Royspins Casino - El retiro del jugador se ha retrasado y la cuenta se ha bloqueado.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Subject: Feedback on verification and payout

Dear Ms. Katarina,

I'm contacting you because I've been playing at Royspins for quite some time now and have made numerous deposits and withdrawals without any problems. My account has always been fully verified – my bank cards, ID, and proof of residence were accepted some time ago.

Now that I want to withdraw a larger amount or have made a larger profit, additional documents have suddenly been requested – even though my payment method hasn't changed. Of course, I've already submitted these documents, too.

I would like to emphasize that my account was already fully verified and I've never experienced any issues with withdrawals. Therefore, I hope my request will be handled promptly and fairly.

Thank you in advance for your support.

Best regards

[Kariim R*******]

[Username: K****** R***** - E-mail: s***********@******.com at Royspins]

Betreff: Rückmeldung zur Verifizierung und Auszahlung

Sehr geehrte Frau Katarina,

ich wende mich an Sie, da ich bereits seit längerer Zeit bei Royspins spiele und bisher zahlreiche Ein- und Auszahlungen problemlos durchgeführt habe. Mein Account war stets vollständig verifiziert – meine Bankkarten, mein Ausweis sowie die Wohnsitzbestätigung wurden schon vor längerer Zeit akzeptiert.

Nun, da ich einen höheren Betrag auszahlen lassen möchte bzw. einen höheren Gewinn erzielt habe, wurden plötzlich zusätzliche Dokumente angefordert – obwohl sich an meiner Zahlungsmethode nichts geändert hat. Auch diese Unterlagen habe ich selbstverständlich bereits eingereicht.

Ich möchte betonen, dass mein Konto bereits vollständig verifiziert war und bisher nie Probleme bei Auszahlungen aufgetreten sind. Daher hoffe ich auf eine zeitnahe und faire Bearbeitung meines Anliegens.

Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

[Kariim R*******]

[Username: K****** R***** - E-mail: s*********@******.com bei Royspins]

Hello,

First and foremost, let me mention that sometimes, less is more. You have provided a very large amount of screenshots, as well as tens of back-to-back messages in the thread, even if you were not asked to, and it was not your turn to answer. It is always best to clearly state the point that you want to make, and support it with relevant evidence, without unnecessary information in between. This helps everyone involved get a clear picture and also helps with a faster resolution of the complaint. You can not expect an answer in a timely manner after spamming the thread like this.

Please refrain from sharing personal information in this public thread to protect yourself from potential online scams. For your privacy, I have removed your previously posted personal details. Please exercise caution when posting in the future.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes communications with the casino support via live chat or emails.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello

I sent you two emails.

In the first email from Royspins Casino you can see that they are asking for documents asking whether I bought PaySafeCards with my bank account. If so, I should send a PDF or screenshot.

I have proven that the money was withdrawn from my bank account with two PDF files.

In the second email I sent you, you see that the Casino Royspins question has suddenly changed 100%. Now you're suddenly saying that I've broken the rules by possibly having multiple accounts!

That's nonsense! Please ask the casino how long I've had this account? I've made more than 40 deposits and only 3 or 4 withdrawals. How is it possible that it wasn't a problem back then, but now there's suddenly a problem with multiple accounts?

I assure you Casino Royspins can't prove anything!

The only thing you can say is, maybe my brother once logged into his casino account on the same PC and played.

I request Casino Royspins all documents in which it shows exactly that there are two accounts with email: **********@*******.com

Username: K********* R*******

If you can't prove it, which you never can, you have to pay 100% of my winnings.

Thank you very much

K****** R*******

Hallo

ich habe Ihnen zwei Emails gesendet.

Im erste Email vom Royspins Casino sehen Sie, das sie Dokumente verlangen ob ich PaySafeCards mit meine BankKonto gekauft habe wenn ja ich soll PDF oder Screenshot schicken.

Ich habe bewiesen dass das Geld von meinem Bankkonto abgezogen ist mit zwei PDF Daten.

Im zweiten Emails die ich Ihnen geschickt habe sehen Sie plötzlich wurde Casino Royspins Frage zu 100% verändert, jetzt sagen Sie auf einmal Ich habe gegen die Regeln gestossen in dem ich Möglicherweise mehrere Account habe!

Das ist ein Quatsch! Bitte Fragen Sie Casino seit wann besitze ich diese Account? Ich habe mehr als 40 Einzahlungen gemacht, nur 3 bis 4 Auszahlungen. Wie ist es möglich das es damals keine Problem war jetzt plötzlich eine Problem mit mehrere Account ist?

Ich versichere Ihnen Casino Royspins kann nix beweisen!

das einzige was Sie sagen können ist, vielleicht mein Bruder ein mal seine Casino Account auf dem selben PC angemeldet hat und gespielt hat.

Ich verlange Casino Royspins alle Dokumenten in dem es genau zeigt das es zwei Account mit E-Mail: ***********@*******.com

Username: K********* R*******

gibt wenn Sie nicht beweisen können, was sie nie können müssen Sie meine Gewinne zu 100% zahlen.

Besten Dank

K****** R*******

Hallo

das ist meine aller Letzte Email an Royspins Casino.

Subject: Request for Evidence Regarding Alleged Violation – Account: K******* R*********

Dear RoySpins Security Team,

I hereby formally request that you provide me with all data, documents, and specific evidence that allegedly show I have violated your terms and conditions.

In particular, I demand clear proof that a second account has been created or used under my name Kariim Rasuli and my email address ***********@*******.com.

To be absolutely clear:

I have only one account, fully verified with my personal ID and banking details.

The above-mentioned email address (*********@***********.com) belongs 100% to me and has been linked to my Apple ID for many years.

It is possible that family members in our household have used the same shared home computer to log into their own verified RoySpins accounts – each with their own ID and payment details. However, this does not constitute a violation, as each person has acted independently using their own data.

I request that you provide the following within 5 business days:

Specific evidence that a second account exists under my identity.

IP or device information that led to your conclusion.

A written explanation of how exactly I allegedly violated your Terms and Conditions.

Unless you are able to present clear and verifiable proof, I consider the blocking of my account and the withholding of my winnings as arbitrary and unjustified. Should this situation not be resolved appropriately, I reserve the right to take further action, including contacting gambling regulatory authorities and public consumer complaint platforms.

I kindly ask for your written reply within the stated timeframe.

Best regards,

K******* R********

Username: K********

Email: ***********@******.com

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Please refrain from sharing personal information in this public thread to protect yourself from potential online scams. Including your name, email, player ID and so on. Thank you for your understanding.

Thank you for your great support.

I also hope that my problem will be solved soon with your support.

Thank you very much

Danke Ihnen für Ihre grossartige Unterstützung.

Ich hoffe auch das meine Problem bald mit Ihre Unterstützung gelöst wird.

Besten Dank

Hello simarasuli1211, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Royspins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you very much for your feedback and support in my case.

I hereby confirm that I am happy to cooperate with you and await the statement and evidence from RoySpins.

As mentioned above, I only have one verified account under my name. I look forward to a fair solution.

Best regards

Hallo Matej,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung in meinem Fall.

Ich bestätige hiermit, dass ich mit Ihnen gerne zusammenarbeite und warte auf die Stellungnahme und Nachweise von RoySpins.

Wie bereits erwähnt, habe ich nur einen verifizierten Account unter meinem Namen. Ich freue mich auf eine faire Lösung.

Mit freundlichen Grüßen

Dear All,

Thank you for your patience and for inviting us to participate in the discussion regarding this case.

Following a thorough investigation of the account activity, we have identified a serious violation of the Terms and Conditions, which has led to the permanent closure of the gaming account.

As per the rules clearly stated on the RoySpins website, all users are required to adhere to the following:

• Only one account is allowed per person, household, address (postal or IP), email address, or any shared environment.

• Only personal payment methods may be used. Use of third-party payment methods is strictly prohibited.

• Bonus offers may not be used across multiple accounts associated with the same household or address.

The system detected multiple accounts registered from the same address, under different names and with varying verification details. This made it more difficult for our automated systems to detect duplicates immediately.

When a recent withdrawal request was submitted, our internal fraud prevention protocol was triggered due to the use of the weekly bonus offer across several accounts linked to the same household. This is a direct violation of the bonus policy and duplicate account policy.

Terms and conditions:

3. Your Account

3.2 Account must be registered in Customer own, correct, name and personal details and it shall only be issued once for Customer and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services.

3.2 Bonus abuse is treated as ‘fraud’ in these Terms and Conditions of RoySpins. Bonus abuse includes, but is not limited to, opening of multiple accounts in order to take advantage of additional benefits or bonuses of RoySpins. Behaviour like this is not tolerated at RoySpins and will be appropriately reacted upon.

