I would like to submit a formal complaint regarding an issue I encountered with RoySpins Casino concerning their cashback bonus terms.

I'm a VIP player at this caisno and on the 26th of June, I received a cashback amount of €260. However, it was credited with a 30x wagering requirement, which is contrary to what is stated in the casino’s own Terms and Conditions. According to RoySpins official bonus policy, cashback bonuses are to be credited with a 1x wagering requirement, not 30x.

I have contacted their support on the website and VIP department and provided a screenshot clearly showing the incorrect wagering condition but the issue has not yet been resolved. This misrepresentation significantly affects my ability to access my funds and goes against fair play standards.

I am requesting that RoySpins honor their stated terms and reissue the €260 cashback with the correct 1x wagering requirement.

Best Regards

Carlota

Dear CasinoGoddess29,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with RoySpins Casino. To better understand your situation, could you please provide more details by answering the following questions:

• Could you please send me a link or a screenshot of the cashback bonus you received? Does this bonus come with its specific terms and conditions, which may differ from the general bonus terms?
• Have you received this same cashback bonus from this casino before?
• Have you received any responses from the support or VIP department? If so, what were their replies?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear CasinoGoddess29,

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.