RealSpin Casino - Player’s account closure request is delayed.

I've been waiting for over a month for my account to be closed. They ignore my emails and only offer me bonuses to keep playing. I've told them countless times to close it, as I'm addicted.

Just like 24slots and slotsvil, they only take advantage of people. I am requesting a refund of all the money I've deposited.

Dear Juan2287,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that you requested to be self-excluded due to gambling addiction specifically mentioned for the first time on October 1?

How many deposits have you made since then?

Has the casino responded to your self-exclusion request?

Have you tried requesting self-exclusion via customerassist@realspin.com, as this is the correct email mentioned in the casino's Terms and Conditions?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning, that's right, I followed the steps they told me, I sent the email several times, they tried to tell me if there was a bonus, I said no and they never answered me, I show you the screenshots of the income.

Thank you ☺️

Sorry about the request for closure, they have been answering me since and And I already told them that I didn't want bonuses, just to close it and they don't give me an answer and the account remains open.

I keep trying to get it closed, I tell them that I have addiction problems and look

Thank you very much, Juan2287, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Juan2287,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RealSpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are not going to answer and this really does not help at all, I hope that nobody plays in those casinos, 24 solos, realspin, slotsvil, they are scams

They don't plan to answer or say anything and my account remains open.

And indeed they do not answer and say anything or give me back my money, scammers

Dear Juan2287,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V

Casino Guru