.

On 01.05.2026, the client made two withdrawal requests of €1,000 each. According to information received from the Finance Department, both transactions were processed successfully.

If the client insists that the funds have not been received, we kindly ask them to provide a full bank statement for the entire month via email for further verification.

Dear jotam1976,

Please provide the casino with the requested bank statement, and also forward it to miroslava.d@casino.guru for review.

Please note, bank statements need to be full, showing all transactions during the time period, and unedited as downloaded from the banking software.

Sent extract

Extracto mandado

On the other hand, they have had a deposit for a month and 10 days that they still haven't credited to my account. I want them to send me a statement from April 1st to the present, just as they are requesting one from me.

Por otro lado ellos llevan un mes y 10 dias con un deposito que aun no me lo han ingresado quiero que me manden extracto desde el.dia 1 de abril hasta la fecha igual.que ellos me lo piden a mi

Dear Royspins Casino,

Would you be able to provide us with an update, after the player provided the statement?

We will be also waiting for the information and evidence concerning the mentioned deposit. We would greatly appreciate it, if you could provide it as soon as it is possible.

Thank you for your patience and for the bank statement provided.

We are pleased to inform you that the case is progressing.

The payment provider has identified the deposit in the amount of EUR 100, and the funds will be returned to the customer’s payment account.

At the same time, we are currently clarifying the details regarding the withdrawal request with the Finance Department.

Thank you for the confirmation, Royspins Casino.

We will be waiting for other updates in the case.

Thank you for your cooperation.

Good morning

Since they say they've found the 100 euros, I have to wait another month for them to return it to me.

Greetings

Buenos días

Ya que dicen que han encontrado los 100 euros que tengo que esperar otro mes para que me lo devuelvan

Saludos

Hello,

Thank you for your patience while this matter is being reviewed.

As soon as we receive any updates or relevant information from the Finance Team, we will let you know.

Dear Royspins Casino,

We would greatly appreciate it if you could provide steps leading to resolution at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay, fine, give him 7 more days, but they have to pay me back the 100 euros. It's outrageous that they say they've found him and they haven't deposited the money.

Pero bueno vale que le.den 7 dias mas pero que me abonen los 100 euros. Es que es muy fuerte dicen que lo.han encontrado y no me lo ingresa

Now they tell me another department is handling it, but they won't give it back to me.

ahora me salen con esto que lo lleva otro departamento pero no me lo devuelven

It seems this casino doesn't care about anything. They confirmed the €100 and then refused to refund it, claiming they couldn't find something that didn't exist, and they didn't respond. I expect them to pay me my €1100 or remove their rating and mark them as very dangerous.

Parece que este casino le da igual todo confirmando los 100 euros y no lo devuelven no encuentra algo que no existe y no contestan espero que me paguen mis 1100 euros o les quitéis la valoración que tienen y pongáis de muy peligroso

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

But they don't even pay what they confirmed, the 100 euros, that's stealing.

Pero es que no pagan ni lo que han confirmado los 100 euros eso es robar

This is the second time they've extended it and they haven't refunded me the 100 euros; I think they don't want to cooperate.

Esta es la segunda vez que lo amplían y no me abonan los 100 euros creo que no quieren cooperar

Casino guru, could you tell me something?

Casino guru me podrían decir algo

Hello,

We are currently awaiting an update regarding when the deposit refund will be processed.

Thank you for your patience.

Sorry about the deposit and withdrawal process, it's infuriating.

Perdón del deposito y de la retirada es desesperante la desia

The casino will surely say on Monday that they've deposited the 100 euros and will go over the 1000 euros they owe me. It's been three months and they haven't proven anything.

Casino seguro que el.lunes dira que ha ingresado los 100 euros y pasará por encima de los 1000 euros q me tienen q ingresar lleva tres meses y no han demostrado nada

Dear Royspins Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide us with steps leading to resolution of the issue at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If they give them a deadline without responding, I don't see it as normal; they can't prove something that hasn't happened, like the refund of my 1000 euros.

