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Dear CasinoGuru Team,

I would like to file a complaint against Realspin Casino. I contacted the casino and explained that I struggle with gambling addiction. In my email, I specifically requested a refund of my losses and requested that my account be blocked for self-protection reasons.

My account was then blocked without a word, without me receiving any response or explanation. To this day, not a single cent has been refunded, and none of my messages have been responded to.

I'm asking for your support so that the casino can comply with my request and refund my losses. This isn't just about money; it's a clear breach of duty on the part of the casino when a player reports gambling addiction and receives no help or response. The stated amount in dispute is an estimate; unfortunately, I haven't received an overview from the casino and can no longer determine the exact amount of the loss.

Thank you for your help.

Best regards

Sehr geehrtes CasinoGuru-Team,

ich möchte eine Beschwerde gegen Realspin Casino einreichen. Ich habe das Casino kontaktiert und darauf hingewiesen, dass ich mit Spielsucht zu kämpfen habe. Ich habe in meiner E-Mail ausdrücklich um die Rückerstattung meiner Verluste gebeten und um eine Sperre meines Kontos aus Selbstschutzgründen gebeten.

Daraufhin wurde mein Account wortlos gesperrt, ohne dass ich eine Antwort oder irgendeine Stellungnahme erhalten habe. Bis heute wurde kein Cent erstattet und auf keine meiner Nachrichten reagiert.

Ich bitte um Unterstützung, damit das Casino meiner Aufforderung nachkommt und die Verluste zurückerstattet. Es geht hier nicht nur um Geld, sondern um eine klare Pflichtverletzung seitens des Casinos, wenn ein Spieler Spielsucht meldet und keinerlei Hilfe oder Reaktion bekommt. Der angegebene Streitwert ist geschätzt, ich habe leider keine Übersicht vom Casino erhalten und kan nicht mehr nachvollziehen, wie hoch genau der Verlust ist.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello, I have sent you the requested information in an email

Hallo ich habe Ihnen die gewünschten Infos in einer Mail geschickt

Thank you for your email. However, your message does not include any screenshots or other attachments. Please forward me the original emails you sent to the casino at [email protected]. Thank you for your cooperation.

I sent you the email with the emails again. There was no response.

Ich habe Ihnen nochmals die Mail mit den Mails geschickt. Es kam keine Reaktion darauf.

Thank you for your email. However, the messages you provided include only the emails you sent after your account was closed. I need to see the email in which you requested the permanent closure of your account. Thank you for your cooperation.

Dear MimiMy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.