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HemKlagom?lRoyspins Casino - Spelarens uttag har f?rsenats och inte ?tg?rdats.
Royspins Casino - Spelarens uttag har f?rsenats och inte ?tg?rdats.
Automatiskt ?versatt:
Belopp:
460 €
Royspins Casino
S?kerhetsindex:H?gt
S?kerhetsindex
I enlighet med v?r granskningsmetodik har vi ber?knat casinots s?kerhetsindex baserat p? ?ver 20 faktorer, inklusive casinots ekonomi, sk?ligheten hos villkoren, spelarklagom?l och annat. Ju h?gre s?kerhetsindex, desto troligare ?r det att du f?r ut dina vinster utan n?gra problem.
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.
Spelaren fr?n Irland hade skickat in flera uttagsf?rfr?gningar fr?n RoySpins Casino men st?tte p? f?rseningar ut?ver de utlovade 3-5 arbetsdagarna. Efter att ha tillhandah?llit de beg?rda dokumenten och st?tt p? GDPR-problem, ombads hon kontakta sin bank f?r att sp?ra de saknade pengarna, trots att banken indikerade att problemet m?ste ?tg?rdas av casinot. Hon uttryckte en brist p? f?rtroende f?r casinots vilja att l?sa problemet. Situationen l?stes n?r casinot bekr?ftade att tv? av de tre transaktionerna p? totalt 460 euro hade krediterats tillbaka till hennes konto, medan den tredje transaktionen p? 100 euro fortfarande v?ntade. S? sm?ningom markerade hon klagom?let som l?st efter att ha bekr?ftat att alla pengar hade mottagits.
Jag gjorde ett uttag p? 100 € fr?n RoySpins Casino.
L?rdag 7 juni 2025:
Jag gjorde ett andra uttag p? 80 euro.
S?ndag 8 juni 2025:
Jag gjorde ett tredje uttag p? 280 euro.
RoySpins meddelade att uttag skulle behandlas inom 3–5 arbetsdagar. N?r 5 dagar hade g?tt fick jag fr?ga om f?rseningen.
De beg?rde fullst?ndiga kontoutdrag utan att f?rtydliga
Vem skulle granska eller hantera dokumenten, eller hur mina uppgifter skulle skyddas enligt GDPR. Trots mina m?nga anstr?ngningar att f? tag p? denna information.
N?r jag framf?rde mina farh?gor om GDPR-efterlevnad och transparens blockerades min VPN-?tkomst till webbplatsen. Jag kunde bara f? tillg?ng till onlinesupport med en annan enhet eller internetanslutning.
Trots ovanst?ende och mina farh?gor, tillhandah?ll jag ett fullst?ndigt kontoutdrag som tydligt visade inga inkommande betalningar fr?n RoySpins eller deras betalningsleverant?r. Jag hade hoppats att detta skulle l?sa problemet, men Royspins bad mig sedan kontakta min bank direkt f?r att sp?ra de saknade pengarna.
Ursprungligen gav de bara tv? av de tre RRN-nummer (referensnummer) som kr?vdes f?r att sp?ra detsamma. Efter ytterligare efterforskningar tillhandah?ll de s? sm?ningom det tredje.
Banken bekr?ftade att de inte kan sp?ra eller utreda inkommande betalningar som inte har kommit fram. Endast den s?ndande banken eller handlaren kan inleda en sp?rning eller utredning. De uppgav ocks? att de aldrig kommer att blockera eller f?rsena inkommande betalningar.
Jag delade en PDF-transkription av mitt samtal med AIB, som bekr?ftar att ?rendet m?ste hanteras av RoySpins.
I det h?r skedet ligger bollen tillbaka hos RoySpins f?r att l?sa ?rendet. Men med tanke p? hur de konsekvent har lagt ansvaret f?r att sp?ra de saknade medlen p? mig har jag f?ga f?rtroende f?r att ?rendet kommer att l?sas utan extern inblandning.
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.
Tack s? mycket f?r att du skickade in ditt klagom?l. Vi beklagar problemet med ditt uttag och f?rst?r din oro. T?nk dock p? att det ?r ganska vanligt att uttag tar ett par dagar eller till och med veckor innan de behandlas helt. Det betyder att det kan ta lite tid innan dina pengar syns p? ditt konto. Denna f?rsening kan orsakas av oavslutad KYC-verifiering eller ett stort antal uttagsf?rfr?gningar. D?rf?r r?der vi spelare att ha t?lamod, samarbeta fullt ut med casinot och v?nta minst 14 dagar efter att de beg?rt sina uttag innan de skickar in ett klagom?l. Om ditt konto har verifierats, din spelhistorik har kontrollerats, ditt uttag har godk?nts av casinot och du fortfarande inte har f?tt dina vinster inom 14 dagar efter att du beg?rde uttaget, v?nligen meddela oss s? kommer vi att ingripa och f?rs?ka hj?lpa dig.
Har du dessutom f?tt en bekr?ftelse p? att din KYC-verifiering nu har slutf?rts?
Tack p? f?rhand f?r ditt t?lamod och din f?rst?else.
Med v?nliga h?lsningar,
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.
Ja, jag har f?tt bekr?ftelse p? att KYC var slutf?rd. Jag fick RRN-nummer fr?n casinot f?r transaktionen som ska ha skickats till mig, och jag blev ombedd att kontakta banken sj?lv f?r att sp?ra dem eftersom pengarna enligt casinot skulle vara hos mig senast fredagen den 13:e.
Mitt klagom?l g?ller inte bara uttaget, det handlar om den vilseledande informationen som casinot tillhandah?ll, det handlar om v?gran att dela GDPR-information n?r jag beg?rde k?nsliga uppgifter, det handlar om att blockera mitt VPN fr?n kundtj?nsten n?r jag f?rs?kte kontakta dem, det handlar om den d?liga kundtj?nsten, bristen p? information och transparens.
Tar du itu med n?gra av dessa problem eller ?r du bara intresserad av den ekonomiska sidan av saken?
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?
Jag har ?ntligen f?tt svar fr?n casinot men ?r inte n?rmare en l?sning. ?ven om jag ?r medveten om att tekniska problem kan uppst?, flyttar casinots svar allt ansvar till tredje part, vilket g?r mig missgynnad p? obest?md tid. En tv? veckors f?rsening utan l?sningsv?g ?r of?rl?tligt. Att undanh?lla en konkret tidslinje eller alternativa l?sningar l?gger en or?ttvis b?rda p? mig som kund. Mina pengar ?r fortfarande o?tkomliga p? grund av ett problem mellan *deras* valda betalningspartners.
Att inaktivera uttagsmetoden *efter* att problemet uppstod ?tg?rdar inte den p?g?ende skadan som f?rseningen orsakat.
Nedan f?ljer ert casinos svar som referens.
F?rv?ntningen ?r att jag v?ntar ett obest?mt antal g?nger medan de l?ser sina egna interna problem. Jag skulle inte ha n?gra problem med n?got av detta om de hade b?ttre kommunikation eller en mer definitiv tidslinje. Kasinon borde inte vara tvetydiga med kundernas pengar.
> **Casinots svar**:
> 1. Enligt v?r finansavdelning fastnade transaktionen under bearbetningen p? bankens sida hos v?r betalningsleverant?r. Pengarna ?r fortfarande i detta v?ntande/fastnade tillst?nd. Tyv?rr, eftersom detta ?r ett problem inom leverant?rens banksystem, kan vi inte p?verka det direkt. Leverant?ren unders?ker f?r n?rvarande orsaken till felet.
>
> 2. Tidsram f?r l?sning eller ?terbetalning:
> P? grund av problemets karakt?r och dess beroende av betalningsleverant?rens bank kan vi inte ange en exakt tidsram. Vi kan dock vara f?rs?krade om att ?rendet ?r under aktiv utredning.
> Vi kan garantera att det bara finns tv? m?jliga utfall:
> *Pengarna kommer att behandlas och krediteras ditt bankkonto; eller
> *Om inte, kommer pengarna att ?terf?ras till ditt spelsaldo, vilket g?r att du kan g?ra ett nytt uttag via samma (bank?verf?ring) eller en alternativ metod.
>
> 3. Vid tidpunkten f?r dina uttagsf?rs?k hade vi inga tecken p? n?got fel fr?n betalningsleverant?rens bank. V?r finansavdelning betraktade transaktionen som "lyckad" fr?n v?r sida. N?r leverant?ren bekr?ftade problemet inaktiverade vi omedelbart den ber?rda metoden f?r att f?rhindra ytterligare st?rningar.
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.
F?r att f? en helt?ckande f?rst?else av situationen skulle jag uppskatta om du kunde svara p? f?ljande fr?gor:
Har du gjort n?gra lyckade uttag tidigare?
Har du samlat dina vinster med eller utan en aktiv bonus?
Kan du v?nligen informera oss om den aktuella statusen f?r din uttagsbeg?ran? ?r den markerad som v?ntande eller behandlad p? ditt casinokonto? Om m?jligt, v?nligen posta en sk?rmdump av din uttagshistorik h?r i den h?r tr?den.
Jag hoppas att vi kan hj?lpa dig att l?sa detta problem s? snart som m?jligt. Tack s? mycket p? f?rhand f?r ditt svar.
Med v?nliga h?lsningar,
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.
Eftersom delade Roy Spins har bekr?ftat att f?rseningen beror p? ett problem med deras betalningsleverant?r, ?r problemet att det redan har g?tt mer ?n tv? veckor och de kan inte ge mig en tidsram f?r n?r det kommer att vara l?st, de kan inte erbjuda en alternativ betalningsmetod, de kan inte ?terbetala pengarna till min casinopl?nbok, de svarar inte p? e-postmeddelanden.
Jag har i princip f?tt h?ra att jag m?ste v?nta p? obest?md tid medan deras betalningsleverant?r l?ser problemet. Efter tv? veckor tycker jag att det ?r or?ttvist att de inte kan s?ga till mig hur l?nge jag m?ste v?nta p? att f? tillg?ng till mina vinster.
nedan ?r en kopia och klistra in svaret jag fick i deras chatt:
1. Enligt v?r finansavdelning fastnade transaktionen under bearbetningen hos v?r betalningsleverant?r. Pengarna ?r fortfarande i detta v?ntande/fastnade tillst?nd. Tyv?rr, eftersom detta ?r ett problem inom leverant?rens banksystem, kan vi inte p?verka det direkt. Leverant?ren unders?ker f?r n?rvarande orsaken till felet.
>
> 2. Tidsram f?r l?sning eller ?terbetalning:
> P? grund av problemets karakt?r och dess beroende av betalningsleverant?rens bank kan vi inte ange en exakt tidsram. Vi kan dock vara f?rs?krade om att ?rendet ?r under aktiv utredning.
> Vi kan garantera att det bara finns tv? m?jliga utfall:
> *Pengarna kommer att behandlas och krediteras ditt bankkonto; eller
> *Om inte, kommer pengarna att ?terf?ras till ditt spelsaldo, vilket g?r att du kan g?ra ett nytt uttag via samma (bank?verf?ring) eller en alternativ metod.
>
> 3. Vid tidpunkten f?r dina uttagsf?rs?k hade vi inga tecken p? n?got fel fr?n betalningsleverant?rens bank. V?r finansavdelning betraktade transaktionen som "lyckad" fr?n v?r sida. N?r leverant?ren bekr?ftade problemet inaktiverade vi omedelbart den ber?rda metoden f?r att f?rhindra ytterligare st?rningar.
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.
Vi vill framf?ra v?ra uppriktiga urs?kter till Michelle f?r f?rseningen.
Tre transaktioner p? totalt 460 euro stoppades av bankens sida hos betalningsleverant?ren. Vi kan nu bekr?fta att tv? av dem, p? 80 euro och 280 euro, har ?terf?rts av banken och motsvarande belopp har redan krediterats spelarens konto.
Beg?r g?rna ett nytt uttag. Finansavdelningen kommer att prioritera behandlingen av denna beg?ran.
Den tredje transaktionen, p? 100 euro, v?ntar fortfarande p? ett slutgiltigt beslut fr?n banken. Vi v?ntar f?r n?rvarande p? bekr?ftelse p? om den kommer att slutf?ras eller returneras.
Tack f?r din f?rst?else.
Med v?nliga h?lsningar,
RoySpins casino
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.
Vi vill informera er om att den 25 juni 2025 ?terf?rdes transaktionen p? 100 € av banken och har krediterats tillbaka till Michelles spelkonto.
Med v?nliga h?lsningar,
RoySpins Casino
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.
Vi vill informera alla som f?ljer det h?r ?rendet att spelaren har anv?nt den dedikerade knappen f?r att markera klagom?let som l?st. Hej Michellel177,
Vi ?r glada att h?ra att ditt problem har blivit l?st. Vi kommer att markera klagom?let som "L?st" i v?rt system. Tack f?r ditt samarbete och din bekr?ftelse. Om du skulle uppleva framtida problem med detta eller n?got annat casino, s? tveka inte att kontakta v?rt Center f?r klagom?lsl?sning. Vi finns h?r f?r att hj?lpa dig.
V?ra tj?nster ?r som alltid helt kostnadsfria, och vi accepterar ingen dricks. D?remot skulle vi verkligen uppskatta om du kunde ta en stund och dela med dig av din upplevelse av v?ra tj?nster p? Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Din ?rliga recension, tillsammans med eventuella f?rb?ttringsf?rslag, skulle vara oerh?rt v?rdefull. Den kan ocks? hj?lpa andra som funderar p? att kontakta oss f?r hj?lp med fr?gor kring onlinecasinon.
Vi tackar dig p? f?rhand f?r din tid och dina synpunkter. Med v?nliga h?lsningar,
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 ?r en oberoende k?lla till information om onlinecasinon och onlinecasinospel, som inte kontrolleras av n?gon speloperat?r eller n?gra andra institutioner. Alla v?ra recensioner och guider skapas med st?rsta objektivitet och ?rlighet, efter b?sta k?nnedom och bed?mning av medlemmarna i v?rt oberoende expertteam. De ?r emellertid endast avsedda som informationsunderlag och ska varken tolkas som, eller anses vara, r?dgivning i juridisk mening. Du ska alltid sj?lv s?kerst?lla att du uppfyller alla r?ttsliga skyldigheter innan du spelar p? ett utvalt casino.