The player from Germany had requested account closure via email on March 22, 2025, but it remained open, resulting in a loss of €60. He had asked for a refund of the lost amount and for his account to be closed. The Complaints Team reviewed the situation and found that the casino closed his account two days after the self-exclusion request, which was considered a reasonable timeframe for processing. Consequently, the request for a refund was rejected as the casino had acted appropriately in handling the account closure.
RealSpin Casino - Player's account closure request is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €60
RealSpin Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
8 months ago
Translation
Ladies and Gentlemen
I already emailed the casino yesterday, March 22, 2025, at approximately 7:40 AM, asking them to close my account! The account hasn't been closed yet. Since then, I lost another €60. I ask you to ensure that the casino refunds me the €60 and closes my account!
Automatic translation:
Public
Public
8 months ago
Dear eurogalaxy85,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please note that after sending a self-exclusion request, the casino may take a few working days to process it since self-exclusion via email is done manually.
Could you please confirm that you sent your first email with a self-exclusion request yesterday?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
8 months ago
Translation
There was no KYC verification! I sent the casino an email on March 22, 2025, at approximately 7:40 AM, asking them to close my account, and it wasn't until February 24, 2025, that it was blocked. I understand the rule that the casino must close after a maximum of 24 hours!
Edited
Automatic translation:
Public
Public
8 months ago
I believe there is a mistake in your response. Am I correct in understanding that the casino closed your account on March 24 (not February), two days after you first requested self-exclusion?
Public
Public
8 months ago
Dear eurogalaxy85,
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.
Public
Public
8 months ago
Dear eurogalaxy85,
According to the available evidence, you submitted your self-exclusion request on March 22, and the casino closed your account on March 24. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, RealSpin Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Thank you for your understanding.
Best regards
Veronika
