Realz Casino - Player’s account remains active despite mentioning of a gambling problem.

I sent an email to realz mentioning I Have a gambling problem and was quite a hard email to write requesting a negotiation of what I’ve spent due to a gambling addiction. Rather than acting on this in a safe way they allowed my account to stay open to continue to gamble with and I have lost an additional $4505 which I think I am entitled to back at the very minimum. I’m requesting as a gesture of goodwill a further amount to help rebuild my life again as I have spent in excess of $45000 this week.

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Dear Lukey8889,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your gambling situation.

To better understand and investigate your case, could you please provide answers to the following questions?

• When did you first contact the casino regarding your gambling problem?
• I see that they replied to your email on May 21, 2026 about taking a break up to 8 weeks and an option of account closure after the break. Did you reply to this email?
• Do you still have access to your account?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Dear Lukey8889,

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.

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