The player from Germany reported that Realspin Casino had blocked his account after he requested a refund of his losses due to a gambling addiction, but he had not received any response or explanation. He sought support to ensure the casino complied with his request and refunded his losses. The issue was resolved as the Complaints Team was unable to investigate further due to the player's lack of response to their inquiries, resulting in the rejection of the complaint.
RealSpin Casino - Player's account has been closed without response.
Closed
Our verdict
Player stopped responding
Amount: €7,000
RealSpin Casino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
Dear CasinoGuru Team,
I would like to file a complaint against Realspin Casino. I contacted the casino and explained that I struggle with gambling addiction. In my email, I specifically requested a refund of my losses and requested that my account be blocked for self-protection reasons.
My account was then blocked without a word, without me receiving any response or explanation. To this day, not a single cent has been refunded, and none of my messages have been responded to.
I'm asking for your support so that the casino can comply with my request and refund my losses. This isn't just about money; it's a clear breach of duty on the part of the casino when a player reports gambling addiction and receives no help or response. The stated amount in dispute is an estimate; unfortunately, I haven't received an overview from the casino and can no longer determine the exact amount of the loss.
Thank you for your help.
Best regards
Automatic translation:
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8 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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8 months ago
TranslationHello, I have sent you the requested information in an email
Automatic translation:
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8 months ago
Thank you for your email. However, your message does not include any screenshots or other attachments. Please forward me the original emails you sent to the casino at veronika.f@casino.guru. Thank you for your cooperation.
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8 months ago
TranslationI sent you the email with the emails again. There was no response.
Automatic translation:
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8 months ago
Thank you for your email. However, the messages you provided include only the emails you sent after your account was closed. I need to see the email in which you requested the permanent closure of your account. Thank you for your cooperation.
