Royspins Casino - Jugador solicita reembolso tras complicaciones en la cuenta.

Dear Team,

I will explain here the whole matter.

The day 16th of November I registered myself in the mentioned Platform and after verified through the system my docs in 5 minutes I started to deposit. I deposited in several transactions of 750€ for a relevant amount, but I lost. I contacted the chat in order to have information whether there was possibility to set a limit as I felt not to be in control of the emotions and I set a limit of 7 days which should have expired the day 30th of November. So far so good.

The day 20th of November I contacted the chat live because I wanted to play again but it was told me that it was impossible to remove the block or anticipate it for the safety of the players and to contact directly the Security Department.

I contacted them and after very few hours, after said I wanted to set 3 days instead of 7 days of limit, they easily unblocked me being aware (considering the amount deposited before in a very short time frame that there was maybe some danger for the player). The day 20th it was then possible to me to deposit again in 6 transactions for a total of 5,998.00€ in less than a hour and they went lost. I then asked to permanently close the account.

i contacted the department yesterday because I request to have the refund of the 5,998.00€ deposited (please notice, not the deposits of Saturday 16th) because I should not have been blocked as according to terms and conditions, if you are blocked you cannot be unblocked even requesting it to be compliant with the responsible gaming safety for the player. They disappeared and never replied to my email and of course, the chat live, that days ago was saying they could not unblock me, now says that they don’t have informations and to contact the Sec Department.

It is the first time I see possible to unblock before someone who auto blocked himself for his safety.

That is not very legal and it does not shows a reputable and reliable safety for the players in terms of a very delicate problems.

you can request them information as I have no additional email as I deleted them being very nervous for that.

Dear ricmastrangelo,

Thank you very much for submitting your complaint. I'm truly sorry to hear about the issue you’ve encountered. To better understand your situation and assist you effectively, I’d like to ask a few questions for clarification.

• Could you please specify what type of limit you set on your account and how you set it?
• Am I correct in understanding that you don’t have any evidence of requesting responsible gaming limits in this casino?

Please note that without evidence that you informed the casino about your gambling addiction or requested self-exclusion, we will not be able to proceed with the investigation. Our complaint resolution process follows specific steps that players need to adhere to, and one of the key steps is gathering as much evidence as possible to support your claim when we approach the casino on your behalf.

You can learn more about our complaint resolution procedure here.

I hope you can provide us with the necessary details and documentation so we can move forward. Thank you in advance for your cooperation.

Best regards,

Veronika

On Saturday 16th November, after having deposited several transactions of €750 for a significant amount and having lost, I excluded myself from the "limits" section for 7 days (so I should have remained blocked until 23rd November).

on Wednesday 20 November I wrote in the live chat without being able to log in because I was blocked and asked to continue playing and they told me that, for my safety, this was not possible BUT THAT I COULD CONTACT THE SECURITY DEPARTMENT TO ASK FOR AN EXCEPTION. So, after sending an email, I was unblocked at 16:36 on Wednesday and deposited 6 transactions for a total of €5,998 which were lost. If the block had not been removed before the natural expiration I would not have been able to deposit and play.

At the moment I have proof of payments made and furthermore I do not know how to demonstrate that I was excluded since I did not receive any email confirming this exclusion.

but i have the transactions made on november 20th in a short time and other documents that i can't upload here. can you send me an email to send everything?

Il giorno sabato 16 novembre, dopo aver depositato diverse transazioni di 750€ per un importo consistente e aver perso, mi autoescludo per 7 giorni dalla sezione "limiti" (quindi sarei dovuto rimanere bloccato fino al giorno 23 novembre).

nella giornata di mercoledì 20 novembre scrivo nella chat live senza potermi loggare in quanto ero bloccato e chiedevo di poter continuare a giocare e loro mi hanno detto che, per la mia sicurezza, ciò non era possibile MA CHE AVREI POTUTO CONTATTARE IL SECURITY DEPARTMENT PER CHIEDERE UNA ECCEZIONE. Così, dopo una mail mandata, vengo sbloccato alle 16.36 di mercoledì e deposito 6 transazioni per un totale di 5.998€ che vengono persi. Se il blocco non fosse stato rimosso prima della naturale scadenza non avrei potuto depositare e giocare.

mal momento possiedo le prove d’Eli pagamenti effettuati ed inoltre non saprei come dimostrare che fossi escluso non avendo ricevuto alcuna mail di conferma di questa esclusione.

possiedo però le transazioni effettuate il giorno 20 novembre in poco tempo e altri documenti che non riesco ad uploadare qui. Mi potete mandare una mail per inviare tutto?

The Security Department of course disappeared and it is 2 days that they simply ignore my emails.

Today I asked the chatlive to provide me the transcript of the chat with them of the 16th of November and to tell me when my account was created and when I requested the exclusion for 7 days and they say that "they don’t have these infirnation". That’s really sad because the responsible gambling it should treat as a serious matter and not a way to abuse of people with some difficulties!

they unblocked 4 days before the expiry and they simply said "play responsibly". Sorry but In a casino should not be possible to unblock an auto exclusion before it’s natural end. Otherwise let’s be honest that the responsible gaming is just a word to say.

I expect you at least to investigate with them because they don’t want to provide me with the proof that my account was set to be blocked for 7 days by me and unblocked anyways just because I asked 4 days in advance.

Hello. Any news?

The casino is not responding to my email sent last week.

they disappeared

Salve. Ci sono novità?

Il casino non risponde alla mia mail inviata la scorsa settimana.

sono scomparsi

At the time I set the 7 day play limit (this was on November 16th in the early afternoon) my account should not and could not be unlocked in any way before 7 days.

The casino, however, exploiting my vulnerability (if they set a limit of 7 days it is precisely to protect themselves) reopened the account after 4 days and this caused me to lose €5,998 in deposits which, according to the rules, good faith and responsible gaming, should never have happened given that the account should have been automatically unlocked on November 23 and not on the 20, after my request by email.

This is really worrying because it is just a way for the casino to appear compliant with responsible gaming but, in reality, they exploit the weaknesses and psychology of players in a sneaky and illegal way.

I am requesting a refund.

Furthermore, I would like to point out, as already stated, that I rightly lost the deposits made on November 16th and I am not claiming them because the casino was not yet aware of the problem and the fact that I wanted to exclude myself. However, those of the 20th, yes, because on the 16th, after having compulsively and rapidly lost a large sum after several withdrawals, I excluded myself.

Nel momento in cui ho imposto il limite al gioco di 7 giorni (questo avveniva il giorno 16 novembre nelle prime ore del pomeriggio) il mio account non sarebbe dovuto e potuto essere sbloccato in nessun modo prima dei 7 giorni.

Il casino, invece, sfruttando la mia vulnerabilità (se si pone un limite di 7 giorni è proprio per salvaguardarsi) ha riaperto l’account dopo 4 giorni e questo mi ha provocato la perdita di 5.998€ di depositi che, per regolamento, buona fede e gioco responsabile, non sarebbero mai dovuto accadere dato che l’account sarebbe dovuto essere sbloccato automaticamente il giorno 23 novembre e non il giorno 20, dopo una mia richiesta per mail.

Questo è realmente preoccupante perchè è solo un modo per il casino di apparire compliant con il gioco responsabile ma, in realtà, sfruttano le fragilità e la psicologia giocatori in maniera subdola e non legale.

chiedo un intervento di rimborso.

Inoltre, ci tengo a precisare, come già detto, che i depositi avvenuti il giorno 16 novembre li ho persi giustamente e non li reclami perché il casino non era ancora a conoscenza del problema e del fatto che volessi escludermi. Però, quelli del 20 si, perché il 16, dopo aver perso in maniera compulsiva e rapida una ingente somma dopo diversi prelievi, mi sono escluso.

Could you please confirm that this is the limit you requested to be set in your account?

Please forward me the email you sent to security@royspins.com when you wanted your account to be unlocked before the 7-day limit expires along with the casino's reply.

Good morning!

yes, that is exactly the screen I am referring to. I had set a 7 day limit on Saturday, November 16th in the afternoon.

Unfortunately, and I feel really frustrated and stupid, I deleted the conversations with the casino after I lost everything because I didn't want to read anything that would remind me of the money I lost. I tried to recover the deleted emails from the trash but Gmail said they were deleted from my servers. I feel very guilty because only later did I realize what was happening.

