Royspins Casino - El saldo del jugador se retiene después del cierre de la cuenta.

After closing my account due to gambling addiction, they closed it immediately. Up to that point, everything was fine, but they kept the money that was in my balance and are not responding to emails or chat messages.

Después de cerrar mi cuenta por ludopatía, la cierran en el acto. Hasta ahí todo ok, pero se quedan el dinero que había en mi balance, no contestan ni email ni chat

Hello jesusmoral1987,

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 when was your account definitely closed? How much was your real money balance when it got closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was closed last Saturday. I told them that I wanted the money from my balance and that I did not agree with them operating without a license. They answered me but I don't have my money. They are approximately 130e, I need them.

La cuenta se cerró el sábado pasado. Les indiqué que quería el dinero de mi balance y que no estaba de acuerdo con que operen sin licencia. Me respondieron pero no tengo mi dinero. Son aproximadamente 130e , los necesito.

It says they have sent the money, I still haven't received anything.

Dice que han enviado el dinero , sigo sin recibir nada.

Hello jesusmoral1987,

Please note that we recommend to wait 14 days for any kind of withdrawal. Let me know if it would take longer.

They are supposed to have sent the money a week ago. No other method takes that long. What a scam.

Se supone que ya han enviado el dinero desde una semana. Ningún método tarda tanto. Vaya estafa.

Hello jesusmoral1987,

It is our recommendation to every player in any casino. Please let me know if the payout would take longer. Until then, I can only recommend to wait.

Dear jesusmoral1987,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

The player has contacted us that the money has arrived from the casino.

Dear jesusmoral1987, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru