NaslovnaPritu?beRoyspins Casino - Povla?enje igra?a je odlo?eno i nije adresirano.
Royspins Casino - Povla?enje igra?a je odlo?eno i nije adresirano.
Automatski prevedeno:
Iznos:
460 €
Royspins Casino
Index sigurnosti:Visok
Sigurnosni indeks
Zajedno sa na?om metodologijom recenzija, mi smo izra?unali Sigurnosni indeks kazina baziran na vi?e od 20 faktora, uklju?uju?i finansije, fer Uslove i pravila, prigovore igra?a i drugo. ?to je vi?i Sigurnosni indeks, ve?e su ?anse da vam va?i dobici budu ispla?eni.
The player from Ireland had submitted multiple withdrawal requests from RoySpins Casino but faced delays beyond the promised 3-5 business days. After providing the requested documents and encountering GDPR concerns, she was told to contact her bank to trace the missing funds, despite the bank indicating that the issue must be addressed by the casino. She expressed a lack of confidence in the casino’s willingness to resolve the issue. The situation was resolved when the casino confirmed that two of the three transactions totaling €460 had been credited back to her account, while the third transaction of €100 was still pending. Eventually, she marked the complaint as resolved after confirming that all funds had been received.
Igra?ica iz Irske je podnela vi?e zahteva za povla?enje sredstava od RoySpins Casino-a, ali se suo?ila sa ka?njenjima du?e od obe?anih 3-5 radnih dana. Nakon ?to je dostavila tra?ena dokumenta i nai?la na zabrinutosti u vezi sa GDPR-om, re?eno joj je da kontaktira svoju banku kako bi prona?la nestala sredstva, uprkos tome ?to je banka nazna?ila da problem mora re?iti kazino. Izrazila je nepoverenje u spremnost kazina da re?i problem. Situacija je re?ena kada je kazino potvrdio da su dve od tri transakcije u ukupnom iznosu od 460 evra vra?ene na njen ra?un, dok je tre?a transakcija od 100 evra jo? uvek u toku. Na kraju je ozna?ila ?albu kao re?enu nakon ?to je potvrdila da su sva sredstva primljena.
Poslao sam zahtev za povla?enje 100 evra iz kazina RoySpins.
Subota, 7. jun 2025:
Ponovo sam podigao iznos od 80 evra.
Nedelja, 8. jun 2025:
Po tre?i put sam podigao iznos od 280 evra.
RojSpins je obavestio da ?e isplate biti obra?ene u roku od 3-5 radnih dana. Nakon ?to je pro?lo 5 dana, bilo mi je dozvoljeno da se raspitam o ka?njenju,
Tra?ili su kompletne bankovne izvode bez poja?njenja
Ko bi pregledao ili obra?ivao dokumente, ili kako bi moji podaci bili za?ti?eni prema GDPR-u. Uprkos mojim brojnim naporima da dobijem ove informacije.
Kada sam izrazio zabrinutost u vezi sa uskla?eno??u sa Op?tom uredbom o za?titi podataka i transparentno??u, moj VPN pristup sajtu je bio blokiran, mogao sam da pristupim onlajn podr?ci samo koriste?i drugi ure?aj ili internet vezu.
Uprkos gore navedenom i mojim zabrinutostima, dostavio sam kompletan izvod iz banke koji jasno pokazuje da nema pristiglih uplata od RojSpinsa ili njihovog procesora pla?anja. Nadao sam se da ?e ovo re?iti problem, me?utim, Rojspins mi je potom rekao da direktno kontaktiram svoju banku kako bih prona?ao nestala sredstva.
U po?etku su dali samo 2 od 3 RRN (referentna) broja potrebna za pra?enje istog. Nakon dalje potrage, na kraju su dali i tre?i.
Banka je potvrdila da ne mo?e da prati ili istra?uje dolazne uplate koje nisu stigle. Samo banka ili trgovac koji je po?iljalac mo?e da pokrene pra?enje ili istragu. Tako?e su izjavili da nikada ne?e blokirati ili odlagati dolazne uplate.
Podelio sam PDF transkript mog razgovora sa AIB-om, potvr?uju?i da se stvar mora re?iti sa strane RoySpins-a.
U ovoj fazi, lopta je sada ponovo na strani RojSpinsa da re?i stvar. Me?utim, s obzirom na to kako su stalno prebacivali odgovornost za pra?enje nestalih sredstava na mene, nemam mnogo poverenja da ?e stvar biti re?ena bez spoljne intervencije.
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.
Hvala vam puno ?to ste podneli ?albu. ?ao nam je zbog problema sa va?im povla?enjem i razumemo va?u zabrinutost. Me?utim, imajte na umu da je sasvim uobi?ajeno da povla?enja sredstava traju nekoliko dana ili ?ak nedelja da se u potpunosti obrade. To zna?i da mo?e pro?i neko vreme pre nego ?to se va? novac pojavi na va?em ra?unu. Ovo ka?njenje mo?e biti uzrokovano nedovr?enom KYC verifikacijom ili velikim brojem zahteva za povla?enje. Zato savetujemo igra?ima da budu strpljivi, u potpunosti sara?uju sa kazinom i sa?ekaju najmanje 14 dana nakon zahteva za povla?enje pre nego ?to podnesu ?albu. Ako je va? nalog uspe?no verifikovan, va?a istorija igara proverena, va?e povla?enje odobreno od strane kazina, a jo? uvek niste primili svoj dobitak 14 dana od zahteva za povla?enje, molimo vas da nas obavestite i mi ?emo intervenisati i poku?ati da vam pomognemo.
Pored toga, da li ste dobili potvrdu da je va?a KYC verifikacija sada uspe?no zavr?ena?
Unapred vam hvala na strpljenju i razumevanju.
Srda?an pozdrav,
Katarina
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.
Da, dobio sam potvrdu da je KYC zavr?en, dobio sam RRN brojeve od kazina za transakciju koji su mi navodno poslati i zamoljen sam da sam kontaktiram banku kako bih ih pratio jer, prema kazinu, novac ?e biti kod mene do petka 13.
Moja ?alba se ne odnosi samo na povla?enje, ve? i na obmanjuju?e informacije koje je kazino pru?io, na odbijanje deljenja GDPR informacija prilikom zahtevanja osetljivih podataka, na blokiranje mog VPN-a od strane korisni?ke slu?be kada sam poku?ao da ih kontaktiram, na lo?u korisni?ku slu?bu, nedostatak informacija i transparentnosti.
Da li se bavite nekim od ovih pitanja ili vas zanima samo nov?ana strana stvari?
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?
Kona?no sam dobio odgovor od kazina, ali nisam bli?i re?enju. Iako priznajem da se mogu javiti tehni?ki problemi, odgovor kazina prebacuje svu odgovornost na tre?e strane, ostavljaju?i me u trajno nepovoljnom polo?aju. Dvonedeljno ka?njenje bez na?ina re?avanja je neoprostivo. Nedostatak konkretnog vremenskog roka ili alternativnih re?enja stavlja nepravedan teret na mene kao kupca. Moja sredstva ostaju nedostupna zbog problema izme?u *njihovih* izabranih partnera za pla?anje.
Onemogu?avanje metode povla?enja *nakon* ?to se problem pojavio ne ispravlja teku?u ?tetu uzrokovanu ka?njenjem.
Ispod je va? odgovor kazina za referencu.
O?ekuje se da ?ekam neodre?eni broj puta dok oni re?e svoje interne probleme. Ne bih imao problem ni sa ?im od ovoga da imaju bolju komunikaciju ili precizniji vremenski okvir, kazina ne bi trebalo da budu dvosmislena sa sredstvima kupaca.
> **Odgovor kazina**:
> 1. Prema na?em finansijskom odeljenju, transakcija je do?la do zastoja tokom obrade na strani banke na?eg provajdera pla?anja. Sredstva su i dalje u ovom stanju ?na ?ekanju/zaglavljena". Na?alost, po?to je ovo problem u bankarskom sistemu provajdera, nismo u mogu?nosti da direktno uti?emo na to. Provajder trenutno istra?uje uzrok gre?ke.
>
> 2. Vremenski okvir za re?avanje ili povra?aj novca:
> Zbog prirode problema i njegove zavisnosti od banke dobavlja?a pla?anja, nismo u mogu?nosti da pru?imo ta?an vremenski okvir. Me?utim, budite uvereni da je slu?aj pod aktivnom istragom.
> Mo?emo garantovati da postoje samo dva mogu?a ishoda:
> *Sredstva ?e biti uspe?no obra?ena i upla?ena na va? bankovni ra?un; ili
> *U suprotnom slu?aju, sredstva ?e biti vra?ena na va? igra?ki saldo, ?to vam omogu?ava da pokrenete novo ispla?ivanje putem iste (bankovski transfer) ili alternativne metode.
>
> 3. U vreme va?ih poku?aja povla?enja, nismo imali naznake bilo kakvog kvara od strane banke dobavlja?a pla?anja. Na?e finansijsko odeljenje je sa na?e strane smatralo transakciju ?uspe?nom". Kada je dobavlja? potvrdio problem, odmah smo onemogu?ili doti?ni metod kako bismo spre?ili dalje poreme?aje.
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.
Da biste stekli potpuniju sliku situacije, bio bih vam zahvalan ako biste mogli da odgovorite na slede?a pitanja:
Da li ste ranije uspe?no povla?eli novac?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Mo?ete li nas obavestiti o trenutnom statusu va?eg zahteva za isplatu? Da li je ozna?en kao na ?ekanju ili obra?en na va?em kazino nalogu? Ako je mogu?e, postavite snimak ekrana va?e istorije isplata ovde u ovoj temi.
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Unapred vam hvala na odgovoru.
Srda?an pozdrav,
Katarina
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.
Kako je potvrdio sajt Shared Roy Spins, ka?njenje je posledica problema sa njihovim dobavlja?em pla?anja. Problem je ?to je ve? pro?lo vi?e od dve nedelje, a oni ne mogu da mi daju vremenski okvir kada ?e biti re?eno, ne mogu da ponude alternativni na?in pla?anja, ne mogu da vrate sredstva u moj kazino nov?anik, ne odgovaraju na imejlove.
U osnovi, re?eno mi je da moram da ?ekam neograni?eno dok njihov provajder pla?anja ne re?i problem. Posle dve nedelje smatram da je nepravedno ?to ne mogu da mi ka?u koliko dugo ?u morati da ?ekam da bih pristupio svom dobitku.
Ispod je kopija i lepljenje odgovora koji sam dobio u njihovom ?askanju:
1. Prema na?em finansijskom odeljenju, transakcija je do?la do zastoja tokom obrade na strani banke na?eg provajdera pla?anja. Sredstva su i dalje u ovom stanju na ?ekanju/zastoja. Na?alost, po?to je ovo problem u bankarskom sistemu provajdera, nismo u mogu?nosti da direktno uti?emo na to. Provajder trenutno istra?uje uzrok gre?ke.
>
> 2. Vremenski okvir za re?avanje ili povra?aj novca:
> Zbog prirode problema i njegove zavisnosti od banke dobavlja?a pla?anja, nismo u mogu?nosti da pru?imo ta?an vremenski okvir. Me?utim, budite uvereni da je slu?aj pod aktivnom istragom.
> Mo?emo garantovati da postoje samo dva mogu?a ishoda:
> *Sredstva ?e biti uspe?no obra?ena i upla?ena na va? bankovni ra?un; ili
> *U suprotnom slu?aju, sredstva ?e biti vra?ena na va? igra?ki saldo, ?to vam omogu?ava da pokrenete novo ispla?ivanje putem iste (bankovski transfer) ili alternativne metode.
>
> 3. U vreme va?ih poku?aja povla?enja, nismo imali naznake bilo kakvog kvara od strane banke dobavlja?a pla?anja. Na?e finansijsko odeljenje je sa na?e strane smatralo transakciju ?uspe?nom". Kada je dobavlja? potvrdio problem, odmah smo onemogu?ili doti?ni metod kako bismo spre?ili dalje poreme?aje.
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.
?eleli bismo da se iskreno izvinjavamo Mi?el zbog ka?njenja.
Tri transakcije u ukupnom iznosu od 460 evra su zadr?ane na strani banke, kod provajdera pla?anja. Sada mo?emo da potvrdimo da su dve od njih, za 80 evra i 280 evra, poni?tene od strane banke i da su odgovaraju?i iznosi ve? upla?eni na ra?un igra?a.
Slobodno zatra?ite novo povla?enje sredstava. Finansijski tim ?e dati prioritet obradi ovog zahteva.
Tre?a transakcija, u iznosu od 100 evra, jo? uvek ?eka kona?nu odluku banke. Trenutno ?ekamo potvrdu da li ?e biti zavr?ena ili vra?ena.
Hvala vam na razumevanju.
Srda?an pozdrav,
Kazino RojSpins
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.
?elimo da vas obavestimo da je 25. juna 2025. godine banka tako?e poni?tila transakciju od 100 evra i da je novac vra?en na Mi?elin igra?ki ra?un.
Srda?an pozdrav,
Kazino RojSpins
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.
Dragon nam je da ?ujemo da je Va? problem re?en. Ozna?i?emo prigovor kao "re?en" u na?em sistemu. Hvala Vam na pomo?i i potvrdi. Ako budete imali bilo kakvih problema sa ovim ili bilo kojim drugim kazinom, nemojte oklevati da kontaktirate na? centar za re?avanje prigovora. Tu smo da Vam pomognemo.
Kao i uvek, na?e usluge su besplatne i ne prihvatamo nikakve darove. Ipak, bili bismo veoma zahvalni ako bi odvojili trenutak i podelili svoje iskustvo o nama na Trustpilot stranici: https://trustpilot.com/evaluate/www.kpvfaw.com. Va?a iskrena recenzija, zajedno sa predlozima za napredak ?e biti neizmerno vredna. Ona mo?e pomo?i i drugima koji razmi?ljaju da nas kontaktiraju radi pomo?i sa problemima oko online kazina.
Hvala unapred na odvojenom vremenu i recenziji. Srda?an pozdrav,
Katarina
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/www.kpvfaw.com. 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,
www.kpvfaw.com je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve na?e recenzije i vodi?i su kreirani iskreno, u skladu sa najboljim znanjem i rasu?ivanjem na?ih ?lanova iz ekspertskog tima; ipak ovaj sadr?aj je napravljen u informativne svrhe i ne bi smeo i trebao da se tuma?i kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego po?nete igrati u odre?enom kazinu.
