RoyalSpinz Casino - Печалбите на играча са конфискувани.

I deposited 100 EUR and received a 200 EUR bonus. When I won so much for the first time that a payout would have paid off, I asked in the chat. Then it was said I had to wager a total of around EUR 270 (bonus money). When I had implemented everything, I applied for a payout of EUR 1000. There was still 290 EUR real money in the account. While I was waiting for the payout and had sent all the required documents, I continued to play with this money and in the meantime earned another 1,100.00 EUR. Today I received the mail that unfortunately I cannot be paid out because I allegedly played a game that would be forbidden with bonus money. My money in the player account is now 100 EUR. They simply canceled all of the money for me. This morning I still had 1,100.00 EUR, which I earned with pure real money 🙁

Ich habe 100 EUR eingezahlt und 200 EUR Bonus erhalten. Als ich zum ersten Mal soviel gewonnen hatte, dass sich eine Auszahlung rentiert hätte, habe ich im Chat mal nachgefragt. Dann hieß es ich müsste noch insgesamt ca. 270 EUR umsetzten (Bonusgeld). Als ich alles umgesetzt hatte, beantragte ich 1000 EUR zur Auszahlung. Da waren dann noch 290 EUR Echtgeld auf dem Konto. Während ich auf die Auszahlung wartete und alle geforderten Unterlagen übersandt hatte, habe ich mit diesem Geld weiter gespielt und zwischenzeitlich erneut 1.100,00 EUR erspielt. Heute bekam ich die Mail, dass man mir leider nichts auszahlen kann, da ich angeblich ein Spiel gespielt hätte, was mit Bonusgeld verboten wäre. Mein Geld auf dem Spielerkonto beträgt jetzt 100 EUR. Die haben mir das komplette Geld einfach storniert. Heute morgen hatte ich noch 1.100,00 EUR, die ich aus reinem Echtgeld erspielt habe 🙁

Dear Daniela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you specify which bonus have you activated? Please, post here the link to the bonus you played with. Would you be so kind and forward me your game history?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

Thank you for the fast answer. Unfortunately I don't have a link to the

Bonus leads. As far as I know, that was a bonus for the second or third

Deposit. What do you mean by game story? Which machine do I use

played, or on which days? I made the deposit of 100 EUR on December 22nd, 2021. Since then I've actually played every day. I will send you the list of games and communication with the casino separately by email. I was able to take the individual games from my game history directly from the Royal Spinz page under my login data.

According to the last email from Royal Spinz, I `` illegally '' played the game Magic Wheel. But it can't be that I play for days and win and a single game denies the complete win? Oh yeah, and I didn't even win that game 🙁

Hallo Kristina,

vielen Dank für die schnelle Antwort. Leider habe ich keinen Link, der zum

Bonus führt. Soviel ich weiß war das ein Bonus für die zweite oder dritte 

Einzahlung. Was meinst du mit Spielgeschichte? An welchen Automaten ich

gespielt habe, oder an welchen Tagen? Ich habe die Einzahlung von 100 EUR am 22.12.2021 getätigt. Seit dem habe ich eigentlich täglich immer mal wieder gespielt. Die Auflistung der Spiele, sowie die Kommunikation mit dem Casino sende ich dir gesondert per e-Mail. Die einzelnen Spiele konnte ich noch meinem Spielverlauf direkt von der Royal Spinz Seite unter meinen Zugangsdaten entnehmen.

Laut der letzten Mail von Royal Spinz habe ich '' verbotenerweise '' das Spiel Magic Wheel gespielt. Aber es kann doch nicht sein, dass ich Tage lang spiele und gewinne und ein einziges Spiel verwehrt den kompletten Gewinn?? Ach ja, und bei dem Spiel hab ich nicht mal was gewonnen 🙁

Thank you for your reply, Daniela. First, I would like to mention that I haven't received any emails from you yet. Please note, that by hame history I mean a report of all bets you made during wagering of this bonus. This is usually available in the player's account, or you can request it from the casino's support and they should be able to send it to you.

Hello Kristina, I sent the email to kristina.s@casino.guru last night at 9:32 p.m. Attached is a list with the games that I played between December 22nd, 2021 and September 9th, 2022, and also all of the e-mail traffic with the casino. The mail didn't come back either.

Hallo Kristina, ich habe die e-Mail gestern Abend um 21.32 Uhr an kristina.s@casino.guru geschickt. Im Anhang eine Aufstellung mit den Spielen die ich in der Zeit vom 22.12.2021 bis 09.0.2022 gespielt habe, und außerdem den gesamten e-Mail Verkehr mit dem Casino. Die Mail kam auch nicht zurück.

Thank you very much Daniela for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Daniela.

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

Hello All,

Please be aware that we have researched the matter and would like to highlight a few details.

The withdrawal in question was made on the 31st of December, 2021.

The source of the winnings includes:

Deposit reference ID 1818072 of 100 EUR

Deposit bonus reference  ID 1818073 of 200 EUR

Free bonus reference ID 1825890 of 5 EUR,  claimed on the 22nd of December 2021

Please be advised that Daniela’s withdrawal was voided due to breaching the maximum betting rules and as well as for playing with bonus funds on the unpermitted game.

Please see the mentioned T&C:

"9. Betting rules 

9.1. Winnings and Betting Rules

9.1.2.2. Bonus Betting Rules: Placing wagers that are 30% or more then the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled.

…

9.3. Wagering Requirements

9.3.3 . Each bonus is restricted from being used on Table and/or other games. The player can only use bonus funds to play Slots or Scratch Games."

