Royspins Casino - O jogador sente-se atraído a jogar após a “autoexclusão”.

I requested self-exclusion on RoySpins.

Not too long after, they allowed me to create another account. They realized it was a duplicate and that I was addicted to gambling, a fact confirmed by their support, yet they still let me deposit and spend over 3000€.

These 3000€ were spent on Blackjack on bets of 100€, I ALWAYS lost.

Now, even after self-exclusion, they keep sending messages and emails enticing me to play, informing me that I have cashback etc.

They are violating all regulations and are not responding to emails.

Pedi a autoexclusao no RoySpins.

Pouco tempo depois deixaram-me criar outra conta, perceberam que era duplicada e que estava viciado no jogo, foi confirmado pelo suporte, e mesmo assim, permitiram-me depositar e gastar mais de 3000 €.

Esses 3000 € foram gastos em Blackjack em apostas de 100€, perdi SEMPRE.

Agora, mesmo após autoexclusao estão sempre a enviar mensagens e e-mails a incitar-me a jogar, informando que tenho cashback etc.

Incumprem com toda a legislação e não respondem aos e-mails.

Dear Dezanove19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royspins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Are your original account and your new account blocked currently?
• Have you used a different email to register a new account in the casino?
• Have you used the same personal information in your profile for both accounts?
• If there is any relevant correspondence you received from the casino, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Yes, the accounts are blocked.

I used a different email.

I used exactly the same personal information and the same identification document. I carried out strict KYC with my identity card and sent bank statements, etc. at the request of RoySpins.

RoySpins accepted my identity verification, I deposited and spent more than €3000. After spending the money, I contacted support and asked why I didn't receive the advent bonus (campaign they currently have), they replied that I wasn't entitled to it because I had duplicate accounts….

In other words, they knew from the first moment that the account was duplicated and that he had a gambling addiction, which is why I asked for the first self-exclusion and they still allowed me to create a new account, pass KYC and deposit a lot of money.

The behavior of the game after deposit was unbelievable, I always lost all my money.

thanks.

Olá,

Sim, as contas estão bloqueadas.

utilizei um e-mail diferente.

utilizei exactamente as mesmas informações pessoais e o mesmo documento de identificação. Fiz um KYC rigoroso com o meu cartão de cidadão e enviei extractos bancários, etc a pedido da RoySpins.

a RoySpins aceitou a verificação da minha identidade, depositei e gastei mais de 3000 €. Depois de ter gasto o dinheiro, entrei em contacto com o suporte e perguntei porque não recebi o bónus do advento (campanha que têm actualmente), responderam que não tinha direito por ter contas duplicadas….

ou seja, sabiam desde o primeiro momento que a conta era duplicada e que tinha o vício do jogo, motivo pelo qual pedi a primeira autoexclusao e mesmo assim permitiram-me fazer nova conta, passar no KYC e depositar muito dinheiro.

o comportamento do jogo após depósito foi inacreditável, perdi sempre o dinheiro todo.

obrigado.

I completely understand your frustration.

Could you please send me your original request for a self-exclusion in the casino, and any supporting correspondence between you and the casino?

Please send this information to my email at tomas@casino.guru

Good afternoon Tomás,

I've already sent everything, there are dozens of emails, almost all of them from me, as RoySpins ignores them and doesn't respond.

You can see that when checking to deposit money, they responded within seconds.

After reading the emails from the first self-exclusion, I realize that after all they had already done the same to me and the loss is already more than 6000 euros after the self-exclusion request.

RoySpins repeatedly violates responsible gambling policies, knowing perfectly well that it is people, as it always checks them with the same documents, knows that they are sick and addicted and encourages them to deposit, making them lose everything.

the games clearly change after they become aware that they are compulsive players, we always lose.

Be careful with this site, it violates responsible gaming and has absolute control over the games.

Boa tarde Tomás,

Ja enviei tudo, são dezenas de e-mails, quase todos meus, pois a RoySpins ignora e não responde.

podes verificar que aquando da verificação para depositar dinheiro, respondiam em segundos.

após ler os e-mails da primeira autoexclusao, verifico que afinal já me tinham feito o mesmo e o prejuízo já vai em mais de 6000 euros após pedido de autoexclusao.

a RoySpins viola reiteradamente as políticas de jogo responsável, sabendo perfeitamente que são as pessoas, pois verifica-as sempre com os mesmos documentos, sabe que estão doentes e viciados e impulsiona as a depositar, fazendo-as perder tudo.

os jogos mudam claramente após terem conhecimento de que são jogadores compulsivos, perdemos sempre.

cuidado com este site, viola o jogo responsável e tem o controlo absoluto sobre os jogos.

I continue to receive messages from RoySpins to play.

They still don't give me my money back.

This is absolute non-compliance with the Law.

Why are they taking so long?

Thanks

Continuo a receber mensagens do RoySpins para jogar.

Continuam sem me devolver o dinheiro.

Isto é o incumprimento absoluto da Lei.

Porque estão a demorar tanto?

Obrigado

Thank you very much, Dezanove19, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Hello,

Thank you for your attention, but I wonder when there will be developments?

is that, with due respect, they respond, the response deadline returns to 7 days, but they continue without implementing anything and promoting RoySpins.

Olá,

obrigado pela atenção, mas questiono quando haverá desenvolvimentos?

é que, com o devido respeito, respondem, o prazo de resposta volta aos 7 dias, mas continuam sem concretizar nada e a promover a RoySpins.

I just received an SMS from RoySpins urging me to deposit money!

This Casino has to close!

This surpasses everything!

Acabei de receber agora mesmo uma SMS da RoySpins a incitar-me a depositar dinheiro!

este Casino tem de encerrar!

isto ultrapassa tudo!

After receiving the SMS encouraging me to deposit and as I have a gambling addiction, I made a new account at RoySpins. I did the identity check and they accepted everything.

I made a deposit of 30 euros and they accepted it. I won 70 euros, asked to withdraw it and then they blocked the account and didn't give me any money.

This Casino is taking advantage of my illness. Please help me urgently

Após recepção da SMS a incitar-me a depositar e como tenho o vício do jogo, fiz nova conta no RoySpins. Fiz a verificação da identidade e aceitaram tudo.

fiz um depósito de 30 euros e aceitaram. Ganhei 70 euros, pedi para levantar e bloquearam a conta a seguir e não me deram dinheiro nenhum.

este Casino está a aproveitar-se da minha doença. Ajudem-me com urgência por favor

Dear Dezanove19,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Thank you, this has been horrible.

I struggle with addiction and they continue to send messages. And I accidentally continue to fall.

They are in bad faith. I always signed up with the same details and verified my identity with the same card and they accepted it.

They let me deposit and when I asked to withdraw they blocked the account. There is already more than 6000 euros.

They are abusing my illness. Please help me, I ran out of money!

Agradeço, isto tem sido horrível.

Luto contra o vício e eles continuam a enviar mensagens. E eu sem querer continuo a cair.

Eles estão de má fé. Fiz a inscrição sempre com os mesmo dados e a verificação da identidade com o mesmo cartão e eles aceitam.

Deixam-me depositar e quando peço para levantar bloquearam a conta. Já lá vai mais de 6000 euros.

Eles estão a abusar da minha doença. Ajudem-me por favor, fiquei sem dinheiro nenhum!

Now I received a message from RoySpins informing me that they confiscated my winnings, but they said nothing about the amount I deposited.

This Casino is criminal and is ruining my life!

Agora recebi uma mensagem da RoySpins a informar que me confiscaram os ganhos, mas nada dizem sobre o valor que depositei.

Este Casino é criminoso e está a dar cabo da minha vida!

It's unbelievable.

A Casino that doesn't respond to me or you and keeps it at the Top!!!

This Casino has to go to the Top and be classified as very bad.

É inacreditável.

Um Casino que não me responde a mim nem a vocês e mantêm-no no Top!!!

Este Casino tem de sair to Top e ser classificado como muito mau.

Greetings everyone, 

Thank you for your patience!

To begin, let's address the customer's raised concern about his gambling problems. We sincerely hope the customer can overcome this challenge and discover a path toward a healthier future. 

We are deeply committed to Responsible Gambling practices, prioritizing the safety and security of all our customers. Regrettably, in this particular instance, our inclination tends toward manipulation, bonus abuse, and bad intent. 

In the span of three months, the customer created 13 different accounts using 13 different email addresses. This evidence strongly suggests that the customer was fully aware of their actions, while also being cognizant of the closure of others that cannot be reopened. It's important to mention that the customer used 89 different bonuses. These bonuses were claimed across multiple accounts, and they should not have been available if only one account had been used. Hence, the claim regarding patterns indicative of bonus abuse.

