Royspins Casino - Dem Spieler fehlt das versprochene Cashback.

Hello dear Guru Team,

I have a problem with the cashback from Royspins.

I am a Vip customer and I have not received any cashback today (20.03.25), despite deposits totaling around €300 this week (see attachment in the video). It is also not because the cashback is calculated based on the total difference (withdrawal/deposit/cashbacks already received).

Because as you can see in the video I have since registration total:

6,394.00 € paid in

4,200.00 € payout

Difference = 2,194.00 in the red.

Then the cashback already received is deducted, unfortunately you can't see how much it was in total, but it's a long way from €2,194.00. So I'm in the red accordingly and have evidence that I paid in around €300 this week.

And as a little "extra," as a VIP member at Royspins, you have >NO< possibility to contact your "Personal VIP Manager," as stated.

-- That one doesn't exist! -Laugh-

Only by email and then you only get a reply after a whole day and always from someone different, so no personal VIP manager.

It would be great if Royspins would comment on this.

Because apart from these points, I think the casino is great.

Ahoy from the north!

Hallo Liebes Guru Team,

ich habe ein Problem mit dem Cashback von Royspins.

Ich bin Vip Kunde, und ich habe heute (20.03.25) kein Cashback erhalten, trotz Einzahlungen von Insg Ungefähr 300€ ~ in dieser Woche (Siehe Anhang im Video) Es liegt auch nicht daran das dass Cashback anhand von der Gesamtdifferenz (Auszahlung/Einzahlung/Bereits erhaltene Cashbacks) berechnet wird.

Denn wie man im Video sehen kann habe ich seit Registrierung Insg:

6.394,00 € Eingezahlt

4.200,00 € Auszahlung

Differenz = 2.194,00 im Minus.

Dann wird der bereits erhaltene Cashback noch abgezogen, leider kann man diesen nicht nachvollziehen wieviel es insg waren, aber Laaaaange keine 2,194.00 € Also bin ich dementsprechend im Minus und habe Nachweislich um die 300€ diese Woche eingezahlt.

Und als kleines "Extra" hat man bei Royspins als Vip Member nicht wie angegeben >KEINE< möglichkeit mal ebend sein "Persönlichen Vip Manager" anzusprechen..

-- Den den gibt es garnicht! -Lach-

Auschließlich per Email und dann bekommt man auch erst eine Antwort nach einen ganzen Tag und immer von jemand anderen, also Nix mit Persönlicher Vip Manager.

Wäre super wenn Royspins stellung dazu nimmt.

Denn bis auf diese Punkte finde ich das Casino ansonsten Super.

Ahoi aus dem Norden!

Dear ManolitoOo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royspins Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you contacted casino support regarding not receiving the cashback?
• What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected]

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your response and for handling my dispute.

An email with the required documents will be sent to the email address you provided.

Best regards

M. Schaffer

Vielen Dank für ihre Antwort und die Bearbeitung meines Streitfalles.

Eine Email mit Geforderten Dokumenten ist an die von ihnen Angegebene Email Adresse Gesendet.

Mit Freundlichen Grüßen

M.Schaffer

Thanks for your patience.

I checked the website and found this:

Cashback is automatically credited every Thursday from 1:00-16:00 UTC+0.

The cashback amount for Thursday is automatically determined based on the difference between losing and winning bets until Monday of the same week.

Deposits and withdrawals made from Monday to Thursday of the same week are not included in the cashback calculation.

Cashback is calculated based on the overall difference between losing and winning bets since the account was created, deducting any already credited cashback.

The cashback percentage depends on the overall loss difference:

* If the overall loss difference is less than €5100, the cashback percentage ranges 5%-12%.

* If the overall loss difference is more than €5100, the cashback percentage ranges 16%-28%. In this case, cashback is individually determined by the VIP department.

Could you please clarify if you received the cashback the following week?

Please let me know the detailed records of your deposits since the video you refer to wasn't included in your complaint post. If you wish to share supporting evidence, forward it to my email at [email protected]

Thanks in advance for your reply.

Dear ManolitoOo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.