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On August 1, 2026, at approximately 5:00 PM, I won €485 playing a game. I tried to withdraw the money, but the page closed, and now I can't deposit or withdraw any funds. I tried changing my password, but I haven't received any emails with a link to do so. Also, it says my account is deactivated. Why? This is awful; I paid to play. I wrote to the contact email address, and they replied that they closed my account for administrative reasons.

El día de 1 de agosto 2026 aproximadamente a las 5 y algo de la tarde gane 485€ jugando intente hacer retiro del dinero y la página se cerró y ahora no me deja ingresar ni retirar el dinero, intente cambiar la clave y tampoco me llega ningún correo con link para hacer, resolver esto otra cosa me pone cuenta desactivada porque? Esto me sabe fatal yo he pagado para jugar, escribí al correo de contacto y me han respondido que han cerrado mi cuenta por sedición administrativa y ya

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I was playing slots, I tried to withdraw, it sent me to document verification, but when I tried to upload the documents, the page automatically restarted and logged me out, and I couldn't log back in. They gave me a bonus and I reached the required amount, then I played several games and accumulated winnings by buying scatter bonuses. With an open bonus, you can't do that; it's against the rules, and I ended up with 485.

Fuen en tragamonedas, yo hice el intento de retirar me mandó a verificación de documentos cuando intenté subir documentos ya automáticamente se reinició la página y me saco del sistema y ya no pude entrar, me dieron un bono y llegué a lo exigido luego jugué varios juegos y fui acumulando comprando bonos de scatters y fui acumulando ganancias, con bono abierto no se puede hacer, está en lo reglamentario y justo me quedé en 485

Sorry, this isn't getting resolved. Now they're asking for a bank statement, which I upload but they keep rejecting it. I paid with Apple Pay and the payment isn't showing up under the casino's name, so I don't know what to do.

Perdona esto no se resuelve, ahora me piden extracto bancario claro yo lo subo pero lo rechazan, yo pagué por Apple pay y no me sale el pago con el nombre del casino entonces no sé qué hacer

Thank you very much for your reply, EdwarsJ. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have sent a copy of the emails to mailto:[email protected]

He enviado la copia de los correos a mailto:[email protected]

Kristina, this continues, it's not resolved, they won't accept any bank statements, what do I do?

kristina esto continua no se resuelve no aceptan ningun extracto del banco, que hago??

Dear EdwarsJ,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear EdwarsJ,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RockySpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello EdwarsJ,

We noticed your recent message and would like to move forward with your refund as soon as possible.

Your submitted documents have been approved. Our team also sent you an email yesterday evening, on 15 September, with the next steps and the information we need from you in order to proceed. For your security and privacy, we cannot share or discuss those details on this public platform.

Please check your inbox (and your spam/junk folder) for our message and reply directly to that email with the requested information. Once we receive your response and the refund is processed, you will be notified via email.

Kind regards,

RockySpin Casino

The problem is that I've sent the credit card and bank statements for the payments I made many times, and I paid via Apple Pay, so the dates will never match. For example, on September 1st, I made a €45 Apple Pay payment, and it wasn't reflected in my account until September 3rd. I've explained this, and the casino rejects everything, and you also reject my emails. In fact, you deleted all my attempts to upload the documents from the casino's website. I have proof of this; I took screenshots. I've included proof of the payments, which, of course, doesn't match the casino's dates, as I mentioned.

So let's see how they resolve this. I'm not here just to be here; I'm here because I paid.

Look at the number of emails: 42 emails written and nothing resolved.

I have plenty of evidence to provide showing that I've been given countless obstacles to paying. Why? Well, I have a very bad answer: "Scams." I don't know, but it's something to consider. Please put an end to this.