Given our extensive customer base and the continuous influx of daily registrations, it is technically impossible to monitor each one and implement blocks based on name and surname parameters. Moreover, it's important to note that identical names and surnames can exist for different individuals, further complicating the monitoring process. It is the responsibility of customers to refrain from creating new accounts with different authentication details after a previous account has been blocked. This principle is explicitly outlined in our Terms and Conditions and is generally recognized as common practice in the gambling industry.

Attached to this message is a screenshot where you can see that the information mentioned in the above paragraph was clearly communicated to the customer on October 23rd.

Upon receiving this information, a recurring and abusive pattern unfolded, characterized by the following sequence:

 1. Registration of a new account.

 2. Deposit.

 3. Withdrawal through our automated quick withdrawal system.

 4. Bonus requests via live chats (and the automated acquisition of loyalty bonuses).

 5. Account block.

 6. Creation of a new account, and the cycle repeats.

 7. Deposit refund request after 3/4 cycles. 

We designed our registration and withdrawal processes with a customer-friendly and comfortable approach. As you are aware, we are dedicated to offering the fastest withdrawals in the industry, and we observe that the customer has frequently utilized this feature. Automated withdrawals have been processed across seven different accounts, amounting to a total of 18,600.95 EUR.

Since the client consistently processed all withdrawals within 10 minutes, he had an advantageous position, in making deposit-refund requests, as he was aware that we lacked the technical means to monitor the creation of new accounts from his end.

Regarding the customer's verification claim: Our verification department is a third-party service that is outsourced, and it does not specifically check for duplicate account matches. Their primary focus is on efficiently verifying customers' documents to uphold our commitment to swift withdrawals. It's worth noting that the customer received numerous withdrawals without raising any issues at that time.  

Regarding promotional materials: Upon creating a new account, the customer received default/automated emails and SMS, similar to those sent to every customer prior to new registrations. For instance: 

"Greetings, Your Highness! Deposit today, claim your Welcome bonus, and let's rule the kingdom together!"

In conclusion, regrettably, after a thorough analysis, we are compelled to assert that the customer's actions appear deliberate and carry a manipulative undertone.

We hold numerous email exchanges that support these claims through observable behavioral indicators. These emails include instances of threats, offensive language, and persistent requests for no-deposit bonuses.

Also, we urge the client not to create new accounts on our platform.

Hope our clarification helps!

Best regards,

RoySpins Team

They are liars!

Do they talk about the value of withdrawals but not the value of deposits? Tell me how much you allowed me to deposit, even though I know I have a health problem.

Show the email where you ask for bank statements yourself, confirm that it is me and allow me to deposit and spend all my money.

Tell us what the value of the deposits was.

Bonus? I have NEVER used any bonus from RoySpins! NEVER!

This casino acts in bad faith and disregards the law!

When a gambling addict creates the account and sends all the documents, depositing is no problem, withdrawing, the winnings are confiscated.

State the total amount of deposits, be serious!!!

São mentirosos!

Falam no valor de saques mas não falam no valor dos depósitos? Digam quanto me permitiram depositar, mesmo sabendo que tenho um problema de saúde.

Mostrem o e-mail onde me pedem vocês próprios extractos bancários, confirmam que sou eu e me permitem depositar e gastar todo o meu dinheiro.

Digam qual foi o valor dos depósitos.

Bonus? NUNCA utilizei bónus nenhum da RoySpins! NUNCA!

Este casino actua de má fé e desrespeita a lei!

Quando um viciado no jogo cria a conta e envia todos os documentos, a depositar não há problema, a retirar, confiscam os ganhos.

Digam o montante total dos depósitos, sejam sérios!!!

The screenshot they send, I request a resolution, proposing a refund of 50% of the amount deposited, I do not request any bonus.

A captura de ecrã que enviam, solicito uma resolução, propondo o reembolso de 50% do valor depositado, não solicito bónus nenhum.

It seems to me that they don't know what addictive behavior is and how much someone feels compelled to create accounts when they receive communications.

RoySpins lies, I didn't use any bonus, I always chose the non-bonus option.

They took advantage of my illness, so much so that I always used the same data and always the same identification card.

They know what they are doing, they know who the players are being watched and they make them do these things.

They emphasize the amount raised but not the amount deposited. I would withdraw money and then receive messages telling me to gamble and go and deposit it again.

This Casino is not serious and should be banned, both from Casino Guru and its activity.

