Royalspinia Help and Support is set up around one thought. Players deserve quick, honest and clear answers. Whether you have a question about your registration, a forgotten password, a delayed withdrawal or a bonus condition that isn't clear, our team helps you day and night via live chat and email. On this page you read how to get helped fastest and find answers to the questions we receive most often.
How do you reach our support team?
The quickest way is via the live chat at the bottom of every page. Click the balloon icon and you connect directly to a colleague. Average wait time is under two minutes, even during busy evenings. Our support colleagues speak English, Dutch and German, and have access to your account details as soon as you're logged in. As a result you don't have to keep proving who you are.
Prefer email? Then send a message to the support address you'll find in your account settings. We respond within four hours on weekdays and within eight hours at weekends. Always state your username and the email address linked to your account, plus a short description of your question. The more context you give, the faster we can help.
Frequently asked questions about your account
Forgotten password? On the login page click the forgotten password link and enter your email address. You receive within a few minutes a message with instructions to set a new password. If the email doesn't work, check your spam folder. Still receive nothing, then the address may be incorrect in our system and support can help further.
Account blocked after wrong login? After five wrong attempts we block the account for thirty minutes for protection. Try again after that or request a new password. Want to enable two-factor authentication for extra security? You arrange that via your account settings under security. You can choose an authenticator app or an SMS code.
Questions about deposit and withdrawal
Depositing happens in virtually all cases instantly. Should your deposit not appear within fifteen minutes, contact support and have your transaction details to hand. For withdrawals the following guideline times apply. Crypto and e-wallets are usually processed within two to four hours. Bank transfers take one to three working days, depending on your bank. Card withdrawals take two to five working days.
On your first withdrawal you complete an extended KYC check. This is a legal obligation for licensed casinos. You upload a copy of your ID and a recent proof of address, for example a bank statement or an energy bill. The check takes at most twenty-four hours. On weekdays usually within a few hours. After that your account is cleared for faster withdrawals.
Questions about bonuses
Bonuses are in most cases granted automatically with a deposit. If a bonus doesn't appear, first check whether you meet the minimum deposit amount and whether you need to enter a bonus code. Can't find the answer, contact support. We have insight into every bonus transaction and can tell you why a certain promotion was or wasn't activated. An extensive overview of all promotions is on our bonus page.
Wagering requirements count on slots for one hundred per cent and on live tables usually for ten to twenty per cent. In your account overview you see your progress per bonus. Don't try to wager bonus money on games excluded from a bonus, because that can lead to winnings being withheld. The list of excluded games is on the bonus page.
Technical problems
A game that freezes is often solved by refreshing your browser and then logging in. If the problem persists, try another browser such as Chrome, Firefox or Safari. Playing on mobile? Close the app or tab completely and open again. For problems with payment or balance after a crashed game, contact support directly. We can check the game history of that round with the game provider and you always receive the correct balance.
Complaints and disputes
Aren't you satisfied with an answer from support? Then ask for escalation to a team leader. They respond within forty-eight hours with a reasoned answer. If we can't resolve it together, you can file a complaint with the Curaçao gambling authority via the procedure on their website. For European players, eCogra is an additional independent disputes body that handles cases free of charge.
Help with responsible gambling
For questions related to your play behaviour we refer you to our page about responsible gambling. There you'll find tools to set limits, info about self-exclusion and links to independent helplines. Our support colleagues are trained to have these conversations without judgement and to point you to all the options.
Tips for a quick answer
Those who contact support with the right information get a good answer faster. Briefly state what type of question it is, give the timestamp if it concerns a specific transaction and possibly send a screenshot. That way we can immediately search our systems without first asking extra questions. For payment questions it helps to mention your transaction ID, which you'll find in your email confirmation.
If you have a complex question that takes more than a few minutes of chat time, support may ask you to send it on by email. That way the chat stays available for other players and we keep wait times short. You always get a ticket number with which you can follow the status of your question.