Look, I have a problem with gambling and so in that moment of extreme fragility, when I lost everything, I felt really bad and the first thing I did was ask in live chat for a permanent block and delete everything that could remind me of the experience.

I later asked the casino and live chat to resend me a copy of that request but they disappeared.

I speak in good faith, and in addition to the financial damage I now also have to deal with the frustration of having deleted that email that could have been my lifeline.

Please ask the casino for that email because they have everything and maybe they will send it to you.

When I realized I could contact casino guru I started to keep all the emails. If you give me your email I can send you the screenshots of the subsequent requests sent by email to the casino where I asked the reasons why they had unblocked me before along with all the screenshots of the payments.

it's true, i don't have that email but i'm giving you precise details to investigate.

I will tell you the exact details again so you can verify them, I hope.

Saturday, November 16: I make more than 8 deposits of €750 in a short time as I lose. On the afternoon of November 16, after 2 pm, I activate the 7-day block.

On Tuesday 19th November I wrote to the chat in the afternoon asking to unblock me and they told me that to protect me they couldn't do it because it was an automatic limit that would have been unblocked and that I would have had to write to . I write him an email on the evening of November 19th.

Wednesday, November 20th.

I received this reply email at 07.36 in the morning telling me that after 8 hours they would have unblocked me.

at 3.36pm, exactly 8 hours later, I contacted the live chat to ask why they hadn't unblocked me yet and they told me that the account had been unblocked at that moment.

Right after 4pm I make a first deposit of €750.

From 7.30pm to 9pm I make more deposits for a final total of €5,998 and I lose everything.

I am giving you exact times of conversations. Please get that email from the casino, I have all the payments made with the dates I am referring to.

I'm telling the truth and I'm really destroyed because I shouldn't have played that €5,998 and they didn't protect me.

In the past, as you can see, I have always produced valid and truthful complaints.

I'm doing it this time too.

if you send me an email I will send you all the screenshots of the payments and conversations with the live chat and the email in which I ask the casino to explain to me why they had unblocked me in the previous email, and to none of these did they give me any more answers.

I trust in your help, please ask the casino to confirm what I'm saying with the times. They have that email from 07.36 am on November 20th where they unblocked me

Buongiorno!

si, quella è esattamente la schermata a cui mi riferisco. Avevo impostato un limite di 7 giorni sabato 16 novembre nel pomeriggio.

Purtroppo, e mi sento davvero frustrato e stupido, ho cancellato le conversazioni col casino dopo aver perso tutto perché non volevo più leggere nulla che mi riportasse ai soldi persi. Ho provato a recuperare le email cancellate dal cestino ma Gmail ha detto che sono state cancellate dai miei server. Mi sento molto in colpa perché solo in un secondo momento ho realizzato ciò che stava succedendo.

Guardi, ho un problema col gioco e quindi in quel momento di estrema fragilità, quando ho perso tutto, mi sono sentito davvero male e la prima cosa che ho fatto è stata chiedere in chat live il blocco definitivo e cancellare tutto che potesse ricordarmi l’esperienza.

successivamente ho chiesto al casino e alla chat live di mandarmi nuovamente una copia di quella richiesta ma sono spariti.

Io parlo in buona fede, e oltre al danno economico ora devo affrontare anche la frustrazione di aver eliminato quella mail che poteva essere la mia ancora di salvezza.

Vi prego, chiedete al casino quella mail perché loro hanno tutto e forse a voi la manderanno.

Quando ho realizzato che potevo contattare casino guru ho iniziato a mantenere tutte le mail. Se mi date una vostra mail vi posso mandare gli screenshot delle successive richieste inviate per mail al casino dove chiedevo i motivi per i quali mi avevano sbloccato prima insieme a tutti gli screenshot dei pagamenti.

è vero, non ho quella mail ma vi sto fornendo dei dettagli precisi per indagare.

Vi dirò nuovamente dei dettagli precisi in modo che possiate verificarli, spero.

sabato 16 novembre: faccio più di 8 depositi da 750€ in poco tempo man mano che perdevo. Nel pomeriggio del 16 novembre, dopo le 14, attivo il blocco 7 giorni.