In this scenario, the player has made 7 bets on the non-slot game "Magic Wheel."

The aforementioned game is not permitted in the Bonus games category of the website.

Furthermore, Daniela has made 2 over-bets between 5 Euros and 7.75 Euros on the game "Santa´s Kiss" and "Super Zodiac Bingo"- this is another reason why her winnings have been voided.

Please be advised that we view this acts as a violation of the service we provide, and an attempt to deal unfairly with us. If a player attempts that, confiscation of the winnings accrued is in order. 

The Casino understands your frustration, but it is imperative that all players comply with the terms and conditions that a player agrees to upon opening an account.

We'd like to underline that the non-lost deposit has been returned to the player's account.

Regards,

RoyalSpinz Casino

I was expecting something like that. It is obvious that this casino aims at making 'mistakes'. Since I only ever play slot machines (slot games), I have no idea how I came up with this Magic Wheel. Actually, I should have clicked on the section with live casino, bets or something similar. How could the game be recognized as not being playable during bonus rounds? And on the topic: Played higher than allowed... If you go into the games, they are mostly set high. If you don't pay attention to it right away, you can accidentally play for 5 EUR - as in my case. I played about 5,000 game spins or more and played exactly two spins with higher totals. On average, I played almost continuously with EUR 0.50. If I was brave, for a short time for one euro. It's obvious that this was not intentional or an attempt to play unfair - ridiculous....

They graciously let me have my 100 EUR (deposit money). Tried to cash them out, but even that doesn't work.

Sowas in der Art hatte ich schon erwartet. Es ist offensichtlich, dass dieses Casino darauf abzielt, dass man 'Fehler' macht. Da ich immer nur an Spielautomaten (Slotspiele) spiele, ist es mir Schleierhaft, wie ich auf dieses Magic Wheel gekommen bin. Eigentlich hätte ich da ja die Rubrik mit Live-Casino, Wetten oder ähnliches anklicken müssen. Wie hätte man bei dem Spiel erkennen können, dass es bei Bonusrunden nicht gespielt werden darf? Und zum Thema: Höher als erlaubt gespielt.... Wenn man in die Spiele reingeht, sind die meistens hoch eingestellt. Wenn man nicht gleich drauf achtet, spielt man dann schon mal versehentlich für 5 EUR - wie in meinem Fall. Ich habe ca. 5.000 Spielumdrehungen oder mehr und genau zwei Umdrehungen mit höheren Summen gespielt. Im Schnitt habe ich fast durchgehend mit 0,50 EUR gespielt. Wenn ich mutig war mal ne kurze Zeit für einen Euro. Da ist es doch offensichtlich, dass das keine Absicht und kein Versuch unfair zu spielen war - lächerlich....

Gnädiger Weise haben sie mir meine 100 EUR (Einzahlungsgeld) stehen lassen. Habe versucht sie mir auszahlen zu lassen, aber selbst das geht nicht.

Dear RoyalSpinz Casino.

Thank you for your cooperation in this case. May I kindly ask you to provide us with the player's game history? You can post it into this thread (it will not be visible to the public) or forward it to my email address, jozef.k@casino.guru.

Dears,

Please note, the game history has been sent to jozef.k@casino.guru as requested.

Shall you need further information please don't hesitate to contact us.

Regards,

RoyalSpinz 

Dear RoyalSpinz Casino team.

Thank you very much for your cooperation.

In this scenario, the player has made 7 bets on the non-slot game "Magic Wheel."

The aforementioned game is not permitted in the Bonus games category of the website.

Please, could you also specify if the player receives any kind of warning when he launches a restricted game? 

Furthermore, Daniela has made 2 over-bets between 5 Euros and 7.75 Euros on the game "Santa´s Kiss" and "Super Zodiac Bingo"- this is another reason why her winnings have been voided.

May I kindly ask you why these over-bets are missing in the game history provided? Maybe I have missed it, so if you could specify the line from the file I can try to search it manually but even according to the filter there are no such games.

Dear Jozef,

Please be advised that we have sent you a new file with the mentioned rounds highlighted. 

As for the non-slot games, please be advised that the casino doesn't have any warning notifications when a player is entering into a game. It is the sole player's responsibility to be aware of the games he chooses to play and what are their categories. Furthermore, each game has further instructions and information available for the player to read before starting to play.

Shall you need further information kindly let us know.

Regards,

RoyalSpinz 

Hello there.

I am extending the timer by 7 days since I have requested further evidence from the casino team.

Dear Jozef,

Please be aware that the new file was sent as requested on the 8th of February, 2022 to your personal email. 

Kindly let us know if further information is required from us.

Best regards,

RoyalSpinz Casino

Dear RoyalSpinz Casino team.

Thank you very much for sharing the evidence. I am extending timer by 7 days because of the further evaluation of the evidence.

Dear Daniela. 

The situation is very unfortunate, it is obvious that your intentions were not to breach the bonus conditions. Only one bet from the two that breached the maximal bet limit was winning one. Although we believe the best practice would be enforcing such a condition by the system, it is not an industry-standard nowadays. And, the winnings from 7 bets which were on the restricted game did have minimal impact on the winning amount. Same as with max bet, the best practice would be enforcing it by the software. However, the casino has a designated section of Bonus games that contains the games which are only allowed to play with the bonus amount.

Be aware that we asked the casino team to reevaluate your case individually. They informed us the decision is final and that you have managed to lose the returned amount. 

Concluding all the information, we have decided to reject your case. Please, let me know if you have any questions.

Best regards, Jozef

jozef.k@casino.guru