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