Realz Casino - Pelaajan tili on suljettu.

Hi, after winning on the slots my account was closed and I can no longer access it.

salve dopo aver fatto delle vincite alle slot mi e stato chiuso il conto e non ci posso piu accedere

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I have been using the casino for about a month and it was blocked on 02/02/26, the winnings come from the slots, I played with both real balance and with bonuses

il casino lo utilizzo da circa 1 mese e mi e stato bloccato in data 02/02/26 , le vincite derivano dalle slot, ho giocato sia con saldo reale che con bonus

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the closure of your account and your funds being withheld? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

they only said this

hanno detto solo questo

Dear Mando001,

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, Samuel (samuel.s@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 Mando001,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Realz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Realz Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Mando001,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as per administrative decision.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, uDsing software or hardware to automate, distort or influence the outcome of bets;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

9.3  We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account. 

9.4 : Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice: 

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation; 
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites; 
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Based on the above, the account was closed, and the winnings have been deducted. 

We hope this helps clarify the matter for you. 

Kind regards,

Realz Casino Team

Hello everyone,

thank you, Realz Casino, for the detailed explanation and for outlining the relevant terms and conditions.

Mando001, could you please let me know if this response clarifies the situation from your perspective and whether you now understand the reasons provided for the account closure and confiscation? If you have any further questions or if something is still unclear, feel free to share it here so we can assess the next steps.

Dear Mando001,

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,
Samuel
Casino.Guru