Realz Casino - Player’s account has been closed, funds withheld.

I am submitting this complaint against Realz Casino regarding the permanent closure of my account and the withholding of my remaining balance.

My account was permanently closed by Realz Casino under what they described as an "administrator decision." At the time of closure, my account held a balance of approximately $10,500, which has not been paid out to me.

I contacted the casino to request clarification and payment of my remaining balance. The only response I received was the following email from Realz Casino (VIP Manager):

"Following a comprehensive review by our Administration Department, a decision has been made to permanently close your account. Kindly note that this action is final.

For further clarification regarding the grounds for this decision, we encourage you to review our official Terms and Conditions, specifically sections 9.1, 9.3, and 9.4."

No specific reason for the account closure has been provided, no evidence of any alleged breach has been shared, and no explanation has been given as to why my remaining balance is being withheld. The casino has only referred generally to their Terms and Conditions without identifying any specific violation.

I have made reasonable attempts to resolve this issue directly with Realz Casino, but they have refused to engage further and have not addressed the matter of my unpaid balance.

My understanding is that even if an account is closed, legitimate balances should be paid unless the casino can clearly demonstrate a breach of terms, supported by evidence. At this time, Realz Casino is retaining my funds without transparency or justification.

I am requesting Casino Guru’s assistance in:

Obtaining a clear explanation for the account closure

Determining whether Realz Casino is entitled to withhold my balance

Helping facilitate the release of my $10,500 balance, or a documented, rule-based justification if they believe it is forfeited

I am willing to provide all supporting evidence, including account balance screenshots, the closure notice, and email correspondence with the casino.

Thank you for your assistance.

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.

Dear Leoking25,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Dear Attila,

Thank you for your swift reply. Please see my responses below:

Games I play: Live baccarat.

Verification status: Yes, I completed all required verification steps and submitted the requested documents before losing access to my account.

Bonus usage: My winnings were entirely from my deposited funds; no bonuses were involved.

My account was then permanently closed by Realz Casino, and my balance of $10,411.25 was confiscated. I was never notified of any specific reason for this action, nor have my inquiries been properly addressed.

I am happy to provide any supporting documentation or screenshots to assist with your investigation.

Thank you for your time and assistance.

Kind regards,

[Redacted]

Dear Attila,

I keep receiving different answers from the casino support. I’ve been told it’s being paid out, then voided, then is being paid out in repitition without any real resolution…

Thanks,

SS

Dear Leoking25,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hi,

Will do. No problem you should receive it soon!

Regards,

Hi,

I have sent it over!

Thanks,

Hi,

One more thing I’d like to add, they sent it to me under peach help, when this is for realz.

Sincerely,

I would like to reiterate that I am 100% certain that I did not violate any of the casino’s Terms and Conditions. I normally tried to deposit and only used my own account and payment method. I did not use any bonuses, did not engage in collusion, and did not use any strategy intended to abuse the system.

Despite this, my account was suddenly closed due to what was described as an administrative decision, and my balance was confiscated. When I asked for clarification, the casino only referred me to general Terms and Conditions sections (9.1, 9.3, and 9.4) without explaining what specific rule I allegedly broke or what activity led to this decision.

I respectfully request that Realz Casino provide clear evidence of the alleged violation that justified closing my account and confiscating my balance.

If no specific breach can be demonstrated, I believe my remaining balance should be returned.

Thank you again to Casino Guru for helping review this matter.

Thank you very much for your response and for forwarding your correspondence with the casino. Is there any chance that someone from your household or using the same IP also created an account at this casino? Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

Hi,

No there is not. I never used any ip hiding or masking software.

Kind Regards,

Dear Leoking25,

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, Peter (peter.c@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

Hello there,

Thank you Leoking25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Realz Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings were confiscated.

Thank you!

They haven’t given me any actual explanation, just terms and conditions and continue to ignore me. Have not even refunded my attempted deposits. Literal scam.

Hello. Please see the kind of confusing answers I get given every day. I haven’t received anything how was it completed? I have emails stating it’s closed and confiscated. Now they state this?

Dear Peter,

We would like to inform you that our team is looking into your request and we will get back to you via email with the required information.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Hello,

It has been weeks. At least return my deposits instead of completely scamming me.

Dear Peter

Thank you for the patience.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

Kind Regards,

Realz Casino Team

Hello,

how can it take so long? You’ve stolen $5000 of my money.

Hello,

It has been a week. How is it still being looked into? Realz casino you made your decision to close my account and confiscate my funds within seconds. It shouldn’t take so long to give a reason as to why.

Regards.

Hi,

Just following up on this.

Hello,

At this point, they are clearly stalling. Please do not give them an extension. This has to be solved.

Dear Peter,

We would like to kindly apologize for the delay.

We would like to confirm that our team is working on your request and we will return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Hello Peter,

This is not fair. They are withholding over $5,000 Canadian of my hard earned money as well as balance. Please don’t provide an extension.

Furthermore, I’ve seen other players balances being taken away and your team responding. Your team on live chat tells me I’m being paid out and to email your team and then your email team never replies. Why is this happening? It should not take over a month and half and also two weeks since your original were looking into it to solve it.

Hello, I am following up on this. Now it’s getting excessive.

please mark these as sensitive. This is the casinos response.

They make zero sense. I get a different answer every time.

Dear Peter,

We kindly apologize for the delay.

We’ll get back to you with a resolution as quickly as possible.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Dear Peter,

How is over a months time frame fair and reasonable? By now they should be updating the case with more than we’ll get back to you.

Dear Peter,

We kindly request to check the information provided via email.

If you have any additional questions, please contact us.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Hello,

I wonder what kind of lie they came up with weeks later.

Regards,

Furthermore,

See the conversations screenshots with there own staff that say that I’m going to be given my withdrawal. This is clearly some elaborate scam. They held back my deposit attempts as well.

Dear all,

We would like to kindly inform you that we double-checked the case and we will proceed with a manual withdrawal of the funds.

We truly appreciate your cooperation.

Kind Regards,

Realz Casino Team

Hi Realz Casino,

How will this be done? I really do appreciate the truly great news.

sincerely,

Furthermore,

Could we please arrange for this to be completed ASAP?

Sincerely

Hello,

I contacted via email, and they said the opposite. What is actually going on? Can I please be paid out and this nightmare over with?

Sincerely,

Hello Peter,

I would like to mark this complaint as urgent due to conflicting responses from Realz Casino.

On this complaint, I was clearly informed:

"We will proceed with a manual withdrawal of the funds."

However, shortly after, I received a direct email stating:

"A refund is not possible. This is a final decision."

This creates a direct contradiction between their public response and their private communication.

To clarify, I am not requesting a refund, but rather the manual withdrawal that was already confirmed by their team.

I kindly request that this be urgently reviewed and that Realz Casino provide a clear and consistent position regarding my funds.

Thank you for your assistance.

Hello,

Is there any update?

Regards,

Hello,

They informed me that someone would be in touch days ago and no one has contacted me.

Hi,

It has been days and no one has been in contact with me.

Sincerely,

Hello,

Today I was told to wait longer and no update yet. Can you please give me some type of formal update?

Hi,

Please see attached. Mark sensitive. Thanks. I’m confused it’s been a week.

They said they sent it last Friday I didn’t receive anything yet.

Hi Peter,

Just to follow up, I will be obtaining the full transaction history from my bank in person sometime this week and will forward it to you as soon as possible.

I would also like to clarify that the casino confirmed on April 7, 2026 that my withdrawal would be processed, and I was later informed that the payment was sent on April 10.

Based on this, I understood that the matter had already been reviewed and approved on their end.

Could you please confirm whether the casino is still proceeding with the payout?

Thank you for your assistance.

Kind regards,

Hi Peter,

Please review my email sent and reply when you have a moment. I really want to get to the bottom of this.

Kind Regards,

Hi Peter,

Thank you for your assistance.

I would like to provide an important update regarding the withdrawal.

The casino has informed me that the payout was "initiated/sent" on April 12, 2026 to my Visa card (same method used for deposits). However, I have contacted my bank and they have confirmed that there are currently no pending transactions or incoming credits associated with my account.

I have attached screenshots from both:

The casino live chat confirming the payout was sent

My bank/Visa showing no pending or incoming transaction

At this stage, I am trying to clarify whether the payment has actually been processed through the Visa network or is still pending at the casino/payment provider level.

Could you please ask the casino to provide:

A transaction reference / ARN number

Proof that the payment has been successfully submitted to the card network

I appreciate your help in clarifying this discrepancy.

Kind regards,

Satvir

Hello Peter,

It has been three days since they’ve said they arranged payment to me. I have not received any sort of payment into my visa or bank account.

Sincerely,

Thank you for the update Leoking25. You have still not provided me with the requested transaction history. Please do so at your earliest convenience. You can forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Thank you for your message.

I understand the importance of the transaction history, and I will be obtaining the statements from my bank in person sometime this week, as I no longer have access to the account online after closing it. I will forward everything to you as soon as I receive it.

I would also like to clarify the timeline, as I believe it is relevant. The casino communicated with you on April 6, and shortly after, on April 7, they confirmed publicly that my withdrawal would be processed and that a manual withdrawal would be required. I was then later informed that the payment was sent on April 12.

Based on this sequence, it appears that my case was reviewed and re-reviewed prior to confirming the payout.

In the meantime, I would appreciate if you could clarify with the casino whether the payout is still being processed as confirmed.

Thank you for your assistance, and I will provide the requested documents shortly.

Kind regards,

L

Hi Peter,

Just following up on this.

I will still arrange to obtain the transaction history from my bank, however this may require booking an appointment as the account has been closed.

In the meantime, would it be possible for you to check with the casino whether the payout they confirmed is currently being processed?

As they have already reviewed my case and approved the withdrawal, I would like to understand if obtaining the statements is still necessary at this stage, or if the focus can be on confirming the status of the payment that was said to be sent.

Thank you again for your assistance.

Kind regards,

Yes, I have contacted the casino regarding your request but I would still advise acquiring the transaction history for convenience sake. Thank you in advance for your cooperation!

Furthermore, I would like to clarify the timeline as I understand it. We were informed on April 7 that the case had been reviewed again and that a manual withdrawal would be required as part of the payout process.

Based on this, I understood that the withdrawal had been approved and was being processed for payment.

Dear Realz Casino,

I would like to kindly request an update from the casino regarding my withdrawal.

Last Tuesday, I was informed that my case had been reviewed again and that a manual withdrawal would be required as part of the payout process. I would appreciate if the casino could provide a formal update on the current status of this manual withdrawal and confirm whether it is still being processed as previously indicated.

Regards,

Dear Leoking25,

We kindly apologize for the delayed reply.

We would like to kindly inform you that our team is working to ensure that we will provide you the most accurate solution.

We'll return to you shortly with a clear update.

Thank you for your cooperation and patience.

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your response and for taking the time to review my case.

I appreciate that the matter is being looked into, and I understand the importance of ensuring an accurate resolution. I would just like to kindly follow up regarding the manual withdrawal that was previously confirmed, as I have received varying information and would like to better understand the current status.

Additionally, I would like to mention that, including the screenshots from today, I have been informed that the withdrawal is currently at the final processing stage.

With this in mind, I would greatly appreciate a clear update on whether the withdrawal has now been fully processed, or if it is still undergoing final checks. If the payment has already been sent, any transaction reference or confirmation details would be very helpful so I can follow up with my bank accordingly.

I would also like to note that the Visa card previously used is now closed, so I would appreciate clarification on how the payment is being handled in this situation, or if any alternative method may be required.

Thank you again for your time and assistance. I look forward to your update.

Kind regards,

Dear Realz Casino Team,

I would like to kindly follow up regarding my withdrawal.

I have been informed via live chat that the payment has been completed. However, after checking with my bank, I have not received any funds, and there are no pending transactions at this time.

Due to the differing information I’ve received, I would greatly appreciate clarification on the current status of the withdrawal. If the payment has indeed been processed, I kindly request a transaction reference or proof of payment so it can be traced with my bank.

Thank you for your time and assistance. I look forward to your clarification.

Kind regards,

Leoking25

Dear Realz Casino Team,

I would like to kindly follow up regarding my previous message.

In your last response, you mentioned that you would return shortly with a clear update. As it has now been several days, I would greatly appreciate if you could provide an update on the current status of my withdrawal.

Additionally, I have been informed via live chat that the payment has been completed; however, I have not received any funds, nor are there any pending transactions visible with my bank.

With this in mind, I kindly request confirmation of the current status of the withdrawal. If the payment has been processed, I would appreciate a transaction reference or proof of payment so it can be traced.

Thank you for your time and assistance. I look forward to your response.

Kind regards,

Leoking25

Hi,

It has been over 15 days now.

Sincerely,

Dear Leoking25,

We are pleased to inform you that your payment of 5061,25 CAD is in process.

Thank you for your cooperation and patience.

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your update, I appreciate the confirmation that the payment of 5061.25 CAD is in process.

I just wanted to kindly clarify one point, my understanding was that my total balance was approximately 10,441 CAD and that is what I was told was being paid out. Could you please confirm whether the remaining balance will be processed separately, or provide clarification on how the payout amount was calculated?

Thank you again for your time and assistance, I look forward to your response.

Kind regards,

Leoking25

Hi,

Please see attached.

Thanks,

Hello,

I was told I’d receive it by today, however my bank has not received anything. Nor a refund.

Regards,

Dear Leoking25,

We would like to kindly confirm that your payment is in process.

We truly appreciate your cooperation and patience.

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your response.

However, I would like to point out that I was given the same information last week, stating that the payment was "in process." Since then, I have also been informed by your live chat support that the withdrawal of 5,061.25 CAD has already been completed and sent from your side.

At this point, I am receiving conflicting information, which is causing confusion. Could you please clarify the current and accurate status of the payment, including whether the transfer has actually been released to the payment provider or bank?

I would greatly appreciate a clear and consistent update.

Thank you for your assistance.

Kind regards,

Leoking25

Dear Leoking25, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Peter,

I will do so, can you please change it to them needing to reply? As they are the ones who are processing the payment? Thanks again for your time and support and hope you enjoyed your time away!

Sincerely,

Leoking

Please delete this.

Dear Peter,

Thank you for your continued support.

I would like to note that it has now been approximately a week since the casino first informed me that the payment was "in process," and I have not received any further concrete update or confirmation of completion.

Additionally, I have not received any direct communication from the casino via email regarding this matter, and my only updates have been through live chat, which has provided inconsistent information.

Given this, I would greatly appreciate if the casino could provide a clear and formal update on the status of the withdrawal.

Thank you again for your time and assistance.

Kind regards,

Leoking25

 Dear Realz Casino Team,

I am writing to follow up regarding my withdrawal, as of May 4th, 2026 I have still not received the funds, nor have I been provided with any further concrete update.

It has now been approximately one week since I was first informed that the payment had been "processed" from your side. Since then, I have received repeated statements that the withdrawal is "in process" or "with the payment provider," however no confirmation has been provided regarding when the transfer was actually released.

Additionally, I have received inconsistent information via live chat, where I was told the payment had already been completed and sent, which contradicts the updates provided here.

Given the time that has passed, I kindly request a clear and definitive update on the status of this withdrawal, including:

-The exact date the funds were released from your side

-Confirmation of whether the transfer has been fully sent to the banking network

I would greatly appreciate a clear and accurate response so I can understand the current status of my funds.

Thank you for your time and assistance.

Kind regards,

Leoking25

Dear Realz Casino Team,

I am writing to follow up once again regarding my withdrawal, as I have still not received the funds.

I would like to highlight that I was informed on April 7, 2026 that my withdrawal would be processed, and it has now been over a week since I was told that the payment had been "processed" from your side. Despite this, I have not received the funds nor any confirmation of when the transfer was actually released.

Additionally, I have received inconsistent information through live chat, including statements that the payment had already been completed and sent, which conflicts with the updates provided here.

I would also like to clarify that my total balance was approximately 10,441 CAD, while only 5,061.25 CAD has been referenced as being processed. I would appreciate confirmation on whether any remaining balance is being processed separately.

At this stage, I kindly request a clear and definitive update, including:

The exact date the funds were released from your side

Confirmation of whether the transfer has been fully sent to the banking network

Given the amount of time that has passed, I would greatly appreciate a transparent and accurate response regarding the full status of my funds.

Thank you for your time and cooperation.

Kind regards,

Leoking25

Dear Leoking25,

We kindly apologize for the delay.

We are pleased to inform you that your payment is in process.

Thank you for your cooperation and patience.

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your response.

However, I must express concern that I am still receiving the same "in process" update despite the amount of time that has passed.

I was informed on April 7, 2026 that my withdrawal would be processed, and it has now been several weeks without receiving the funds. Additionally, I was previously told that the payment had already been processed from your side, which makes the continued lack of progress unclear.

At this stage, I kindly request a more detailed and transparent update, including:

The exact date the funds were released from your side

Confirmation of whether the transfer has been sent to the banking network

If there are any delays with the payment provider, what is causing them

I would also like to reiterate that my total balance was approximately 10,441 CAD, while only 5,061.25 CAD has been referenced so far. Please confirm whether any remaining balance is being processed separately.

Given the extended delay and repeated generic responses, I would greatly appreciate a clear and definitive explanation of the current status of my funds.

Thank you for your cooperation.

Kind regards,

Leoking25

Dear Leoking25,

We would kindly request that you remain patient while the payment is being processed.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your response.

However, I am still very confused regarding the overall status of my account and funds. While I continue to receive updates that the 5,061.25 CAD payment is "being processed," I still have not received clarification regarding the remaining balance.

As previously mentioned, my total balance was approximately 10,441 CAD, and I have not yet been informed what has happened to the difference, whether it is being processed separately, refunded, reviewed, or otherwise adjusted.

Given the amount of time that has passed since April 7, 2026, I would greatly appreciate a clear and transparent explanation regarding:

The current status of the 5,061.25 CAD payment

The status of the remaining balance

Whether there are any restrictions or reviews currently affecting my account or funds

Thank you for your cooperation, and I look forward to a more detailed update.

Dear Realz Casino Team,

I am still seeking clarification regarding the remaining balance on my account.

As previously mentioned, my total balance was approximately 10,441 CAD, however only 5,061.25 CAD has been referenced in relation to my withdrawal. I have still not received any formal explanation regarding why the amount differs from my original balance, or what has happened to the remaining funds.

While live chat previously mentioned the possibility of "refunds" to the original payment method, I have not received any such refunds, nor have I received any official clarification regarding this matter.

Could you please provide a clear explanation regarding:

Why only 5,061.25 CAD has been referenced

The current status of the remaining balance

Whether any amount was refunded, adjusted, or remains under review

I would also appreciate any assistance from the Casino Guru team in helping clarify the status of the remaining balance, as this aspect of the complaint still remains unresolved.

Thank you for your cooperation.

Kind regards,

Leoking25

Dear Leoking25,

We kindly apologize for the inconvenience regarding Live Support's information provided.

We are pleased to confirm that the full amount's payment has been successfully completed.

Thank you for your understanding.

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your response.

Could you please clarify what is meant by "the full amount’s payment has been successfully completed"?

As previously mentioned, my account balance was approximately 10,441 CAD, while only 5,061.25 CAD has been referenced in relation to the withdrawal. I have also not received any refunds to my original payment method, nor have I received any additional funds beyond the amount previously referenced.

For clarity and transparency, could you please provide a breakdown explaining how the full balance was handled and whether any additional amounts were refunded, adjusted, or processed separately?

Thank you for your cooperation.

Kind regards,

Leo

Dear Realz Casino Team,

I would also like to respectfully clarify once again that my account balance was approximately 10,441 CAD.

This is why I am confused by the statement that the "full amount" has been completed, as only 5,061.25 CAD has been referenced so far and I have not received any funds or refunds.

Could you please explain how the remaining balance was handled and provide a detailed clarification regarding the status of the difference?

Thank you for your cooperation.

Kind regards,

Leoking25

Dear Support,

Please see reference to the full balance. Where is my balance?

Kind regards,

Leo.

Dear Peter,

I would also kindly appreciate any assistance from the Casino Guru team in helping clarify this matter.

I am still very confused regarding the difference between my original balance of approximately 10,441 CAD and the 5,061.25 CAD amount that has been referenced by the casino. While the casino has now stated that the "full amount" has been completed, I have not received any clarification regarding the remaining balance, nor have I received any additional refunds or payments. Furthermore, haven’t even received the $5,051.25.

At this point, I would sincerely appreciate Casino Guru’s assistance in obtaining a clear explanation and breakdown regarding the status of the remaining funds.

Thank you again for your continued time and support throughout this process.

Kind regards,

Leoking25

Where is the difference? The screenshot with Beck is this morning.

Dear Peter,

I hope you are doing well.

I would kindly like to ask if you could please assist in obtaining a direct clarification from the casino regarding the balance discrepancy on my account.

At the moment, the casino continues to respond with general updates, however I still have not received a clear explanation regarding the difference between my original balance of approximately 10,441 CAD and the 5,061.25 CAD amount that has been referenced.

Additionally, despite the casino publicly stating that the "full amount" has been completed, I have still not received the 5,061.25 CAD payment itself, nor have I received any additional refunds or payments.

I would sincerely appreciate your assistance in helping obtain a direct and transparent explanation from the casino regarding:

The current status of the 5,061.25 CAD payment

The status of the remaining balance

Whether any additional amounts were refunded, adjusted, or processed separately

Thank you again for your continued time and support throughout this matter.

Kind regards,

Hello,

Please see attached. I’d like this public as the casino is disputing what they’ve told me with multiple agents. My balance was $10,441. I deserve the full amount paid.

Dear realz Casino,

Why was it cancelled?

Dear Leoking25,

Having said full amount payment, indicates that your manual payment of 5061 CAD has been successfully completed and there is no active balance in your account.

We hope that this clears up the matter for you.

We wish you all the best to your future activities!

Kind Regards,

Realz Casino Team

Dear Realz Casino Team,

Thank you for your response, however I must respectfully disagree with your conclusion that the matter has been resolved.

My account balance previously displayed approximately 10,441 CAD, and I still have not received a detailed explanation as to why only 5,061 CAD was ultimately considered payable. Simply stating that there is "no active balance" does not explain what happened to the remaining funds or how the final amount was calculated.

The reason there is now a zero balance on the account is because the casino adjusted or removed the balance internally, however I have still not been provided with a transparent explanation or accounting breakdown showing why this was done.

I am formally disputing the difference between the displayed balance and the final amount referenced by the casino, and I am requesting a complete breakdown showing:

all deductions or adjustments applied to my balance,

whether disputed or reversed transactions affected the calculation,

and how the final payable amount of 5,061 CAD was determined.

At this time, I do not consider the matter fully clarified or resolved until a transparent accounting of the balance difference is provided.

Kind regards,

Leoking25

Dear Realz Casino Team,

I would also like to clarify that I never received any deposits or transactions back to my original payment methods. Therefore, I am confused by the suggestion that reversed or refunded transactions would account for the significant difference between my original balance of approximately 10,441 CAD and the final amount referenced by the casino.

I would still appreciate a transparent accounting breakdown explaining how the final payable amount was determined.

Kind regards,

Leoking25

Dear Realz Casino Team,

I am once again requesting a transparent explanation regarding the significant difference between my original account balance of approximately 10,441 CAD and the 5,061 CAD amount referenced by the casino.

At this time, I still have not received the 5,061 CAD payment itself, despite being informed that it had been completed. Additionally, I have not received any refunds or additional payments that would explain the remaining balance difference.

Simply stating that there is "no active balance" on the account does not explain where the remaining funds went or how the final payable amount was determined.

I respectfully ask that the casino clearly explain:

how the 5,061 CAD figure was calculated,

what happened to the remaining balance,

and whether any deductions, adjustments, or separate transactions were applied to my account.

I would also appreciate any assistance from the Casino Guru team in helping obtain a clear accounting breakdown from the casino, as this matter still does not appear fully clarified or resolved.

Kind regards,

Leo

Hi,

Please keep this private. This is when they voided my balance and took away $10,441. This confirms my balance was indeed $10,441 at the time of closure. So please explain where is the difference? This has been going on for long enough now.

Sincerely,

Leoking.

Dear Realz Casino representative, can you please provide a clarification as to why the player's winnings were reduced to the amount that has been successfully paid out? If needed you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your clarification!

Hi Peter,

Can you please private the post which has my address in it? I beg of you.

Hi Peter,

Thank you for your continued assistance.

I want to be clear that I am disputing the reduction of my balance from approximately 10,441 CAD to the amount that was paid out (5,061 CAD). From my perspective, this difference has not been properly explained or justified.

I am requesting that the casino clearly explain why this reduction occurred and confirm whether any further payment is owed to resolve the full balance of my account.

Kind regards,

leo

Dear Realz Casino Team,

It has been long enough and I am requesting that this matter finally be resolved properly.

My account previously displayed a balance of approximately 10,441 CAD, however only 5,061 CAD was processed. I still have not received a clear explanation regarding the remaining difference, and I have also not received the initial payment in my account despite being advised that it was completed.

Please provide a proper clarification regarding the reduction of my balance and resolve the outstanding difference without further delay.

I am respectfully requesting that all remaining funds owed be paid out as soon as possible.

Dear Realz Casino Team,

On April 7, 2026, you stated the following publicly on the complaint thread:

"We would like to kindly inform you that we double-checked the case and we will proceed with a manual withdrawal of the funds."

At the time, the complaint concerned my full account balance of approximately 10,441 CAD. Based on this statement, I understood and was told that the full balance would be manually withdrawn and paid out.

However, only 5,061 CAD was later processed, but not received and I still have not received a proper explanation regarding the remaining difference or why the full balance was not included.

Please elaborate clearly on what was meant by "manual withdrawal of the funds" and explain why the full balance displayed on my account will not be paid out.

Kind regards, 

Leo

What’s actually going on? I’m very confused realz casino.

Realz Casino, you agreed to processing

my withdrawal of $10,441 now what is going on honestly?

Dear Casino Guru,

We are currently investigating this matter and will provide an update as soon as our review is complete.

Kind regards,

Realz Team

Dear Realz Team,

Thank you for the update.

I appreciate that the matter is being reviewed. However, I would kindly request that the review specifically address the reduction of my account balance from approximately 10,441 CAD to the 5,061 CAD amount that was processed but yet not received?

I am still seeking a clear explanation regarding the remaining difference and clarification regarding the full balance that was originally referenced in the complaint.

I look forward to your update once the investigation is complete.

Kind regards,

Leo

I would also like to add that I am unsure how many further reviews are required at this stage, as this matter has already been ongoing for several months now without a clear resolution or explanation.

Kind regards,

Leo

Hello,

At this stage, this matter has been ongoing for several months and I am still without a clear explanation regarding the reduction of my balance.

I was informed that a withdrawal had been processed, however nothing has been received. Furthermore, the complaint originally concerned my full account balance, and I understood from the casino’s earlier statements that the full amount would be withdrawn, not only half or less than half of the balance.

I would appreciate a clear explanation and resolution without further delays or any excuses.

Hello,

I am attaching a screenshot from a recent conversation with Realz Casino live support.

The representative advised me that the relevant department confirmed they are "still actively working on processing the rest of my funds" and that I would receive an official update soon.

Based on this information, could Realz Casino please clarify when the remaining funds are expected to be processed and paid?

Regards,

Dear Realz Casino,

Could your team please clarify when the remaining funds are expected to be processed and paid?

Sincerely,

Leo

Hello,

I wonder what kind of an excuse they come up with weeks later.

Regards,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

As a follow-up, I contacted Realz support again today regarding the remaining balance.

I was advised by their support team that they checked with the relevant department and that the remaining balance is still being reviewed and will be paid. They apologized for the delay and stated that they are working on it and that I should receive feedback soon.

I have attached a screenshot of the conversation for reference.

Thank you for your assistance and I remain available should any additional information be required.

Kind regards,

Leo

Dear Realz Casino,

Please update me.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague, Peter. I will do my best to help the mediation process to move towards successful resolution.

Dear Leoking25, accoring to your shared live chat conversation, the second part of the payment has been successfully processed. From my exprience, it takes approximately 2-5 business days for the money to arrive, therefore I would like to ask you for a couple of more days of patience.

Going forward, I will swap the timer towards yourself, and please let me know as soon as you receive the money. If no payment is received by morning on Wednesday 10/06, please let me know as well.

In the meantime, I will inquire with the casino representative about the status of the payment myself.

Lastly, I would like to ask you not to post multiple separate posts in rapisd succesion. Spamming the thread will not speed up the resolution process, and it makes extremely hard to look up specific details later on. Thank you for your understanding and cooperation.

Hello Matej,

Thank you for taking over the complaint and for your assistance.

I would like to note that it has already been a few days since I was advised by the casino’s support team that the remaining payment had been processed. However, I do not mind waiting a few more days as requested to allow sufficient time for the transfer to arrive.

I will continue monitoring my account and will provide an update as soon as I receive the funds, or by the morning of June 10 if the payment has still not arrived.

I would also like to mention that when I have recently contacted live chat regarding this matter, the conversations have been ended quite quickly without much additional information being provided. As a result, I appreciate your efforts to obtain clarification directly from the casino representative.

Thank you again for your assistance.

Kind regards,

Leoking25

Hello Matej,

Thank you for taking over the complaint and for your assistance.

I would like to note that it has already been a few days since I was advised that the remaining payment had been processed. I do not mind waiting a few more days as requested, and I will provide an update by June 10 if the funds have not arrived.

I do have one concern regarding the timer. The casino has not posted a response on the complaint thread for several weeks, and I am worried that if the timer is focused only on me, there may be less incentive for them to provide an update publicly.

Would it be possible to also request a response from the casino regarding the status of the payment, or otherwise encourage them to update the complaint thread? I believe that would help provide clarity for everyone involved.

Thank you again for your assistance and for checking with the casino representative directly.

Many Thanks,