The player from Germany filed a complaint against the online casino after she had requested account closure due to gambling addiction, which the provider did not action. As a result, she incurred further losses of approximately €300 despite her requests for responsible gaming measures. She demanded a refund for all deposits made after her initial inquiry and sought assistance in resolving the issue. The complaint remained unresolved because the player did not respond to requests for additional information needed to investigate the case. Consequently, the complaint was closed for the time being due to lack of cooperation.
RealSpin Casino - Player’s account remains open despite self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €300
RealSpin Casino
Safety Index 2.5 Very lowCase summary
Discussion
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3 months ago
Translation
Dear Casino Guru Team,
I hereby file a complaint against the online casino "Reelspins" and expressly request assistance in obtaining a refund of my lost funds.
I informed the provider several times via email that I suffer from gambling addiction and demanded the immediate closure of my account. Despite this clear notification, my account was not blocked.
In the period following my initial inquiry, I was still able to deposit and gamble away money. As a result, I suffered additional losses of approximately €300.
According to responsible gaming guidelines, my account should have been closed immediately. The provider's negligence directly resulted in me losing further money.
I therefore demand a full refund of all deposits made after my initial contact.
Since the provider has not responded appropriately so far and is only sending standard replies, I urge you to review this case and actively support me in enforcing my refund and closing my account.
Thank you in advance
Automatic translation:
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3 months ago
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.
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3 months ago
Dear Yo-Yo1987,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your account at Reelspins Casino.
After reviewing the casino’s general terms and conditions, here is the relevant information regarding self-exclusion:
1.1 Self-Exclusion
-You have the option to self-exclude from Reelspins Casino.
-To request self-exclusion, you must send an email to the customer service team at customercare@realspin.com.
- Please allow up to 10 business days for the casino to process self-exclusion requests.
It appears the casino uses different email addresses for various support services. To better understand your situation and provide effective assistance, could you please clarify the following:
- When did you first request the closure of your account, and to which email address was that request sent?
- When did you send your self-exclusion request to customercare@realspin.com?
- Could you provide copies of any correspondence you’ve had with the casino regarding your requests?
- Did you receive any confirmation from the casino about the closure of your account?
- Could you specify the dates and amounts of any deposits made after your initial request for account closure?
Your cooperation in providing these details will greatly assist our investigation and help us work toward a resolution. Please feel free to forward any relevant communication to jean.s@casino.guru
I hope we will be able to help you resolve this matter as quickly as possible.
Thank you in advance for your reply.
Best regards,
Jean
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2 months ago
Dear Yo-Yo1987,
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.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
