Royspins Casino - Lukning af spillerens konto efterfulgt af betydelige tab.

Good morning, a few weeks ago I contacted my VIP advisor via chat, asking to close my account indefinitely because I've had some gambling problems… well, as expected, he convinced me not to close it by offering me a bonus and reducing the cashback wagering requirement to x1… unfortunately, I fell for it, and I've lost a lot of money in this period, €12,000 this week alone… and if I calculate it since they convinced me, it's much more…

I've blocked my account for 5 days and my question is if, before closing it permanently, there's anything I can do to recover the capital or part of it…

thank you so much

Buenos dias, hace unas semanas me dirigí via chat a mi asesor vip podiendele cerrar mi cuenta indefinidamente ya que he tenido algunes problemas de juego… pues bien, como era de esperar me convenció para no cerrarlo a base de regalarem un bono y de reducir el requisito de apuestas en cashbak a x1… lamentablemente caí en la trampa, pues bien he perdido muchísimo dinero en este periodo, esta semana mismo 12.000€… y si hago el cálculo desde que me convencieron bastante mas….

he bloqueado mi cuenta por 5 dias y mi pregunta es si antes de cerrarla definitivamente se puede hacer algo para recuperar el capital o parte de él…

muchas gracias

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Dear Jordi198223,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Jordi198223,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru