RealSpin Casino - general discussion (page 6)

Hi Larry,

Thank you for your message and for asking these very practical questions.

I’ll be honest with you, because I think that is the only useful approach here. The licensing authority in your case (Anjouan / Union of the Comoros) does allow players to submit complaints, but their enforcement in situations like withheld funds is often very slow or inconsistent. There is no standard timeline we could tell players to expect. Sometimes they respond after many months, sometimes there is no visible progress at all.

This means that even if the regulator technically has the power to intervene, there is unfortunately no guarantee that repayment will be enforced, especially within a predictable timeframe. It is one of the weaknesses of this particular jurisdiction and also a reason why casinos licensed there tend to receive lower ratings on our website.

What you can do is ensure that everything is documented clearly and continue following up with both the casino and the regulator. If you decide to set a personal timeline for when you stop expecting a resolution, that is also completely valid. Transparency and realistic expectations are important so that you are not left waiting indefinitely with the belief that something will automatically happen.

I know this is frustrating to hear, and I really empathize with you.

Dear Casino Guru Support Team,

I am writing to ask for your guidance and escalation support. My complaint against RealSpin has been ignored for five months. The casino admitted in writing that repayment of CAD $80,700 would be processed, yet no funds have been returned and no meaningful response has been received. Both Casino Guru and another dispute platform have attempted contact with RealSpin on my behalf and were ignored.

The issue was brought to RealSpin in June, repayment was promised in August, yet there is still no resolution and the licensing regulator has been silent. I need to know what steps I should take next, because I have followed all internal complaint channels and still no progress.

Please let me know what you recommend at this stage, and whether your mediation service can be engaged given the lack of cooperation.

Thank you for your time and support

Hello,

Now I'm a bit confused. As I told you in the past, there is no Casino Guru Support Team; this is a forum where two of us are discussing your casino experiences. I also explained why there is no way to escalate anything from our side.

May I ask you to briefly read this thread once more? This post may seem like a new beginning, but I believe we've already covered everything.

Thank you for clarifying. I understand this forum isn’t an official support channel. However, I’ve exhausted every official route including the Casino Guru complaint system, AskGamblers, direct emails to RealSpin, and multiple attempts to contact the Anjouan Gaming Authority. None have resulted in any response or progress.

The only reason I posted here again was to document that RealSpin’s written admission of repayment remains unresolved more than five months later. My intent isn’t to repeat the same thread but to maintain transparency for anyone following this case and to ask if Casino Guru can provide any formal path of re-escalation when both the operator and the regulator have failed to act.

If that’s truly impossible, I’ll note this publicly as a limitation of the current complaint structure and proceed through my lawyer and other available legal channels.

Thank you for taking the time to reply.

Hello and thank you too.

As I have been trying to explain, this is not a limitation on our side, and thus there is literally no way to re-escalate anything here.

Prevention is the best option. Though I understand it won't change the outcome. As I said, nothing outside of Anjouan support changes the outcome.

Thank you for your reply. I understand your position, but it is difficult to accept that nothing outside of Anjouan support can change the outcome when RealSpin has admitted in writing to accepting deposits after a self-exclusion request and then failed to return those funds.

Lawyers, regulators, and mediators absolutely can and do influence such matters, especially when operators breach responsible gambling obligations. The issue here is not prevention; it is accountability after harm has already occurred.

With respect, RealSpin’s continued silence and your stated inability to act suggest that the operator simply does not respect your authority. I hope that is not the message your agency wishes to send to the public.

Thank you for your reply, Larry.

I understand why this feels frustrating and unfair. Truly. But I want to be very clear about one thing. We are not a regulator and we do not have the legal authority to order a casino to pay or to punish them when they ignore responsible gambling rules. That is simply not how the industry is structured.

What we can do is help gather evidence, advise players, keep cases visible, and apply pressure where it reasonably makes a difference. And in many situations it does help. In this one, RealSpin made their position very clear and AOFA is the only entity with the actual power to enforce accountability.

I agree that deposits accepted after a self-exclusion request should be returned if the request is clear and placed in accordance with the rules. And I agree that the operator’s silence is not a good look. But saying they do not respect our authority assumes we have authority over them in the first place. We do not. If we pretended otherwise, we would only be giving players false hope.

From what I can see, we have been the only party so far that actively engaged with your case and tried to investigate it in detail. Is that correct? We did this because fairness matters to us. But it does not change the fact that we are not the ones who can enforce responsible gambling obligations after the harm has happened.

We are still here and ready to help if something concrete changes, for example if AOFA responds or any new evidence appears. Until then, pushing the same points back and forth will not bring a new outcome and I would rather remain respectful of your time and energy.

Thank you for the thoughtful explanation. I appreciate your honesty and the time your team has taken to review my case in detail. I fully understand that you are not a regulator and that your role is to investigate, document, and apply reasonable pressure where possible.

That said, RealSpin’s conduct remains deeply concerning. Admitting to accepting deposits "in error" and then failing to repay them shows a serious disregard for both player protection and regulatory oversight. I intend to continue pursuing every possible avenue to hold both RealSpin and AOFA accountable for their inaction.

I will continue monitoring for any response or progress from AOFA, and please do not hesitate to reach out if your team receives any update or correspondence that could help move this forward.

Thank you again for your professionalism and for being one of the few parties that actually engaged with this issue in good faith.

Lastly, what new evidence do you need? My complaint was closed with the words "repayment was indeed promised but not honoured."

Thank you, Larry.

We can absolutely agree that RealSpin’s conduct is concerning; no disagreement there. Hence, we have the responsible party identified, don't we?

As for "new evidence," what I meant was anything concrete that could change the situation, for example:

• proof of communication from AOFA or RealSpin showing a new decision

• repayment or any update that confirms movement on their side

If anything like that appears, we’ll gladly review it again. But until then, the case as it stands has reached its practical limit on our side.

I respect that you’re continuing to pursue every possible avenue, and that is the right thing to do if you believe progress can still be made. Just please keep in mind that while we stay open to updates, we have already taken this case as far as we realistically can.