RoyalSpinz Casino - Выигрыш игрока был отменен из-за нарушения Бонусных Условий.

I got a 300 percent bonus at this casino, so I played with 75 euros bonus and 25 euros real money.

I had to convert 50x 100 euros to withdraw a maximum of 500 euros (20-fold deposit).

I won in roulette and slots until I finally had 1608 euros after 5000 euros in sales.

Today the payout was declined because I played games that are not included in the bonus conditions.

"Customer service chat" did not respond to further inquiries and I got my 25 euros back into the gaming account.

I hereby warn all players of this "casino chain" to avoid these casinos!

Ich bekam in diesem Casino 300 Prozent Bonus spielte also mit 75 Euro Bonus und 25 Euro Echtgeld.

dafür musste ich 50x 100 Euro umsetzen um maximal 500 Euro auszahlen zu lassen(20fache Einzahlung).

ich gewann in Roulette und Slots bis ich irgendwann nach 5000 Euro Umsatz 1608 Euro hatte.

heute nun wurde die Auszahlung abgelehnt , da ich Spiele gespielt habe, die nicht in den Bonusbedingungen hinterlegt sind.

auf weitere Nachfrage wurde seitens „Kundendienstchat" nicht eingegangen und ich bekam meine 25 Euro wieder auf das Spielkonto.

Hiermit warne ich alle Spieler dieser „Casinokette" diese Casinos zu meiden!

Thank you for contacting Casino Guru. I’m sorry to hear that your winnings were cancelled. The casino has a very low rating on our website, so I’m afraid it will not be easy to get a response. Let me ask you a few questions to fully understand the problem. Which bonus exactly did you play with? Was it the bonus from the welcome package - 300% up to €600 + 40 Free spins? I would like to examine the Bonus T&Cs. Could you please also upload the conversations with the casino regarding the issue?

Best regards,

Peter

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Hi Peter

I had already told you that it was not the welcome bonus but a special bonus from the Royalspinz Casino in which I have been registered for a long time.

300 percent bonus without free spins.

Sincerely yours

Michael

Hallo Peter

ich hatte Ihnen schon berichtet das es nicht der Willkommensbonus war sondern ein spezieller Bonus vom Royalspinz Casino in dem ich schon länger angemeldet bin.

300 Prozent Bonus ohne Freispiele.

mit freundlichen Grüßen 

Michael

Hi Michael,

Thank you for the reply. Do you have a screenshot or an email with the bonus and the conversation with the casino you can send to us? You can either upload it here or send it directly to my email address: peter.m@casino.guru.

no the bonus was discussed in the chat did not have a screenshot sorry but everything was definitely so.

nein der Bonus wurde im Chat  Besprochen habe keinen Screenshot sorry aber alles war definitiv so.

Hi Michael,

I see, I will contact the casino and we'll see what their standpoint is. It's hard to say if they reply since the casino has a very low rating on our website, but we can give it a try.

In addition, there were also problems with the verification because there is no IBAN on my bank statement of the Sparkasse, but only the account number and sort code.

So I keep my hands off this casino group from now on, because even with a high profit, it will only be paid a maximum of € 1000 per month.

Im übrigen gab es auch noch Probleme mit der Verifikation da auf meinem Kontoauszug der Sparkasse keine IBAN draufsteht sondern nur Kontonummer und Bankleitzahl.

Also ich lasse die Finger ab jetzt von dieser Casinogruppe , da es  auch bei einem hohen Gewinn monatlich nur maximal 1000 € im Monat ausgezahlt werden.

We would like to ask the RoyalSpinz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Dear Michael and Casino Guru

We can confirm that the source of the contested winnings are as follows:

• deposit ID 1008774 of 250.00 EUR
• deposit bonus ID 1008850 of 75.00 EUR

The bonus was an automatic 2nd deposit bonus, however, the player claimed that he only meant to deposit 25Euro insteade of 250 Euro and t therefo,re the bonus were updated to 75Euro instead of the original amount of 600Eur However, once the wagering and bonus amount were updated the player cancelled the withdrawal/refund of 225Euro of the wrong deposit.o.

https://www.royalspinz.com/welcome-package/?desktop=true&lang=en

Please be advised that the contested winnings were confiscated for breaking the following bonus terms and conditions rules:

11. Once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games.

12. RoyalSpinz reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

• Placing single bets equal to or greater than 30% from the value of the Bonus credited to the player account, prior to the wager requirement for that Bonus having been met.

The game history  shows that the player started his gameplay on table games, and at 1 Jan 2020  8:55:49 AM he switched to VideoSlots, Gold Of Ra. This play is prohibited as the wagering is still active on the account. 

He also made bets over the 30% of the bonus credited. The bonus in play was 75% and therefore he is not allowed to place bets equal or more than 22.20Euro.  History shows that he made 44 bets between 25 Euro to 225 Euro on the games of Roulette.

We can confirm that the deposit involved was successfully refunded, although the casino does not need to refund the confiscated deposit under the terms.

Kind regards

Royal Spinz Casino

Yes, completely confused bonus terms that no one understands!
So stay away from this casino and this provider!

Jaja komplett konfuse Bonusbedingungen die kein Mensch versteht! 
Also Finger weg von diesem Casino und diesem Anbieter!

I would like to thank RoyalSpinz Casino for the reply. Michael, can you confirm you broke the aforementioned rules? 

That's what the casino says!

Rules that (knowingly) are not pointed out.

I would also like to point out once again that roulette cannot be played with all bonuses.

HANDS OFF !!!!

Das sagt das Casino!

Regeln auf die man (wissentlich) nicht darauf hinweist.

im übrigen möchte ich noch einmal darauf hinweisen, das mit allen Boni kein Roulette gespielt werden kann.

FINGER WEG !!!!

Dear RoyalSpinz Casino Team,

Could you please upload the evidence to support your claim here or send it directly to my email address (peter.m@casino.guru)? Thank you very much.

Dear Michael,

The casino provided relevant evidence that you broke the Bonus T&Cs. Unfortunately, there is not much we can do. I will have to reject your complaint. I wish I was of more help.

Best regards,

Peter