The player from Germany requested account closure via email on March 22, 2025, but it remains open, resulting in a loss of €60. He is asking for a refund of the lost amount and for his account to be closed.
RealSpin Casino - Player's account closure request is delayed.
Amount: €60
RealSpin Casino
Safety Index:Very lowSafety Index
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2.9
RealSpin Casino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for player to reply
4d 12h 51m 23s
Case summary
2 days ago
Public
Public
1 week ago
Translation
Ladies and Gentlemen
I already emailed the casino yesterday, March 22, 2025, at approximately 7:40 AM, asking them to close my account! The account hasn't been closed yet. Since then, I lost another €60. I ask you to ensure that the casino refunds me the €60 and closes my account!
Automatic translation:
Public
Public
1 week ago
Dear eurogalaxy85,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please note that after sending a self-exclusion request, the casino may take a few working days to process it since self-exclusion via email is done manually.
Could you please confirm that you sent your first email with a self-exclusion request yesterday?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 week ago
Translation
There was no KYC verification! I sent the casino an email on March 22, 2025, at approximately 7:40 AM, asking them to close my account, and it wasn't until February 24, 2025, that it was blocked. I understand the rule that the casino must close after a maximum of 24 hours!
Edited
Automatic translation:
Public
Public
2 days ago
I believe there is a mistake in your response. Am I correct in understanding that the casino closed your account on March 24 (not February), two days after you first requested self-exclusion?
eurogalaxy85 has 4d 12h 51m 23s to reply
