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Hi Akolcova1990 - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

In regards to the vulnerable player request, unfortunately we won't be able to assist you in this case. It looks like the operator's licence expired a year ago, which would make this an unlicensed property. These operators function without appropriate licensing specifically so they do not have to adhere to the standards set out by regulatory authorities surrounding the protection of vulnerable players. As such, the chances of them deciding to take appropriate action in a case like this simply because we asked them to is vanishingly small.

You may find the free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 119k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in the Responsible Gambling Directory.

However, we can still look into the missing funds and see what we can find out.

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com. Please use the forward function on your emails rather than taking screenshots.

In this case also provide communocations you have had with Banxa in regards to the original transfer.

Thanks,
CasinoReviews.com Complaints Team

Hi Akolcova1990,

Thank you for your response and the PDFs.

It seems that the operator is taking you through a source of wealth check. Our recommendation for this is to always co-operate and provide the required information. This is a legal requirement that the responsible individuals within the operator's team have to satisfy. Unless it is physically impossible for you to comply with the document request, this is not a matter we would intervene in.

Have you provided all the information required? As per the last email attached, it seems that RoySpins is still waiting for information from your end.

CasinoReviews.com Complaints Team

Hi Akolcova1990,

Following up on our previous communication.

It seems that the operator is taking you through a source of wealth check. Our recommendation for this is to always co-operate and provide the required information. This is a legal requirement that the responsible individuals within the operator's team have to satisfy. Unless it is physically impossible for you to comply with the document request, this is not a matter we would intervene in.

Have you provided all the information required? As per the last email attached, it seems that RoySpins is still waiting for information from your end.

CasinoReviews.com Complaints Team

Dear CasinoReviews Complaints Team,

Thank you for your response.

I would like to clarify an important factual error in your conclusion.

Yes, I cooperated with the operator over one year ago and provided all documents that were requested at that time, including my identification documents and bank statements. I fully complied with the verification process.

However, RoySpins / JER-Team N.V. is not currently communicating with me. The operator has not requested any additional documents from me, has not initiated any further verification process, and has not contacted me regarding any ongoing review.

On the contrary, I recently sent an official written request asking RoySpins / JER-Team N.V. to provide the identity and contact details of its appointed ADR (Alternative Dispute Resolution) entity, and the operator has completely ignored that request. I have received no response whatsoever.

Therefore, I do not understand how CasinoReviews concluded that RoySpins is still waiting for information from me. This is factually incorrect. The operator is not requesting documents from me; the operator is simply not responding.

In addition, RoySpins / JER-Team N.V. has still not explained what happened to the missing €500, despite Banxa confirming that the full amount of €2,000 was transferred in the direction of RoySpins / JER-Team N.V. Nor has the operator returned the €1,500 that I requested to be refunded due to gambling addiction and responsible gambling concerns.

I respectfully ask CasinoReviews to reconsider its position based on the actual facts of the case, including the operator’s complete failure to respond to my ADR request and its continued refusal to provide access to an independent dispute resolution mechanism.

Kind regards,Anastasiia Koltsova

Hi Akolcova1990,

In our above message, we were recapping what we saw in the emails and asking questions about information that we were missing. If you re-read our message, we never took a position, or gave a resolution.

The only final position we have offered, is the fact that we will not be able to help with the vulnerable player request.

We ended our message asking whether you has provided the information that was requested of you in the emails you passed on to us.

Since you have now confirmed that you have provided the information, please forward any documents you may have submitted during verification, to complaints@casinoreviews.com.

Thanks,
CasinoReviews.com Complaints Team

Hi Akolcova1990,

Following up on our previous communication.

Since you have now confirmed that you have provided the information, please forward any documents you may have submitted during verification, to complaints@casinoreviews.com.

Thanks,
CasinoReviews.com Complaints Team

Hi Akolcova1990,

If we haven't received the requested information from you by Friday the 18th of September we will assume you no longer need our assistance and close this complaint.

Thanks,
CasinoReviews.com Complaints Team

Abandoned – The submitting complainant has become non-responsive to our requests for additional information. As such we assume that they’ve managed to resolve their issue on their own.

I deposited €2,000 via Banxa, but due to a technical issue during transaction processing by RoySpins, only €1,500 was credited while €500 disappeared. This caused me significant anxiety, and before placing any bets I requested withdrawal of my funds due to gambling addiction. RoySpins did not act on my responsible gambling request. Instead, after KYC I was informed that my Source of Funds was under suspicion, and RoySpins stated that my information could be reported to the Finnish tax authorities. My funds were withheld, no final complaint decision was issued, my request for details of the independent ADR provider was ignored, and almost one year later neither the missing €500 nor my remaining balance has been returned or properly explained. I request a review of RoySpins' compliance with its licensing obligations.

RoySpins Casino – Missing Funds and Failure to Protect a Vulnerable Player

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