Royspins Casino - Играчът среща проблеми след повторно активиране на акаунта.

Hi team,

I asked for a permanent block on my account at Royspins a while back as I had lost my entire savings of $350,000. I was allowed to re-open an account after specifically emailing and stating to close my account permanently.

I have just lost another $100,000 after being allowed to re-open my account with them.

This casino should not be allowed to do this to customers like me especially after taking so much from me in the first place.

Thanks

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Dear antonym88,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me all account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear antonym88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of antonym88. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for your emails. I have reviewed the conversations you provided and noticed that you did not mention gambling addiction or gambling-related issues in your account closure requests. Please note that we can only assist players who request a refund after the casino fails to close their account despite having explicitly mentioned gambling addiction as the reason for the closure.

When applying for self-exclusion, it’s important to clearly state the reason for your request and specify the exact duration of the exclusion. I also recommend marking the email subject line clearly so that the casino’s support team can identify and process your request more quickly.

Additionally, please always keep a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof can be extremely helpful in the event of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Message:

"Greetings Spinch Casino,

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason for my decision is gambling addiction.

I understand that I will not be allowed to rescind my self-exclusion during this period, and it cannot be lifted before the end of the agreed duration."

If your account is still open, please complete the template above, send it to the casino, and add my email address in CC. Thank you for your cooperation and understanding.

Hi Veronika,

Thank you for your reply.

Can you please confirm if under the Curacao Gaming Authority’s Responsible Gaming Policy the duty of care does not rely solely on a player explicitly saying "gambling addiction"?

Section 8.2.2 of the policy requires operators to intervene when a player exhibits indicators of harm - including contacting the player, providing information about responsible-gaming tools, and, where appropriate, initiating exclusion. This was never done in my entire time of being a customer at Royspins.

In my emails and live-chat messages I clearly requested 'permanent account closure' and my time at the casino I clearly showed signs of financial distress, my behaviour and betting patterns, begging for bonuses multiple times a day because I had no more money. Yet at no stage did anyone at Royspins ever advise me of self-exclusion, cooling-off periods, or any responsible-gaming options.

At the minimum Royspins failed to clarify or inform me that "permanent closure" only meant a seven-day lock, this was only advised on the 2nd most recent time. On top of that they failed to provide any guidance on responsible gaming tools the entire year I played there. I believe they have not met the obligations set out in Curacao’s Responsible-Gaming standards and should be held accountable

This context needs to be considered when assessing the complaint, the operator's duty to act on visible signs of harm is an explicit licensing requirement, especially when the person clearly indicates to the casino they want to close down the account permanently.

Thanks

Please note that Casino.Guru acts as a mediator between players and operators, and we do not enforce licensing requirements or interpret the Curacao Gaming Authority’s policies ourselves. If you believe that the operator has violated its licensing obligations, you may submit a complaint directly to the GCB.

From the perspective of our mediation process, in order to assess a complaint about responsible gambling failures, we need evidence that the player explicitly requested self-exclusion due to gambling addiction and that the casino ignored that request. In your account closure requests, no mention was made of gambling addiction or a request for self-exclusion. Simply requesting "permanent closure" is not considered sufficient proof for us to act on responsible gambling grounds.

If you wish to pursue a case with us, we would need a clear record showing that self-exclusion was explicitly requested due to gambling addiction, and that the casino failed to honor it. Otherwise, your concerns would be best addressed directly through the licensing authority.

Thank you for your understanding.

Dear antonym88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.