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.

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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

Could you please confirm whether you sent your self-exclusion request to the email address specified by the casino?

04-04-2026 19:57

And multiple times mentioned in the Livechat the moment when i had a missing deposit.

I sadly don't have chat transcreipts, i also asked in the livechat multiple times to get chat transcreipts (not received)

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?

Nop

When exactly was your account closed?

06-04-2026

Dear Trustworthly,

According to the available evidence, you submitted your self-exclusion request on 4 April, and the casino closed your account on 6 April. 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. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

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