RealSpin Casino - Player's account closure request remains ignored.

On april 8, 2025 i sent an email to realspin casino to close my account immidiately. I provided all my information right away (name, address etc). They answered very quickly and offered bonus. I sent them email back that i agree to bonus but if its unlucky (as i had unluck with them for a week already), then i still want to proceed with my account closure. They didn’t answer anymore and i sent several emails after that that i want to still close my account. Still no answer. I reached online chat and told them that i was promised bonus. They added it. Day later i reached online chat again and told them that i asked two days ago that they close my account and yet i have no answers. They told me that i chose a bonus, i told them that i still asked my account to be closed. They gave me another email to write. No answer from there also. That time in between today and 8.april, 2025 i have asked several bonuses and explained that i asked long time ago that they close my account and its the least they can do. I have made myself very clear that i want to close my account (i have online chat history, unfortunately i deleted my emails because i hoped that if i delete everything and block them, then i cannot change my randomly generated password and cannot login anymore, never, didnt work). In this time after my first email about account closure i have deposited 471€ (with close to 0 winnings). 17.april i told them that i have sent over 5 emails, i have lost much money and if someone is gonna hurt themselves then its their trouble. STILL no actions about my account closure. I want all my deposits to be refunded that i did after my first email because its clearly illegal to refuse clients wishes like that. How realistic is that?

Dear Emps123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear Emps123,

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.

Dear Emps123, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Additionally, since your casino account has now been closed and no further transactions can take place, we are unfortunately unable to assist you any further in this specific matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.