4. Deposits

4.6 The Customer shall only use payment methods that are issued lawfully and belong to the Customer.

Dear RoySpins and Casino Guru,

I find RoySpins’ statement quite unreasonable. According to what you have written, my family members who live in the same household as me — with the same address — apparently have no right to open their own verified casino accounts. This is simply unfair.

I cannot be held responsible for the fact that my son has his own RoySpins account, which is fully verified with his own ID and his own bank details. In fact, I was the one who recommended your casino to him, and we have both been playing at RoySpins for a long time without any problems.

If this was truly an issue, you should have informed us from the very beginning. Now it seems that you only decided to ban our accounts after my recent winnings. It is strange that after more than 40 deposits on my account, suddenly I am accused of breaking your rules.

Regarding your statement that "only personal payment methods may be used" and that "the use of third-party payment methods is strictly prohibited" — I want to clearly state that I have 100% always deposited using my own money and my own payment method.

You have my verified bank details. If I had ever made a deposit using someone else’s bank or payment method, you would have blocked my account a long time ago.

It is simply unreasonable to bring up this rule in my case. I have been playing online casinos for decades, and I know this rule very well. I have never deposited through a third party.

If you claim that I have used a third-party payment method, then please show the evidence. If you have no such evidence, this point is invalid and has nothing to do with my case.

If you wish to keep my account banned — as you already have — that is your decision. But then you must either:

Refund all my deposits (over 40 transactions), or

Pay out my most recent winnings.

Otherwise, it is simply not fair, and it appears to me that you are just using this as an excuse to keep my winnings.

Finally, I want to make it absolutely clear that I have only ever registered one account at RoySpins using my real name and my personal email address, which has belonged to me 100% for many years and is even linked to my Apple ID.

If you claim that there is another account registered with the exact same name and email address as mine, then please provide proof of this.

I have not violated any of your rules or terms — you are simply assuming that I did, without any valid evidence.

Once again, I want to clearly state: Under my name there is only one account — mine.

I also want to make it clear that I have never used any bonus offers across multiple accounts. In fact, I have received very few, if any, bonuses on my account. I have always played exclusively with my own deposited funds, never with bonus money on my account.

Freundliche Grüsse

I would like to thank both parties for further explanation. I have e-mailed the casino asking for evidence of multiple accounts and third party payment usage. Once I receive the response, I will post an update here, to keep everyone up to date with the state of the complaint.

Dear Matej,

We have sent additional information to your email address.

I have requested further information from the casino, and am waiting for the reply, before advising further steps.

Dear simarasuli1211, before closing the accounts, please allow for mediation, as there is a possibility to clear any confusion and find a way how to proceed further to everyone's satisfaction. If nothing can be done, we can deal with account closure at any point later on, as that is the simplest thing to do.

Dear Matej,

Thank you very much for your message and for your fair and professional approach. I fully agree with your suggestion to conduct mediation before any account closure. I appreciate the opportunity to clarify all details and work together to find a solution that is fair for everyone involved.

I am ready to provide any further information or clarification needed and I am confident that this process will help resolve the situation regarding my account in a transparent and reasonable way.

Thank you again for your support and cooperation.

Kind regards

Dear Matej,

Kindly check your email for additional information.

Dear simarasuli1211, thank you for the additional information. I have requested evidence from the casino, and will post an update as soon as I receive it.

Dear Matej,

We will contact you by email with additional information.

Dear Matej,

An email with the details has been sent to you. We look forward to your reply.

Thank you Royspins Casino team for the message. I have requested further evidence, as the one presented was inconclusive. Thank you.

Dear Matej,

Thank you very much for carefully reviewing this case. I also kindly ask RoySpins to provide full and transparent evidence. I want to emphasize again that in my household there has only ever been one active account – mine.

Kind regards

Dear Matej,

We are awaiting your response to our last email. Thank you.

I would like to thank the Royspins Casino for the continued cooperation, and simarasuli1211 for being patient while the mediation is in progress. I believe with the next response from the casino, I will be able to bring this issue to a close.

Dear Matej,

Thank you for your email. We have sent you our reply and kindly ask you to review it. Thank you.

I would like to thank the Royspins Casino for cooperation and looking into this matter for us.

Dear simarasuli1211, I have received data evidence from the casino containing proof of all three accounts being used on the same device. At Casino Guru, we do not mind if more players log in and play from the same household, but we can't approve using the same device. This is simply because it is impossible to prove whether it is multiple real users playing, or one person playing from multiple accounts. And since we can't prove the first, and the latter is prohibited by T&C of every casino, unfortunately there is nothing I can do to help you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and 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.