Martedi 19 novembre scrivo alla chat nel pomeriggio chiedendo di sbloccarmi e mi dicono che per salvaguardarmi non potevano farlo perché era un limite automatico che si sarebbe sbloccato e che avrei dovuto scrivere a security@royspin. Gli scrivo una mail in serata del 19 novembre.

mercoledi 20 novembre.

ricevo questa mail di risposta alle 07.36 di mattina in cui mi dicono che dopo 8 ore mi avrebbero sbloccato.

alle 15.36, esattamente dopo 8 ore contatto la chat live per chiedere perché non mi avessero ancora sbloccato e mi dicono che l’account era stato sbloccato in quel momento.

Subito dopo le 16.00 faccio un primo deposito di 750€.

dalle 19.30 alle 21.00 faccio altri depositi per un totale finale di 5.998€ e perdo tutto.

vi sto dando degli orari precisi delle conversazioni. Vi prego di farvi dare quella mail dal casino, io ho tutti i pagamenti effettuati con le date a cui mi riferisco.

sto dicendo il vero e sono davvero distrutto perché quei 5.998€ non li avrei dovuti giocare e loro non mi hanno protetto.

In passato, come potete vedere, ho sempre prodotto dei reclami validi e veritieri.

Anche questa volta lo sto facendo.

se mi girate una mail vi mando tutti gli screenshot dei pagamenti e delle conversazioni con la chat live e la mail in cui chiedo al casino di spiegarmi perché mi avevano sbloccato nella mail precedente, e a nessuna di queste mi hanno più dato risposte.

Confido in un vostro aiuto, vi prego di chiedere al casino conferma di ciò che sto dicendo con gli orari. Loro hanno quella mail delle 07.36 am del 20 novembre in cui mi sbloccavano

It's true! People with this problem are seen in a negative light but it's not fair.

I lost over 15,000 in total at that casino. And yes, I have a gambling problem but I am also rational.

While I can't ask for the first deposits back because the casino didn't know about my problem and I hadn't put any blocks yet, the last €5,998 is different.

The casino unblocked me earlier even though I was aware of the 7 day limit, only because I had asked to unblock myself earlier and that I wanted to put a 3 day block instead of 7.

and this is bad faith because they unblocked me saying, we'll unblock you but try to think about the way you play and reflect, give yourself limits or breaks if you think that the game is a problem.

It's absurd, they unblocked me knowing about my problem.

Please, please investigate and ask him for confirmation. I'm telling the truth and the fact that he has a gambling problem doesn't mean that we should take advantage of it because we are vulnerable people but still human beings who should be protected and not made fun of on our fragilities

È vero! Le persone con questo problema vengono viste in maniera negativa ma non è giusto.

ho perso più di 15.000 in totale in quel casinò. Ed è vero, ho un problema con il gioco ma sono anche razionale.

mentre i primi Depositi non posso chiederli indietro perché il casino non sapeva del mio problema e non avevo messo ancora blocchi, gli ultimi 5,998€ è diverso.

Il casino mi ha sbloccato precedentemente pur consapevole del limite a 7 giorni, solo perché avevo chiesto di sbloccarmi prima e che avrei voluto mettere un blocco a 3 giorni invece che 7.

e questa è malafede perché loro mi hanno sbloccato dicendo, ti sblocchiamo però cerca di ragionare sul modo in cui giochi e riflettere datti dei limiti o delle pause se pensi che il gioco sia un problema.

è assurdo, mi hanno sbloccato sapendo del mio problema.

Vi prego, vi prego indagate e chiedetegli conferma. Sto dicendo il vero è il fatto che abbia un problema col gioco non significa che bisogna approfittarne perché siamo persone vulnerabili ma comunque esseri umani che dovrebbero essere cautelati e non presi in giro sulle nostre fragilità

these are the payments, made on November 20, and collected by them on November 21 that I am referring to.

I must have been blocked because I was blocked on November 16th

questi sono i pagamenti, effettuati il 20 novembre, e incassati da loro il 21 novembre a cui mi riferisco.

io dovevo essere bloccato perché mi ero bloccato il 16 novembre

I have tried to provide you with everything I have.

I hope you can help me because it is not right to be made fun of in this way. This does not respect the rules of responsible gaming.