Parece-me que não sabem o que é comportamento aditivo e o quanto alguém se sente impelido a criar contas quando recebe comunicações.

A RoySpins mente, não utilizei qualquer bónus, escolhi sempre a opção sem bónus.

Aproveitaram-se da minha doença, tanto que usei sempre os mesmos dados e sempre o mesmo cartão de identificação.

Eles sabem bem o que fazem, sabem quem são os jogadores vigiados e levam-nos a fazer estas coisas.

Dao ênfase ao valor levantado mas não dão ao depositado. Levantava dinheiro e a seguir recebia mensagens a picar-me ao jogo e ia lá depositá-lo novamente.

Este Casino não é sério e deveria ser banido, tanto do Casino Guru como da sua actividade.

Casino Guru when a player is addicted he loses control.

This Casino manipulated me due to my condition.

Be careful, don't recommend it to people, they are not serious, for sure, like me, they have already destroyed and will destroy many more lives.

Casino Guru quando um jogador está viciado perde o controlo.

Este Casino manipulou-me face à minha condição.

Tenham cuidado, não o recomende às pessoas, não são sérios, de certeza que tal como a mim, já destruíram e vai destruir muito mais vidas.

Dear Royspins Casino team,

Thank you very much for your cooperation in this case

I have additional questions for clarification, so I can gain a better understanding of the case. Has the player also entered a different phone number each time?

Could you please explain how your self-exclusion scheme works? What actions do you take when a player with a gambling problem requests to be blocked? Is there any protection in place to prevent further registration?

You stated that the player made seven successful withdrawals with 7 different accounts, totalling 18,600.95 EUR. Can you tell us the total deposits and withdrawals from the period when his initial account was closed due to a gambling problem?

Hello,

I always used the same data. Always the same phone number, the same name, the same address and the same identification document.

They even arrived, in one of these accounts, asking me for a bank statement, via email.

They know perfectly well who is addicted and plays to lose.

Gambling addiction makes us lose control and any type of sanity to create fake accounts. Addiction forces us to gamble and this Casino takes advantage of that.

Olá,

Utilizei sempre os mesmos dados. Sempre o mesmo número de telefone, o mesmo nome, a mesma morada é o mesmo documento de identificação.

Inclusive chegaram, numa dessas contas a pedir-me um extracto bancário, por e-mail.

Sabem perfeitamente quem é viciado e joga para perder.

O vício no jogo faz-nos perder o controlo e qualquer tipo de sanidade para engendrar contas falsas. O vício obriga-nos a jogar e este Casino aproveita-se disso.

Greetings everyone, 

Josef, could you please share your email with us? We will send information and evidence directly to you, as there is sensitive data involved that's better kept private and not visible on public forums.

Thanks for your understanding and patience in this matter.

Best regards, 

RoySpins Team

Keep gaining time!

Jozef's email is in his profile, just open it, as you know….

Tell us the total deposits!

Continuam a ganhar tempo!

O e-mail do Jozef está no perfil dele, basta abrir, tal como sabem….

Digam la o total de depósitos!

Dear Royspins Casino team,

Be aware that when you send a message to the complaint, it is evaluated first. If it contains any sensitive information, it is only visible to the player, casino, and guru representative.

But, feel free to reach me at jozef.k@casino.guru.

Hello everyone,

Jofez, we've sent an email to you with extra details about the case.

If any other information is needed, please let us know.

Best regards,

RoySpins Team

Jozef,

ageadeco share the information with me, as we all realize that RoySpins is a fraud and I want to see if the information is true.

thanks

Jozef,

ageadeco partilhe a informação comigo, pois já todos percebemos que a RoySpins é uma fraude e quero ver se a informação é verdadeira.

obrigado

Dear Dezanove19,

I asked for additional information from the casino team, and we will be having an internal discussion about the casino at Casino.Guru. I will get back to you as soon as possible.

Good afternoon,

This has been happening for too long and RoySpins has been postponing it.

You have already realized that it is their fault and they do not respect the Law.

Can you please make a decision?

thanks.

Boa tarde,

Isto já se verifica há tempo demais e a RoySpins tem andado a adiar.

Voces já perceberam que a culpa é deles e não respeitam a Lei.

podem pf tomar uma decisao?

obrigado.

How is it possible that deadlines are approaching, there are no responses and RoySpins continues to be recommended by Casino Guru?

Como é possível os prazos estarem a terminar, não haver respostas e a RoySpins continuar a ser recomendada pelo Casino Guru?

