RealSpin Casino - Player's account has not been closed after self-exclusion request.

Dear Sir/Madam,

I am lodging this formal complaint against realspin.com for a severe breach of Responsible Gambling protocols.

On 03-04-2026, I contacted the casino's live chat regarding a missing deposit.

During this conversation, I explicitly stated that I was afraid of a relapse into gambling addiction and needed help and wished the pending deposit (the moment when it arrives) be sent back to my bank and my account fully been closed as being afraid to get a fall back on my old gambling behavior.

Instead of immediately self exclusion —as is the industry standard when addiction is mentioned—the representative ignored my plea and told me to wait until the deposit was credited to my balance.

Because my account was not closed as requested, I suffered a relapse. The moment came later after several e-mails to the support team and I had to contact the Payment Provider himself.

On 05-04-2026 I deposited an additional €260.

The casino’s failure to act on my clear admission of gambling addiction has resulted in a direct financial loss that should have been prevented by their duty of care since i wrote on 04-04-2026 to be scared of getting a fall back on my gambling addiction.

Timeline of Events:

03-04-2026 : Admission of addiction/fear of relapse via live chat (sadly no chat requests will be given by the support team)

04-04-2026 - Account closure e-mail sent with asking to by self excluded for gambling problems

05-04-2026 Did 2 multiple deposits total 260,-

Desired Outcome: I am seeking a full refund of the deposits made after my first admission of gambling problems (Total: €260).

After few attemps the account has finally now be closed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Self-exclusion Policy of RealSpin Casino, and this is what I found:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from RealSpin. 

- To self-exclude send an email to customer service at customercare@realspin.com. 

• Could you please confirm whether you sent your self-exclusion request to the email address specified by the casino? The PDF file you provided shows that your email was sent to support@realspin.com. Have you received any response from the casino from that address?
• When exactly was your account closed?
• Have you completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika