Realz Casino - Player’s account cancellation request is delayed.

Good day. I am filing another complaint. They are not respecting my request. I have written to them several times about canceling my account. Now I am constantly receiving promotional offers.

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. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when you first contacted the casino customer support with a request for self-exclusion? Did you contact the casino before March 18?
• Have you tried contacting the casino via support@realz.com, as this email address is listed in their Responsible Gaming policy? If not, please send your self-exclusion request to this address again, clearly stating that you are suffering from gambling addiction, and add my email address veronika.f@casino.guru to CC.
• 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

Hello Veronica. I can't find the oldest requests to cancel my account, but I have the latest ones for you. 20.2.2026

Another email today.

I am attaching more predatory behavior. I wrote to them about canceling my account and my addiction and they don't respect me.

Hello AldaCze,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AldaCze,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

AldaCze, I have carefully reviewed the entire complaint thread along with the evidence provided. I noticed that there were repeated attempts to reach out to the email address (email@campaign.reelz.com), which is a generic address typically used for sending promotional emails to all active players.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you still have access to your casino account?
• Have you requested self-exclusion via the official communication channel (support@realz.com) as Veronika suggested in her initial reply? Could you please forwrad me this message? My email address is kristina.s@casino.guru.

Thank you for your cooperation.

Hello Kristýna, this is not about where I sent the cancellation request. They have already cancelled my account and therefore they should not send any marketing offers. I even unsubscribed and it still didn't help. Now the most important thing. I am already resolving the dispute with Rabona CASino, Spinanga, Legiano and the already resolved dispute with Sportuna CASino,,They are sister brands that belong to the same company and group, namely Liernin Enterprises,,formerly Rabidi NV,,,,Since Sportuna admitted its mistake and returned me about 21000 CZK which was very little, the others should stop with the offers and constantly push me to gamble,,,Spinanga Casino bribed me with amounts of 6000, 5000 and 2000 CZK so that I would not stop gambling,,through the bribes I was vulnerable and continued to gamble and lost a lot of money,,,In March 2025 I wrote to Sportuna Casino that I had a problem with payments and therefore they should have excluded me and automatically excluded me from all sister casinos,,Rabona Casino did not want to pay me my winnings 100,000 CZK and 70,000 CZK, once I was able to send a sum of 20,000 CZK and then it didn't work anymore and it kept showing an error with the IBAN number, when I wrote to support on the chat, they kept disconnecting me and you always have to start the whole conversation again with another person, that's why I was under pressure and ended up losing the money, they even lied to me in the email that they didn't have sister brands, but I know they did, because on all the chats/chats, there were the same people, at sportuna, spinanga, rabona, realz, legiano and wazamba etc, the worst thing is that when I asked to cancel my account, they immediately sent me an offer for VIP Hive casino and they sent me Spinanga, Legiano and rabona, how come they all send an offer for VIP Hive when they claim they have nothing in common? Furthermore, Rabona CASino cancelled my account and later they lured me with a financial bonus to get me back into gambling and unfortunately I succumbed again,,,Now everyone knows that I am addicted to gambling, that I took out loans and am in debt, that I am banned from our country and cannot bet,,,yet they keep sending me marketing offers and trying to make me keep losing and be addicted,,Rabona CASino has a day to respond and still nothing,,but they send me offers by email, so I don't respect anything I wrote,,,It's destroying me mentally and it's always happening,,,I will send you screenshots as proof of everything,,

Today, Rabona Casino canceled the challenge 6 minutes before the end of the limit, which is said to be a tactical biding of time.

Dear AldaCze,

I empathize with the distress this situation has caused you. However, I kindly request that you refrain from posting messages that include information about other casinos or complaints in this thread. This can lead to unnecessary confusion, and it is quite challenging for me to navigate through all of your messages. I want to ensure that I do not overlook any critical details that would help me assist you more effectively. I truly appreciate your understanding and cooperation.

Now, let us concentrate on your complaint regarding Realz Casino. You mentioned that your account has been closed. Could you please provide clarification on the exact date it was closed and the actions you took prior to this event?

Additionally, do I understand correctly that you continue to receive promotional emails from Realz Casino to this day? Have you had the opportunity to contact the casino directly to request exclusion from such correspondence?

Hello, yes I still receive quotes,,, Today I wrote directly to the email support@realz.com ,, so I'm curious if they'll stop now, even though I'm aware that I unsubscribed directly from the email email@campaign.reelz.com and I keep getting emails with offers, hopefully it will be resolved soon, it's already putting a lot of pressure on me

Alright, let me know if you receive any response or notice any changes. Thank you.