The player from Germany requested a self-exclusion from the casino due to his gambling addiction, but his account remained open despite multiple requests. He received promotional emails encouraging continued play, resulting in significant losses, and sought reimbursement for these losses since his initial ban request. The casino eventually complied with the self-exclusion after multiple confirmations, but the player retained access to his account and continued to receive marketing communications. After the complaint was submitted, the casino was asked to permanently block the account and provide deposit history. The issue was ultimately resolved to the player’s satisfaction, and the complaint was closed by the Complaints Team.
Realz Casino - Player requests account closure due to gambling addiction.
Resolved
Our verdict
Case closed
Amount: €1,084
Realz Casino
Safety Index 8.0 HighCase summary
Discussion
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1 month ago
Translation
Hello,
My account at this casino was not closed despite multiple requests, due to my gambling addiction.
Chat support stated that this request must be made via email.
In contrast, I received more and more advertising and emails from a "VIP manager" who wanted to persuade me to continue playing (and succeeded).
Which led to me losing more and more money there.
I want the casino to ban me and reimburse me for the losses I've incurred since my first request to be banned due to gambling addiction.
Greeting
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1 month 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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1 month ago
Dear Baron_von_Brenden,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@realz.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationHello Attila,
The casino has now complied with my request, although three more confirmations from me were required for the final blocking.
In the past, I (diagnosed as a gambling addict) was offered generous bonuses if I stayed and continued playing, which I unfortunately did.
This is not fair treatment of someone who informs the casino of their wish to be excluded due to gambling addiction.
I demand a statement from the casino and a full refund of the losses since I first informed them of my self-exclusion request, which was not promptly and without follow-up questions (or attempts to win me back) by a "VIP manager".
Should no amicable agreement be reached, I will involve the relevant gambling authority.
I use the same email address as here and haven't had to do KYC at this casino so far.
Greeting
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1 month ago
TranslationHello,
Attila, here are a few pictures showing that a blocking request has to be confirmed several times (unnecessarily).
Although the casino made no attempts to win me back this time, I am still receiving personalized advertising on June 11th, 5 days after the final ban, which could encourage me, as a gambling addict, to create a new account at this casino; they are deliberately triggering me.
I therefore request a solution from the casino.
Greeting
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1 month ago
TranslationEven on June 13th, I'm still being spammed with personal advertising.
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1 month ago
TranslationAlthough the casino seems to have closed my account, I can still log in/navigate and could potentially gamble away money.
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1 month ago
Thank you for your response and for the evidence you have provided. In order for us to proceed with the complaint, could you please confirm the following:
- The exact date when you first communicated your gambling problems to the casino.
- Whether you currently still have access to your account.
Thank you in advance for your reply.
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1 month ago
TranslationHello Attila,
I can't remember the exact date, but if I recall correctly, it was sometime in January or February. Unfortunately, I can't find the emails anymore.
Currently, I can still log in and gamble away money, even though the casino has confirmed the ban.
Greeting
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1 month ago
TranslationHello Casino Guru Team,
I have attached a detailed breakdown of the losses incurred.
Could you invite a representative from the casino to resolve the problem?
My demands:
1. Full repayment of my losses amounting to €1084 (please correct the amount in dispute here) since my first request for account suspension on December 29, 2025. Received payouts have been offset against my deposits.
The request to block my account was made quite soon after registering at the casino (unfortunately, no further conversation is available), I remember it so well because it was related to a death in my family.
2. Complete and irrevocable closure of my account and cessation of all contact with me.
Provided that these two points are fully met, I would be prepared to consider the matter settled and close the case here.
Greeting
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3 weeks ago
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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3 weeks ago
Hello Baron_von_Brenden,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Realz Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account permanently. Afterwards, would you be able to provide us with his deposit history?
Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Baron_von_Brenden,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