El problema es que yo he enviado muchas veces los extractos de la tarjeta y cuenta bancaria con la que pagué y yo lo hice por Apple Pay lo cual las fechas no van a coincidir nunca, ejemplo yo el día 01 de septiembre hice un pago con Apple Pay de 45€ y este no se refleja en la cuenta hasta el día 3 de septiembre y lo he dicho lo he explicado y el casino me rechaza todo y ustedes por correo también de hecho borraron de la página del casino la cantidad de intentos que hice de subir los documentos tengo pruebas de eso hice capturas, hay pongo pruebas de los pago claro no coinciden con las fechas del casino por lo que comenté

Así que a ver cómo lo resuelven yo no estoy aquí por estar, estoy porque he pagado

mira la cantidad de correos de 42 correos escritos y nada resuelto

tengo mucho material que aportar donde demuestro que me han puesto mil trabas para pagar, porque? Pues tengo una muy mala respuesta "Estafar" no lo sé pero se puede pensar, finiquitar esto por favor

Dear RockySpin Casino Team,

Can you please assist the player? Thank you very much in advance

Hello EdwarsJ,

We have just sent you a new email containing the instructions and credentials required for your refund. At this stage, no additional documents are needed - only the requested details are required in order for the refund to proceed. Without this information, we are unable to move forward.

We understand that you have previously provided account details; however, this step is necessary as part of our standard process. Once you reply to the email with the requested information, we will be able to initiate the refund process.

Please check your inbox (including your spam/junk folder) for our message and reply directly to that email with the required details. As soon as we receive your response and the refund has been processed, you will be notified by email.

Thank you for your cooperation.

Kind regards,

RockySpin Casino

Why are these people taking so long? I already made a withdrawal through the casino website and they rejected it without any warning or explanation. I replied to their email today, Thursday, September 17th, to see how long it takes them to pay the €489. How many days will it take?

Esta gente porque da tantas largas ya hice un retiro por la página del casino y ya me la han rechazando sin avisar ni nada ni dar un porqué, ya he respondido el correo hoy jueves17/09/26 a ver cuánto tardan en pagar los 489€, cuantos días pasarán

When are these people going to pay me? I replied to the message 3 days ago and I haven't heard anything since, they haven't even responded. This is never going on.

Esta gente cuando me va a pagar ya conteste el mensaje hace 3 días y ni sé nada mas no han dado ni respuesta, esto es eterno

They've replied to two emails asking for my account details, which I already sent, and I even attached proof of account ownership. Let's see how much longer it takes them to pay.

Me han respondido de 2 correos pidiéndome la cuenta cosa que ya yo envié y de paso les adjunte la titularidad de la cuenta vamos a ver cuánto más tardan en pagar

I just received another email with this

I have sent a lot of information; in fact, I sent a certificate of ownership from my bank where the bank's address is stamped at the bottom.

It's perfectly clear, so I don't understand this? I've sent them an electricity bill with the information. These people have tons of my documents already. This doesn't bode well, and it doesn't seem normal or legal. I should take legal action. I'm tired of all the delays and these people laughing in my face and not paying me. If it's not one thing, they make up another that I've given them. It seems like they don't read anything.

Me acaban de enviar otro correo con esto

yo he enviado muchísima información de hecho envié un certificado de titularidad de mi banco donde en la parte baja en sello húmedo pone la dirección del banco

se ve perfectamente entonces no entiendo esto? Le he enviado un recibo de luz con la información, esta gente tiene documentación mía muchísima ya esto no me da ni buena espina ni me parece normal ni legal, yo debería tomar acciones legales con esto ya estoy cansado de tantas largas y esta gente riéndose en mi cara y no me pagan si no es una cosa de inventan otra que yo les he dado parece que no leen nada

They've deactivated my account again and haven't paid me.

me han vuelto a desactivar la cuenta y no me han pagado

Dear RockySpin Casino Team,

The player states that he has provided the requested banking and address information, but the refund remains unpaid. Could you please confirm whether all refund requirements have now been completed and provide the current processing status?

If anything is still missing, please identify the exact item required so the player can address it without further repeated submissions.

Thank you.

Hello EdwarsJ,

We would like to confirm that your refund request has been processed and the funds have been sent to your designated bank account. You have also been notified of this update via email.

Please note that bank transfers may take up to five business days to be credited, depending on the receiving bank and its processing times. We kindly ask you to allow this timeframe for the funds to arrive.

Should you require any further assistance, please do not hesitate to contact us.

Best regards,

RockySpin Casino

Thank you RockySpin Casino Team, for the good news!

Dear EdwarsJ

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear EdwarsJ,

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/casino.guru. 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,

Martina