RoyalSpinz Casino - A retirada do jogador foi adiada.

A refund was requested on May 12 (not the first refund requested) and I have no answers. I send them a multitude of massive emails and I do not receive a response, I get in touch through the chat and the only thing they tell me is that they are very sorry and that I have to wait. The maximum term to approve an application is 5 business days according to what they indicate. I am really afraid of not receiving my money.

Se solicito un reintegro el dia 12 de mayo (no es el primer reintegro solicitado) y no tengo respuestas. Les envio multitud de mails massivos y no recibo respuesta, me pongo en contacto a traves del chat y lo unico que me dicen es que lo sienten mucho y que tengo que esperar. El plazo maximo para aprobar una solicitud es de 5 dias habiles segun lo que indican ellos. Tengo realmente miedo de no recibir mi dinero.

Dear Adri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have accumulated your winnings with or without an active bonus? Do I understand correctly that your withdrawal is still pending inside the account without being processed? Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, the accumulated winnings are without bonus, I only play with real money. There is the pending withdrawal within the raw account, and when I speak through the chat sometimes they tell me that it is approved and sometimes they tell me that it is not (that is what does not seem logical to me). The payment method he chose was bank transfer. The first withdrawal I requested was approved in 5 days and on the sixth day I had the money in my account, and this time it is taking much longer. I don't trust them the truth.

Buenas, el acumulado de ganancias es sin bono, solo juego con dinero real. Esta el retiro pendiente dentro de la cuenta sin procesar, y cuando hablo por el chat a veces me dicen que esta aprobado y a veces me dicen que no (eso es lo que no me parece logico). El metodo de pago que escogi fue transferencia. La primera retirada que solicite se aprobo en 5 dias y al sexto dia tenia el dinero en mi cuenta, y esta vez se esta demorando mucho mas. No me fio de ellos la verdad.

Thank you very much, Adri, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Adri!

I will take care of your complaint from now on. I would like to invite RoyalSpinz Casino's representatives into this complaint's thread in order to provide us with an explanation of the withdrawal process.

Hello All,

Thank you for reaching out to us.

Firstly we would like to apologize for any inconvenience that this delay may have caused Adria.

We wanted to let you know that the funds with the sum of 450.10 Euros have been paid earlier today.

As a guide, once the casino pays the withdrawal, it goes through an intermediary bank(s) and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account. This processing time is out of the casino’s control – these are 3rd party timelines.

Thank you for your patience and cooperation, should you need further assistance or have any questions, please let us know.

Kind regards

Royal Spinz Casino 

Good morning, I will be waiting to receive the money but at least I see that since May 12 the application has been approved. I have another request pending now and I hope I don't have to resort to mobilizing heaven and earth for a withdrawal request to be approved. I understand that the maximum term is 5 business days and I hope that this second application will be approved within these terms. Thanks

Buenos dias, estare a la espera de recibir el dinero pero al menos veo que desde el dia 12 de mayo se ha aprobado la solicitud. Tengo otra solicitud pendiente ahora y espero no tener que recurrir a mobilizar cielo y tierra para que se apruebe una solicitud de retiro. Entiendo que el plazo maximo son 5 dias habiles y espero que esta segunda solicitud se apruebe en en estos plazos. Gracias

Hello Adri!

I am delighted to see a positive movement within your case, please let us know, when you'll receive the withdrawal. I will set the timer for 7 days for you.

Hello Adri!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.