Si le dan plazo sin que den respuesta no lo veo normal nompueden demostrar algo.que no ha ocurrido como.es el abono de mis 1000.euros

Casino, I ask you please not to prolong this any further. It's been almost a month trying to prove something they can't. If they want to steal from me, let everyone know so that no one bets at this casino.

Casino os pido por favor que no alargueis mas tiempo llevan cerca de un mes para demostrar algo que no pueden si quieren robarme que lo.sepa todo el mundo para que nadie apueste en este casino

Thank you for your patience.

The refund of the €100 deposit has been successfully processed.

Regarding the withdrawals:

• On 01.05.2026, two withdrawal requests of €1,000 each were processed.
• On 02.05.2026, an additional withdrawal of €1,000 was processed.

According to the information provided by the Finance Department, all transactions were processed successfully.

Transfer confirmations have been received from the payment provider and have been sent to the jotam1976.

If the funds have not been received, it is recommended to contact the bank and provide the transaction confirmations.

For two months I've had time to speak with the bank a thousand times and there's no record of any deposits other than one on May 1st and another on May 2nd. The receipts you've sent me are not credible. Your department says yes, my statement says no, I have proof. You say yes, pay me my 1000 euros or I expect you to receive the worst rating here and on any other ratings website. I'm not playing around, it's my money. If I have to sue you, I'll do it with DJOP as well. And how can I provide something that doesn't exist? Stop hiding behind fake paperwork and comply. I have forwarded the email to Miroslav

Durante dos.meses me ha dado tiempo hablar con el banco mil veces y no hay mas ingreso que uno el.1 de.mayo.y otro el dos de mayo los.justificantes que me habéis enviado no tienen credibilidad su departamento dice que si mi extracto dice que no yo tengo pruebas ustedes palabras paguenme mis 1000 euros o espero que os.ponga la.peor clasificación aquí y en cualquier otra web clasificadores no estoy jugando es.mi dinero si os tengo.que denuncia vía judicial lo haré ante DJOP tambien y como voy a proporcionar algo que no existe dejaros de esconderse entre papeleos falsos y cumplan. He remitido el.correo a Miroslav

How can they give us more time when what they've submitted are documents they wrote themselves? They've been laughing at us since May 1st, submitting scraps of paper they wrote themselves.

Como.le.dan mas tiempo tiempo si loque han presentado son unos escritos hechos por ellos se están riendo de nosotros desde 1.mayo presentado trozos de papel escrito por ellos

On the other hand, he turns on the documentation to Casino Guru, who is the one who has to see it.

Por toro lado enciende la documentación a casino guru que es la.que lo tiene que ver

On the other hand, send the documentation to Casino Guru, who is the one who should see and analyze it.

Por otro lado encien la documentación a casino guru quien es que debe de verla y analizarla

Dear jotam1976,

Please send me your full bank statement from 1.5. until now in original, unedited format, and also forward me official communication with the bank regarding the specific transactions, since you mentioned, you communicated with them.

Dear jotam1976,

Please try to obtain written communication from your bank regarding the transactions and forward it to my email. Please use the transaction numbers provided by the casino.

Thank you for your cooperation.

Dear jotam1976,

Please send me confirmation from your bank regarding all three of the withdrawals with their tracking numbers.

Thank you.

Sorry, I can only send you the receipts for two withdrawals; they haven't done the third one for me.

Perdón solo puedo enviarle los.justificantes dr dos retiros el tercero no me lo.han hecho

Please remember that my documents are official, not Excel spreadsheets like the ones from the casino.

Recordar que mis documentos son oficiales no son excel como.los del.casino

Dear jotam1976,

Please send me official communication with the bank with the third tracking number as previously requested. Please also include screen recording (video), that shows, how you are downloading the bank statement for the full month of May from your banking interface.

Please note your cooperation is needed for providing you assistance.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide all required evidence in the given time frame or don’t require any further assistance, we will reject the complaint.