RealSpin Casino - Pelaajan kotiutus on viivästynyt ja tili suljettu.

I am submitting this complaint regarding an unresolved withdrawal and prolonged lack of communication from RealSpin.

On April 9th, 2026, my account was accessed without authorization, which led to my account being suspended while the situation was investigated. The account remained suspended until April 29th, when I received an email from the KYC Team informing me that my account would be permanently closed after I had the opportunity to withdraw my remaining available balance, which was 72,051.40$ at that time.

However, when I attempted to log into my account later that same day, I discovered that the account had already been closed.

Later on April 29th, Customer Support informed me by email that my withdrawal had already been approved and that my account therefore remained closed.

As of today, 26 days later, I still have not received any payout, nor have I received any clarification regarding:

the exact approved withdrawal amount,

the payment method,

or the expected processing timeline.

During this period, I have sent multiple follow-up emails to both Support and the KYC Team, and I have contacted Live Chat support multiple times requesting updates regarding the status of the approved withdrawal.

None of my follow-up emails have received a response. Each time I contacted Live Chat support, I was simply advised to send another email to support, as the agents stated they could not provide any further information regarding my case.

No substantive update has been provided since April 29th.

I began playing on the site in late March 2026 and had previously completed the KYC verification process successfully. I was also able to complete two successful withdrawals prior to this situation, for amounts of 2,000$ and 7,900$.

At this point, I am simply requesting:

confirmation of the exact approved withdrawal amount,

confirmation of the payment method,

and a clear update regarding the status and timeline of the approved withdrawal.

Any help regarding this matter would be greatly appreciated.. I can provide screenshots of my account balance from April 28th (the day before my account was closed).

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 jared888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the unresolved withdrawal and lack of communication from RealSpin.

To better assist you and understand the situation fully, could you please provide us with more details by answering the following questions:

• You mentioned that your account was accessed without your authorization. Could you please expound on this?
• You said there was an investigation. What was the result of the investigation? You can post screenshots or send them to jean.s@casino.guru.
• Did you achieve your casino account balance with the help of a bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution of your case.

Thank you in advance for your reply.

Best regards,

Jean

Hello,

Thank you for your response.

1 - Regarding the unauthorized access:

On April 9th, I attempted to log into my account and discovered that my password was no longer working. After resetting it and regaining access to the account, I noticed that my balance was fluctuating significantly in real time. I immediately contacted RealSpin live support, and my account was subsequently suspended.

From that point onward, I no longer had normal access to the account. I could not deposit, withdraw, or place wagers while the matter was being investigated.

This situation remained unresolved until April 29th, when I received an email from the KYC Team stating that, following their review, my account would be permanently closed after I had the opportunity to withdraw my remaining available balance, which was 72,051$ CAD at the time.

The email stated:

"We are writing to inform you that, following a thorough review of your account, we have decided to provide you with limited account access solely for the purpose of withdrawing your remaining available balance.

Once your available balance has been withdrawn, your account will be permanently closed.

This decision is final."

However, when I attempted to access my account later that same day, I discovered that the account had already been closed.

I then contacted support to explain that I could not access the account in order to initiate the withdrawal process. I received the following reply:

"Thank you for reaching out to us.

We would like to let you know that your withdrawal has already been approved, therefore the account remains closed."

Since then, I have not received any additional clarification regarding:

the outcome of the investigation,

the exact approved withdrawal amount,

the payment method,

or the expected processing timeline.

At this stage, my primary concern is simply receiving the remaining balance that RealSpin stated would be available for withdrawal.

2 - Regarding the investigation:

The information above reflects the entirety of the explanation I received from RealSpin regarding the investigation and the account closure. I will forward the relevant email chain and screenshots separately by email.

3 - Regarding bonuses:

I did not use any bonus offers or bonus funds on the account.

Thank you again for your assistance.

Hello jared888,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello. I appreciate your answer. Although it was made using Jean's username, is that a mistake or ?

I have sent Jean additional information regarding my case on her email address, jean.s@casino.guru

Thank you very much, it has been a very stressful situation for me.

The timer is up and I have yet to get a response. Can anyone give me an update ?

It has now been 41 days since I've gotten an update on my case. Live support keeps telling to write emails to support as they can't guarantee that my emails are received. All of my emails have been unanswered (8 in the last 41 days). I just want to know what's going on, they closed my account while I had a balance of over 72 000$ CA and haven't even explained to me why exactly. All they did what confirm to me that they would let me withdraw my remaining balance, but since that, complete silence.

Dear jared888,

I apologize for the delay. And thank you for clarifying the situation.

Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it.

I will now close this complaint. I am sorry we could not be of more help on this occasion.

Best Regards,

Jean