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cancellation of card charges

R

Roberto *********************

Thu 11/14/2019 5:46 PM

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For:

support@royalspinz.com;

You responded on 11/22/2019 17:07.

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Hi, I'm Roberto ******************* with my username Avis*****. I need to block my account and cancel the charges that have been made today November 14, 2019 since I am enrolled in the RGIAJ that excludes me and I am not allowed to play in any bookmaker since I have gambling and I signed up to not have the option to play online. You should not have allowed me to play in your casino since it is illegal to allow entry to your casino to people excluded from the game. I have contacted my bank and they have told me to contact you to cancel the charges on the card and if they do not solve it, I quote you textually if you are not willing to cancel it, file a complaint with the police or the civil guard With the statement of the charge and subsequently a claim in the office, it is also necessary that you ask for the immediate closure of my account in your casino. I do not want to cause you any problems But I hope you understand that I have a problem with the game and have the opportunity to exclude myself and not be able to access any bookmakers, you have not put any problem at the entrance to your casino. I also remind you that it is illegal and reason for sanction permitting entry to self-excluded and registered in RGIAJ. I expect an answer as soon as possible to not start with the complaint

cancelación de cargos de tarjeta

R

Roberto *********************

Jue 14/11/2019 17:46

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Por:

support@royalspinz.com;

Respondiste el 22/11/2019 17:07.

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Hola, soy Roberto ******************* con mi nombre de usuario Avis *****. Necesito bloquear mi cuenta y cancelar los cargos que se han realizado hoy 14 de noviembre de 2019 ya que estoy inscrito en el RGIAJ que me excluye y no tengo permitido jugar en ninguna casa de apuestas ya que he apostado y me inscribí para no tener La opción de jugar en línea. No debería haberme permitido jugar en su casino, ya que es ilegal permitir la entrada a su casino a personas excluidas del juego. Me puse en contacto con mi banco y me dijeron que lo contactara para cancelar los cargos en la tarjeta y si no lo resuelven, lo cito textualmente si no está dispuesto a cancelarlo, presente una queja ante la policía o el civil guardia Con la declaración del cargo y posteriormente un reclamo en la oficina, también es necesario que solicite el cierre inmediato de mi cuenta en su casino. No quiero causarte ningún problema, pero espero que entiendas que tengo un problema con el juego y tengo la oportunidad de excluirme y no poder acceder a ninguna casa de apuestas, no has puesto ningún problema en la entrada de tu casino. . También le recuerdo que es ilegal y una razón para la sanción que permite la entrada a personas autoexcluidas y registradas en RGIAJ. Espero una respuesta lo antes posible para no comenzar con la queja

Hello, Roberto.

Thank you very much for submitting your complaint. Please, be aware that Casino.guru is an independent website and doesn't represent any casino. We completely understand that your situation is serious, and we appreciate that you are sharing your issue with Casino Guru team. We have just a few additional questions in order to understand your case properly.

Do you have any balance left in the casino account? Have you ever mentioned in communication with the casino that you have a gambling problem? 

Since you have mentioned the gambling problem, I would advise you to take a look at this article on our website. You may find some useful information there: https://casino.guru/problem-gambling .

Best regards, Jozef

There is no balance in my account. At the time of opening the account in royalspinz they did not take into account the identity of the one who opens the account and with my ID there is a database in Spain that blocks any opening in a betting house in Spain That is legal.When I informed you about my self-exclusion in the game, they have asked me for a copy of my personal documents because they said it was necessary to solve the problem.Now that they have all my documents they do not respond to the emails that I send them so that They respond to my request if they return my money or not. They simply ignore the emails

No queda saldo en mi cuenta.A la hora de abrir la cuenta en royalspinz no tuvieron en cuenta ni la identidad del que abre la cuenta y con mi dni hay una base de datos en España que bloquea cualquier apertura en una casa de apuestas en España que sea legal.Cuando le puse en conocimiento mi auto exclusión en el juego me han pedido copia de mis documento personales pues según ellos era necesario para solucionar el problema.Ahora que tienen todos mis documentos no me responden a los correos que les mando para que me respondan a mi petición si es que me devuelven el dinero o no.simplemente ignoran los correos

Dear Roberto.

Thank you for sharing your experience with us. Unfortunately, we’re forced to reject this complaint, since, based on the information you have provided, we should not interfere in this case. We are aware this casino operates illegally in your country and that is one of the reasons why they have very bad reputation on our website. This casino operates without Spanish license on your market and could be explanation why they didn't know about your self-exclusion. We would recommend you contact the Spanish licensing authority. Could you contact them and inform us if there is any new info?

Best regards, Jozef

Hey, Roberto.

We can help you with filling the complaint. Do you need help? Is there any new info about your case? 

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.