I know you can ask for that email and they can confirm it if you put them in this chat.

I only ask for justice

Ho provato a fornirvi tutto in mio possesso.

Spero che possiate aiutarmi perché non è giusto essere presi in giro in questa maniera. Questo non rispetta le regole del gioco responsabile.

So che potete chiedere quella email e loro possono confermarlo se li mettete in questa chat.

chiedo solo giustizia

Despite the fact I told them the security is disappeared since a week, they continue to ignore my legit RFI. That’s disgusting

I am noticing, in other users reviews that there have been issues regarding accounts not being blocked after request.

In my case the account was blocked for 7 days but reopened very easily after 4 days.

Please help me get my €5,998.00 back

This is really unfair. The account was blocked and should not have been reopened just because I asked. If someone has a problem, that's what the limit is for. Right?

Sto notando, nelle recensioni di altri utenti che ci sono stati problemi attinenti ai conti non bloccati dopo richiesta.

Nel mio caso il conto era bloccato per 7 giorni ma riaperto con grande facilità dopo 4 giorni.

Per favore aiutatemi a riavere i 5,998.00€

È davvero scorretto tutto ciò. Il conto era bloccato e non doveva essere riaperto solo perché lo chiedevo. Se uno ha un problema il limite serve proprio a quello. No?

That’s gross.

They admitted my account was blocked but it was possible to unblock.

If I blocked it after lost 9k in deposits it was because ad addiction and in a first moment they said it could not be unblocked and now they say that it was possible. That’s very unfair and illegal.

if I put a limit of 7 days, YOU CANT UNBLOCK ME BEFORE.

please help me, this 5,998.00€ should be refunded

I would like to highlight that my concern is because, according to terms and conditions but, also to the nature of the block, a block set by the User should not be have any modification before the natural expiration even if the user requests.

because let’s not forget that the block it is created to help players to control themselves so if a User set a limit it means that he is somehow preventing a problem.

if you unblock it it means you want to take advantage of that.

And for this reason I did not invented and requested all the deposits but only the deposits happened after I set my block because the account should not have been unblocked before the 7 days set

I have tried to communicate with them with no reply anymore.

I simply said that, given the fact that there was the logo of Casino Guru on the website and that responsible gaming options were available I felt safe and guaranteed.

if I see an option to select 1-3-7 days and I select 7 it means that I feel the need to block myself (and we both and they know that this measure is available to avoid problems for people who have some issue or think they may have). Otherwise the possibility of self exclusion would not have any reason of existing given the fact that the account is personal so the only reason to self exclude ourselves for a player is because needs a block as he cannot stop.

that said, if I set a limit, you Casino, understand that something is wrong, even more after you see how much I deposited that day.

and then, I contact you during my exclusion asking to unblock me and you, that should keep blocked the account for other 3 days, simply unblock. Is like giving the keys of a car to someone drunk just because the person said "I didn’t drink".

i seriously hope to fix this because I’m thinking to contact also third party arbitrary because as I said, I’m not being acting unfairly. I accepted the deposits lost during the first day I registered because no any block was available but I request the refund of the deposits of the 20th because theoretically those deposits and games should not be considered legally valid as simply a self exclusion has been respected by the casino. And once again, in many casino it was never possible to reopen before an account self excluded.

i kindly ask you to help me because I’m sure you know that this is a very serious issue.

Thank you for your replies and for providing the additional screenshots. Unfortunately, we have reached an impasse in your case.

The limit you set on your account did not explicitly indicate that you wished to block your account due to gambling addiction. Cooling-off measures are designed to provide players with a temporary pause from gambling and do not inherently signify an issue with addiction.

Please understand that as mediators, we require clear evidence that you explicitly mentioned gambling addiction when requesting the limit or account closure. This evidence is crucial to prove that the casino failed to uphold its responsible gambling obligations. Without communication from both you and the casino's Security department, it is unclear whether the casino assessed your well-being or if you disclosed gambling problems when requesting your account's reopening after only three days.

Since you have not provided sufficient evidence to support your claims, I must close this complaint.

We regret that we could not assist you further in this matter. If you encounter any issues with this or another casino in the future, please do not hesitate to contact us.

Thank you for your understanding.

Best regards,

Veronika