The player from Finland had been trying to close her account for over three weeks, sending more than 30 emails without receiving any response. Initially addressing deposit limits, she had since communicated her gambling addiction concerns but remained frustrated with the lack of assistance. The issue was resolved after the player was guided to send a clearly marked self-exclusion request to the casino, which was acknowledged and acted upon. The player confirmed the resolution of her complaint, and the Complaints Team marked the case as resolved in their system.
RealSpin Casino - Player's account closure request is delayed.
Resolved
Our verdict
Case closed
Amount: ??
RealSpin Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
10 months ago
Translation
I have been requesting to close my account for over three weeks. I have sent well over 30 emails to three addresses on their website. At first I argued that there are no deposit limits in place, but the last 25 emails I have argued about gambling addiction. I have put some pretty important words in the subject line. I am frustrated when there is NO response!! Nothing at all. Now I am asking for urgent help to close my account. I think this is rude behavior.
Automatic translation:
Public
Public
10 months ago
Dear Pipsa,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RealSpin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you tried contacting live chat support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests, mentioning your gambling addiction, with me? Please share the information to my email at tomas@casino.guru
- Could you please advise when was the last time the casino allowed you to deposit?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings RealSpin Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to customerassist@realspin.com (include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
10 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Pipsa,
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,
Tomas
