The player from Austria found the casino to be a rip-off after his winnings disappeared despite his repeated complaints. Although he received part of his requested withdrawal, he was still waiting for the remaining amounts and could not access support. The Complaints Team attempted to assist by contacting the casino, but the casino failed to respond and operated without a valid license. Consequently, the complaint was marked as "unresolved," with the hope that the decrease in the casino's rating might prompt a change in their approach.
RoyalSpin Casino - Player’s withdrawal is delayed.
Black points: 184
Amount: €850
RoyalSpin Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.9
RoyalSpin Casino has a Safety Index of 3.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
3 months ago
Public
Public
4 months ago
Translation
This casino is a complete rip-off. I deposited money and received a bonus, played up to a few hundred euros, then the money was simply gone. After complaining to support several times, the deposit was restored, but the money I had won was gone. I played up again to over 800€, requested a withdrawal and have received 284€ so far. The reason they gave was that they had to split the withdrawal into 3 parts and that a withdrawal would be made every week. However, I have been waiting for the other two withdrawals for some time now. Support has put me off and now they are no longer available. I can no longer click on the chat button on the website.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear deangerster,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Did the casino provide any explanation for why your initial winnings were taken away?
Do you have any evidence, such as screenshots or transaction records, that show your initial winnings?
Regarding your later winnings, were any of those accumulated with a bonus?
Did the casino give a specific reason for needing to split your withdrawal into three parts?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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,
Dominika
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4 months ago
Translation
Hello,
According to support, it was a technical error that caused the bet to be restored after 2 weeks, but without bonus payments and the winnings from that time. Somehow they covered this up because the tracking/history was not consistent. For me it was important that at least the bet was there again and it was positive that I could now withdraw the winnings without having to wager it x times first.
The statement from support that this amount could not be paid out as a whole and that it was split into 3 equal amounts that would be paid out weekly. The first payout came about 1 week after I requested it, then 1 week later I contacted support because I had not received a second payout. According to support, this would be paid out the following week, but nothing came this week either. I contacted support again, then I got a message that they were checking this, after which I was kicked out of the live chat and I could no longer click the button. Even after trying several times on subsequent days, I could not click the button.
There are always inconsistencies in the course, see 2nd picture but at this time it was not 3 digits but 2 digits
A response by email also remained unanswered.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear deangerster, could you please share any relevant communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
Have you received any money?
Public
Public
4 months ago
Translation
Good day,
I can only send you the email because all relevant chat history was carried out via the provider's homepage, but this can no longer be opened.
Sg
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear deangerster, have you received any money?
Public
Public
4 months ago
Translation
Hello,
I received an amount of €283 / €850 on February 10, 2025. According to the casino, they had to split this into 3 parts and a payout is made every week.
When I contacted support again after a week because no second payment had been received, I was told that I would receive it a week later, but I didn't receive one then either. After further attempts to contact the casino, the button for support can no longer be clicked on the website and there was no response by email either.
Sg
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear deangerster, I have not received any email from you containing communication with the casino. Send emails or chat transcripts to my email at [email protected], or post screenshots here.
Public
Public
4 months ago
Translation
Hello
As I said, the chat history was made on the casino's website, but this chat history cannot be accessed because you can no longer click on this support button (greyed out). I received no response to my email request. I will send this request to your email address this evening.
SG
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Thank you very much, deangerster, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear deangerster,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that 2 parts of your withdrawals has been delayed.
I will now contact RoyalSpin Casino outside this complaint thread and let you know any new information once I receive it.
Thank you in advance for providing the information.
Public
Public
3 months ago
Translation
Hello,
Thank you very much, I hope you have more success than I did.
Sg
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
We would like to ask the 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 negatively affect its rating.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear deangerster,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Martina Bennett
