Royspins Casino - Отзыв игрока был отложен и не рассмотрен.

Friday, 6 June 2025:

I submitted a withdrawal of €100 from RoySpins Casino.

Saturday, 7 June 2025:

I submitted a second withdrawal of €80.

Sunday, 8 June 2025:

I submitted a third withdrawal of €280.

RoySpins advised that withdrawals would be processed within 3–5 business days. Once 5 days passed I was permitted to enquire about the delay,

They requested full bank statements without clarifying

Who would be reviewing or handling the documents, or How my data would be protected under GDPR. Despite my many efforts to obtain this information.

When I raised concerns about GDPR compliance and transparency, my VPN access to the site was blocked, I could only access online support using another device or internet connection.

Despite the above and my concerns, I provided a full bank statement clearly showing no incoming payments from RoySpins or their payment processor, I had hoped this would resolve the matter however Royspins then told me to contact my bank directly to trace the missing funds.

They initially only gave 2 of the 3 RRN (Reference) numbers required to trace same After Further Chasing They eventually provided the third.

The bank confirmed they cannot trace or investigate incoming payments that haven’t arrived.Only the sending bank or merchant can launch a trace or investigation. They also stated they will never block or delay incoming payments.

I shared a PDF transcript of my conversation with AIB, confirming that the matter must be handled on RoySpins’ end.

At this stage, the ball is now back in RoySpins’ court to resolve the matter. However, given how they have consistently pushed responsibility for tracing the missing funds onto me I have little confidence that the matter will be resolved without external intervention.

Dear Michellel177,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Additionally, have you received a confirmation that your KYC verification is now successfully completed?

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Yes I have received confirmation that KYC was complete, I received RRN numbers from the casino for the transaction that have supposedly been sent to me and was asked to contact the bank myself to trace them because according to the Casino the money would be with me by Friday the 13th

my complaint is not only about the withdrawal, it’s about the misleading information casino provided, it’s about the refusal to share GDPR information when requesting sensitive data, it’s about Blocking my VPN from customer service when I tried to contact them, it’s about the poor customer service lack of information and transparency.

Do you address any of these issues or are you only concerned with the money side of things?

I have finally received a response from casino but am no closer to a resolution, while I acknowledge technical issues can occur, casinos response shifts all responsibility to third parties, leaving me indefinitely disadvantaged. A two-week delay with no resolution path is inexcusable. Withholding a concrete timeline or alternative solutions places an unfair burden on me as the customer. My funds remain inaccessible due to an issue between *their* chosen payment partners. 

Disabling the withdrawal method *after* the problem arose does not rectify the ongoing harm caused by the delay. 

Below is your casinos response for reference.

expectation is that I wait an indefinite amount of times while they resolve there own internal issues. I would have no problem with any of this if they had better communication or a more definitive timeline, casinos should not be ambiguous with customers funds

> **Casino's Response**: 

> 1. According to our Finance Department, the transaction became stuck during processing on the bank’s side of our payment provider. The funds are still in this pending/stuck state. Unfortunately, since this is an issue within the provider’s banking system, we are unable to influence it directly. The provider is currently investigating the cause of the error. 

>  

> 2. Timeframe for resolution or refund: 

> Due to the nature of the issue and its dependence on the payment provider’s bank, we are unable to provide an exact timeframe. However, please rest assured that the case is under active investigation. 

> We can guarantee that there are only two possible outcomes: 

> *The funds will be successfully processed and credited to your bank account; or 

> *If not, the funds will be returned to your gaming balance, allowing you to initiate a new withdrawal via the same (bank transfer) or an alternative method. 

>  

> 3. At the time of your withdrawal attempts, we had no indication of any malfunction from the payment provider’s bank. Our Finance Department saw the transaction as "successful" from our side. Once the provider confirmed the issue, we immediately disabled the affected method to prevent further disruptions. 

We are now at the 14 day mark appreciate if you could support

as provided RoySpins knows the what the issue is but has asked me to wait indefinitely for them to resolve offering no alternative

Dear Michellel177,

Thank you for your messages.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you made any successful withdrawals before?  
• Have you accumulated your winnings with or without an active bonus? .
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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,

Katarina

this is my first attempt to withdraw

no Bonuses where used

status is processed see attached

as shared Roy spins have confirmed the delay is due to an issue with there payment provider, problem is it’s already been more than two weeks and they cannot give me a timeframe as to when it will be resolved, they cannot offer an alternative payment method, they cannot return the funds to my casino wallet, they do not respond to emails.

Basically I have been told I have to wait indefinitely while their payment provider resolves the issue, After two weeks I feel it is unfair that they cannot tell me how long I will need to wait to access my winnings.

below is copy and paste of the response I got in their chat :

1. According to our Finance Department, the transaction became stuck during processing on the bank’s side of our payment provider. The funds are still in this pending/stuck state. Unfortunately, since this is an issue within the provider’s banking system, we are unable to influence it directly. The provider is currently investigating the cause of the error. 

>  

> 2. Timeframe for resolution or refund: 

> Due to the nature of the issue and its dependence on the payment provider’s bank, we are unable to provide an exact timeframe. However, please rest assured that the case is under active investigation. 

> We can guarantee that there are only two possible outcomes: 

> *The funds will be successfully processed and credited to your bank account; or 

> *If not, the funds will be returned to your gaming balance, allowing you to initiate a new withdrawal via the same (bank transfer) or an alternative method. 

>  

> 3. At the time of your withdrawal attempts, we had no indication of any malfunction from the payment provider’s bank. Our Finance Department saw the transaction as "successful" from our side. Once the provider confirmed the issue, we immediately disabled the affected method to prevent further disruptions. 

Hello everyone,

We would like to extend our sincere apologies to Michelle for the delay.

Three transactions totaling €460 were held up on the bank’s side of the payment provider. We can now confirm that two of them, for €80 and €280, have been reversed by the bank and the corresponding amounts have already been credited to the player's account.

Feel free to request a new withdrawal. The Finance Team will prioritize the processing of this request.

The third transaction, in the amount of €100, is still pending a final decision from the bank. We are currently awaiting confirmation on whether it will be completed or returned.

Thank you for your understanding.

Best regards,

RoySpins casino

Hi

can confirm the returned funds have hit my bank

just €100 outstanding now

if we could keep this query open now will update and close once all funds are recieved

regards

michelle

Hi

its Been 3 days since last update

payments from 6th of June and 8th of June returned

€100 payment from June 7th is still outstanding?

Dear Michellel177,

thank you for your messages and updates.

Dear Royspins Casino,

are there any updates regarding the last withdrawal request, please?

Thank you for your patience.

We would like to inform you that on 25 June 2025, the €100 transaction was also reversed by the bank and has been credited back to the Michelle's gaming account.

Best regards,

RoySpins Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Michellel177,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina