Kære Casino Guru,
Jeg skriver for formelt at indgive en klage mod Royspins Casino vedrørende et nyligt problem med min konto, som har efterladt mig dybt utilfreds. Nedenfor er en detaljeret oversigt over situationen:
Jeg omsatte en bonus med succes, da jeg var i stand til at vinde $40.000 tæt på, at bonussen blev omsat fuldt ud. Ifølge bonusvilkårene var den maksimalt tilladte udbetaling $10.000. Men mens jeg opfyldte det sidste stykke omsætningskrav, oplevede jeg betydelig forsinkelse og forsinkelser i spilleautomatens spins, hvilket fik min saldo til at falde til $7.550. Den skulle kun være faldet til $10.000, da det er det, den vender tilbage til, når bonussen er blevet 100% omsat, men på grund af denne forsinkelse og det faktum, at spins var 10 sekunder efter min saldo, faldt den til $7.550. Da det maksimale udbetalingsbeløb var $10.000, havde jeg ingen grund til at fortsætte med at satse, så jeg kontaktede VIP-support med det samme. Desværre har jeg ikke modtaget svar i 24 timer. I et forsøg på at inddrive det tabte beløb og nå udbetalingsgrænsen på $10.000, fortsatte jeg med at spille, men det lykkedes ikke. Mine bekymringer blev til sidst afvist af Michal, lederen af VIP-teamet, som reagerede ufølsomt og uprofessionelt. Hans svar inkluderede et upassende citat fra Al Capone, som jeg fandt både uprofessionelt og afvisende over for mine oprigtige bekymringer. Derudover foreslog Michal, at jeg kunne have vundet mere, hvilket var irrelevant for spørgsmålet om at inddrive mit tabte beløb.
Efter at have udført min egen forskning fandt jeg ud af, at forsinkelsen sandsynligvis skyldtes brugen af VPN til at få adgang til et meget større spilkatalog, som jeg blev rådgivet af Royspins Casino supportteam. Jeg sendte dem endda en e-mail med mine bekymringer om at bruge VPN, og de lovede mig, at det var sikkert og ikke ville påvirke mine gevinster (se vedhæftede PDF-dokument). I betragtning af denne klage har det tydeligvis påvirket mine gevinster, og jeg ville aldrig have gjort det, hvis jeg ikke blev rådet af supporten til at gøre det.
Anbefalingen nævnte ikke nogen potentielle påvirkninger af min spilkvalitet og -oplevelse. Jeg stolede på, at de vidste, hvad de talte om, men deres anbefaling til mig om at oprette forbindelse via det finske netværk ser ud til at have forårsaget 5-10 sekunders forsinkelser og påvirket min spilydelse. Det kan skyldes den betydelige afstand mellem Australien og Finland.
Efter at have ventet over en uge på en løsning, var det svar, jeg modtog, yderst skuffende. Jeg blev tilbudt en $1.000 bonus med et 30x omsætningskrav, hvilket føltes mere som en symbolsk gestus end en ægte opløsning. I betragtning af de udfordringer, jeg stod over for, ville jeg have foretrukket ingen bonus overhovedet frem for den lille chance for at konvertere den til en udbetaling. Forsinkelserne forårsaget af VPN-netværket mellem Finland og Australien resulterede i et tab på $2.500 fra de $10.000, jeg kunne have vundet. Selvom bonusomsætningen var fuldført, påvirkede yderligere spins, forværret af VPN-forsinkelsen, min saldo yderligere.
I lyset af disse omstændigheder anmoder jeg om kompensation for de $10.000, som jeg nu har mistet på grund af netværksforsinkelserne nævnt ovenfor, som alle er forårsaget af Royspins, der fik mig til at tro, at brugen af VPN var sikker og ikke ville påvirke mine gevinster. var ingen omtaler af potentielle problemer med ydeevnen, så situationen var uden for min kontrol og direkte påvirkede min evne til at hæve de $10.000, jeg havde vundet.
På trods af at jeg har brugt over $200.000 på dette casino, er jeg gentagne gange blevet lovet, at Royspins-ledelsen ville tilpasse sig og overveje yderligere forbedringer for mig som VIP, givet min status som en værdsat kunde. Desværre er disse løfter aldrig blevet opfyldt. VIP-systemet har været det værste, jeg er stødt på i branchen. På trods af mit betydelige forbrug, måtte jeg selv nå ud for at få en VIP-manager via Telegram efter over en måned at have været en væsentlig bidragyder til kasinoets indtægt. Jeg følte mig ofte ikke værdsat som kunde, forværret af den konstante mangel på information og klarhed om, hvordan VIP-bonusser fungerer, såsom cashbacks og personlige bonusser. Personlige bonusser givet af VIP'er kommer direkte ud af den ugentlige cashback, hvilket betyder, at du ikke kun skal omsætte bonusser 30x, men du får heller ikke noget ekstra for at være en værdsat kunde. Det hele kommer ud af din ugentlige cashback.