Hi Dezanove19,

we are still communicating with the casino team. I am sorry that it takes so long, but we need to go through all the details. I am extending the timer one more time, and after I will get back to you with a full update. Thank you very much for your patience.

What they are doing is buying time for the Casino.

It's a shame what's going on here!

We all realize that this Casino is not serious and violates the law.

What else is there to analyze?

If this is to be the case, they might as well close Casino Guru, which only serves to receive commissions to promote illegal casinos.

Aquilo que estão a fazer é ganhar tempo pelo Casino.

é uma vergonha o que se passa aqui!

já todos percebemos que este Casino não é sério e viola a lei.

o que há mais para analisar?

se é para ser assim, mais vale encerrarem o Casino Guru, que só serve para receber comissões a promover casinos ilegais.

I've been waiting for a decision for over a month.

you already have all the information, RoySpins's fault is unequivocal.

Do you already have a final answer or not?

thanks.

Há mais de um mês que aguardo decisão.

voces já têm toda a informação é a culpa da RoySpins é inequívoca.

já têm resposta final ou não?

obrigado.

They let the deadline expire without responding. What a beautiful example of impartiality

Deixaram acabar o prazo sem resposta. Que belo exemplo de imparcialidade

Dear Dezanove19,

Thank you very much for your patience. Based on our discussion outcome, it seems that the casino team will contact you soon with more details. Hopefully, we can find a relevant solution for both parties. Please let me know when they do so.

So far they haven't said anything! If you leave it up to them, they will never do it.

Até agora não disseram nada! Se deixam na disponibilidade deles, nunca o irão fazer.

I rectified the loss of the complaint to €6000 as this practice by RoySpins continued, on 12/8/2023.

RoySpins doesn't want to pay!

Rectifiquei o prejuízo da reclamação para 6000 € pois esta prática da RoySpins manteve-se, em 8/12/2023.

A RoySpins não quer pagar!

This is a shame! RoySpins doesn't even respond to me!!!

How do they close the complaint and keep us in the recommended casinos???

Isto é uma vergonha! A RoySpins nem sequer me responde!!!

como encerram a reclamação assim é mantêm-nos nos casinos recomendados???

Dear Dezanove19,

Based on the information provided by the casino team, you agreed to a partial refund and have already received it. Could you please confirm?

I didn't agree to anything, I have the emails. The reason is €6000 and not €3000

Não concordei nada, tenho os e-mails. A causa sao 6000€ e não 3000€

He said he didn't accept it, that he would only accept the 6000 under discussion before the transfer.

they are liars!!!

disse que não aceitava, que só aceitava os 6000 em discussão antes da transferência.

eles são mentirosos!!!

Dear Dezanove19,

this is evidence provided by the casino team. Do you claim it is false?

Here is the evidence:

I said I wouldn't accept it before they made the transfer. The amount under discussion is €6000. If you pay the remaining €3000, I agree:

Aqui estão as evidências:

eu disse que não aceitava antes de fazerem a transferência. O montante em discussão é 6000€. Se pagarem os restantes 3000€ estou de acordo:

Hello everyone, 

Please find the attached screenshots below, verifying that the money transfer request was initiated at 15:36 UTC, with the transfer successfully completed at 15:42 UTC.

The customer's message regarding the alteration in the deal came after they had received confirmation of the agreed-upon refund amount.

Hope this clarification helps! 

Best regards,

RoySpins Team

They made the transfer after saying they didn't accept it. Do you know that the value is €6000 because they say €3000???

I propose, as a way of closing this today, that we stay halfway and close the case.

They refund another €1500 and we close the appeal.

thanks

Fizeram a transferência depois de dizer que não aceitava. Vocês sabem que o valor é 6000€ porque falam em 3000€???

proponho, como forma de fecharmos isto hoje, fiquemos a meio e fechamos o caso.

reembolsam mais 1500€ e fechamos a recalamacao.

obrigado

Dear Dezanove19,

May I kindly request the entire communication with the casino team regarding this refund?

You can forward it to jozef.k@casino.guru.

Yes, I already forwarded it.

Sim já reencaminhei.

We reached an agreement. RoySpins gave me 1000 euros and we closed the topic. You can close the complaint.

Chegámos a acordo. A RoySpins deu-me 1000 euros e fechámos o tema. Podem fechar a reclamação.

Dear Dezanove19,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef