Realz Casino - Player’s account remains open despite closure requests.

Dear Casino Guru Complaints Team,

I wish to submit a complaint regarding Realz Casino and respectfully request your assistance in reviewing my case.

The approximate disputed amount is €2,100, representing my approximate net losses incurred after I repeatedly requested that my account be closed and permanently self-excluded.

Timeline

15 February 2026 – I emailed Realz requesting that my account be closed.

16 February 2026 – Instead of processing my request, I was upgraded to VIP status and offered a €40 cash bonus.

22 March 2026 – I submitted a formal Self-Exclusion Request, explaining that it was due to responsible gambling concerns. I requested immediate and permanent account closure, permanent self-exclusion, removal from all marketing communications, and written confirmation.

26 May 2026 – I again requested that my account be closed.

19 June 2026 – I emailed my VIP manager requesting once again that my account be closed.

19 June 2026 – Rather than processing my request, I received a €50 cash bonus.

20 June 2026 – I was again encouraged to keep my account open and offered a further €50 loyalty bonus.

23 June 2026 – I again requested that my account be closed.

24 June 2026 – Rather than confirming closure, I received another email encouraging me to remain a VIP customer together with another €50 cash bonus.

Despite my repeated requests, my account remained accessible, and I continued to receive promotional emails, VIP communications and bonus offers encouraging me to continue gambling.

I believe these actions were inconsistent with the purpose of my repeated account closure requests and my formal self-exclusion request based on responsible gambling concerns.

I can provide:

My email correspondence with Realz.

My formal self-exclusion request.

My Subject Access Request (SAR).

Supporting communications demonstrating the continued VIP contact and bonus offers following my repeated requests for account closure.

I am now actively participating in a gambling recovery programme and remain fully committed to my recovery. While I am seeking appropriate redress for my approximate losses of €2,100, it is equally important to me that my concerns regarding the handling of my account closure and self-exclusion requests are independently reviewed. I sincerely hope that this complaint also contributes to improving responsible gambling procedures and helps protect other vulnerable players in the future.

Thank you very much for your time and consideration. If you require any further information or documentation, I would be more than happy to provide it.

Kind regards,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Realz Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Thank you, Tomas, for reviewing my complaint.

My account is no longer accessible as it has since been closed.

I will email you the requested communications showing where I informed Realz of my gambling issues, including the relevant timestamps. I will also include the casino's response to my refund request and the additional supporting evidence I have gathered.

Thank you for taking the time to review my case. I appreciate your assistance and will send the requested information by email shortly.

Thanks for your patience.

I went over the information you provided.

• Have you received any response to your self-exclusion request made on March 22nd via email?
• What were the circumstances when your account in the casino was closed?
• Have you received any response to our refund request from the casino?

Hi Tomas,

Thank you for reviewing my complaint.

To answer your questions:

1. Have you received any response to your self-exclusion request made on March 22nd via email?

Yes. Following my email, I contacted live chat because I had not received a prompt response. During that chat I explained that I had emailed requesting account closure, that I could no longer use the site, and that it was making it impossible for me to self-exclude. The live chat agent confirmed that my request had been marked as high priority and that the email team would process it as soon as possible.

2. What were the circumstances when your account in the casino was closed?

I initially requested that my account be closed on 22 March because I could no longer use the site and wanted to self-exclude. Despite this, I was later able to access the account again after being enticed back by ongoing promotional emails and VIP bonus offers.

At the time, I was vulnerable due to my gambling addiction, and I believe these marketing communications unfairly encouraged me to return to gambling despite my earlier request to close my account and my clear intention to self-exclude.

On 27 May, I emailed and contacted live chat asking how I could still access an account that had previously been closed at my request and why I was still receiving marketing intended to entice me back. Rather than explaining why my account remained accessible, they simply removed me from their marketing list.

The account was ultimately closed at the end of June, but only after I requested that the casino carry out a review of my case. By that stage, I had already regained access to the account and continued gambling after my original closure and self-exclusion request.

3. Have you received any response to our refund request from the casino?

No, I have not received any response from the casino regarding your refund request or actually in relation to anything for a few weeks.

Overall, I believe this demonstrates that my request to close or self-exclude my account was not handled appropriately. Despite making my intentions clear in March, I was able to regain access to the account, continued to receive promotional emails and VIP incentives, and was encouraged back to gambling while I was vulnerable due to my addiction. In my view, this represents a failure to apply appropriate safer gambling measures.

Please let me know if you require any further information or evidence from me.

Kind regards,

Dear Irishpride87,

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, Igor (igor.p@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,

Tomas

Dear Irishpride87,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Realz Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Realz Casino representative to join this conversation and participate in resolving this complaint.

Dear Realz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear everyone,

Thank you for bringing this to our attention so that we can address it. Please accept our apologies for any inconvenience caused and let us reassure you that the account is closed. We are prepared to issue a refund for the amount of 2100 EUR.

In order for us to proceed with your request you will need to send us the following bank account information:

               Full Name (please include all names including middle names)

               E-mail

               Bank Account’s Owner name

               IBAN/Account no.

               Bank Name

               Bank location (Country)

               SWIFT/BIC

If you have any additional questions, please do not hesitate to contact us.

Best regards,

Realz Team

Dear Realz Casino,

The player posted their bank details in the message above. Please let us know once there is any news regarding the refund.

Dear everyone,

Kindly be informed that we have forwarded the bank details to our relevant department. As soon as we have more information, we will update you promptly.

Thank you for your patience and understanding.

Kind regards,

Realz Team

I would like to sincerely thank Casino Guru for your assistance and professionalism throughout the handling of my complaint.

I can confirm that I have now received the agreed settlement funds, and I consider this matter fully resolved. I appreciate the time, effort and support provided by both my resolver and the Casino Guru team in helping to facilitate a positive outcome.

Thank you again for your help and dedication throughout the process.

Kind regards,

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Irishpride87,

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,

Igor