Det mest skuffende aspekt af min oplevelse med Royspins var deres konstante forsikring om forpligtelse til VIP-kundetilfredshed, men der blev ikke gjort en ekstra indsats for at forbedre min oplevelse.
Jeg håber på en løsning, der i tilstrækkelig grad afspejler de problemer, jeg stod over for, og de tab, jeg har lidt. Som loyal kunde er jeg dybt skuffet over den behandling, jeg har fået. Jeg vil også sikre, at andre, der overvejer at blive medlem af dette casino, er klar over deres tomme løfter.
Tak for din opmærksomhed på denne sag. Jeg ser frem til dit hurtige svar.
Venlig hilsen,
Antony Marmino
Dear Casino Guru,
I am writing to formally lodge a complaint against Royspins Casino regarding a recent issue with my account that has left me deeply dissatisfied. Below is a detailed summary of the situation:
I successfully turned over a bonus as I was able to win $40,000 close to the bonus being fully turned over. According to the bonus terms, the maximum allowed withdrawal was $10,000. However, while fulfilling the last bit of turnover requirements, I experienced significant lag and delays in the slot machine’s spins, this caused my balance to drop to $7,550. It should have only dropped down to $10,000 as this is what it reverts to once the bonus has been 100% turned over however due to this lag and the fact the spins were 10 seconds behind my balance dropped to $7,550. Given that the maximum withdrawal amount was $10,000, I had no reason to continue betting, so I contacted VIP support immediately. Unfortunately, I did not receive a response for 24 hours. In an attempt to recover the lost amount and reach the $10,000 withdrawal limit, I continued to play but was unsuccessful. My concerns were eventually dismissed by Michal, the Head of the VIP team, who responded insensitively and unprofessionally. His response included an inappropriate quote from Al Capone, which I found both unprofessional and dismissive of my genuine concerns. Additionally, Michal suggested that I could have won more, which was irrelevant to the issue of recovering my lost amount.
After conducting my own research, I found that the delay was likely due to using the VPN to access a much bigger gaming catalogue which I was advised by Royspins Casino support team. I even emailed them with my concerns of using the VPN and they promised me it was safe and wouldn’t affect my wins (see attached PDF document). Given this complaint it clearly has affected my wins and I would never have done it if I wasn’t advised by support to do so.
The recommendation did not mention any potential affects to my gaming quality and experience. I trusted they knew what they were talking about however their recommendation to my to connect through the Finland network, appears to have caused the 5-10 second delays and affected my game performance. This may be due to the significant distance between Australia and Finland.
After waiting over a week for a resolution, the response I received was extremely disappointing. I was offered a $1,000 bonus with a 30x wagering requirement, which felt more like a token gesture than a genuine resolution. Given the challenges I faced, I would have preferred no bonus at all rather than the slim chance of converting it into a withdrawal. The delays caused by the VPN network between Finland and Australia resulted in a loss of $2,500 from the $10,000 I could have won. Although the bonus turnover was completed, additional spins, compounded by the VPN delay, further impacted my balance.
In light of these circumstances, I am requesting compensation for the $10,000 I have now lost due to the network delays mentioned above which has all been caused by Royspins making me believe that the use of VPN was safe and wouldn’t affect my winnings, There was zero mentions of potential issues with performance so the situation was beyond my control and directly impacted my ability to withdraw the $10,000 I had won.
Moreover, despite spending over $200,000 at this casino, I have been repeatedly promised that Royspins management would adapt and consider further improvements for me as a VIP, given my status as a valued client. Unfortunately, these promises have never been fulfilled. The VIP system has been the worst I have encountered in the industry. Despite my substantial spending, I had to reach out myself to get a VIP manager via Telegram after over a month of being a significant contributor to the casino's income. I often felt unappreciated as a customer, exacerbated by the constant lack of information and clarity about how VIP bonuses work, such as cashbacks and personal bonuses. Personal bonuses given by VIPs come directly out of the weekly cashback, meaning that not only do you have to turn over bonuses 30x, but you also get nothing extra for being a valued customer. It all comes out of your weekly cashback.
The most disappointing aspect of my experience with Royspins was their constant assurance of commitment to VIP customer satisfaction, yet no extra effort was made to enhance my experience.
I hope for a resolution that adequately reflects the issues I faced and the losses I incurred. As a loyal customer, I am deeply disappointed by the treatment I have received. I also want to ensure that others who are considering joining this casino are aware of their empty promises.
Thank you for your attention to this matter. I look forward to your prompt response.
Best regards,
Antony Marmino
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