The player from Germany had requested account closure due to gambling addiction on 07/10/2024, but the account remained open, allowing her to deposit over 3,700 euros since then. Despite sending numerous emails and contacting customer service, she received no response. After persistent efforts, her account was finally closed on 25/10/2024, but she sought a refund of her deposits. The Complaints Team attempted to engage the casino for a resolution but ultimately marked the complaint as 'unresolved' due to the casino's lack of response and absence of a valid license.
RealSpin Casino - Player's account remains open despite self-exclusion request.
Black points: 500
Amount: €3,400
RealSpin Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 days ago
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1 month ago
Translation
Hello, on 07/10/2024, I informed the casino that they should block me due to gambling addiction.
I have sent several emails and also contacted customer service. I have all the evidence. Today, on 12/10/2024, the account is still open. I have been able to deposit over 3700 euros since 07/10/2024. I have definitely written 20 emails and repeatedly asked in the customer chat to be immediately blocked due to gambling addiction. No response. Please help me to get my money back.
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1 month ago
Dear Alineb1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 weeks ago
Hi Alineb1991,
Thank you for providing the relevant communication.
- Could you confirm if you sent your self-exclusion request to the correct email address as advised in the live chat?
If so, please forward the original email (not a screenshot) to petronela.k@casino.guru.
Thank you.
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4 weeks ago
Translation
Hello, I have sent you all the documents.
is my second email address.
In addition, I sent everything several times to the email address mentioned on October 7th.
3 emails to the address every day. Never received a reply. I was only told in the live chat that the email had arrived and that it would take a while for the specific department to process it.
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4 weeks ago
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The screenshots are no help
Edited
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3 weeks ago
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Please help me, I was able to lose 1900 euros at the casino again today. They just won't close my account
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3 weeks ago
Dear Alineb1991,
I’m afraid the only email I’ve found so far that I can confirm was sent to a casino was for Spinoli Casino, not RealSpin.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings RealSpin Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to customercare@realspin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
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3 weeks ago
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Please read all the messages.
I sent you everything from Realspin casino
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3 weeks ago
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Why is my account still open at the casino?????
Why am I not helped
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2 weeks ago
Hi Alineb1991,
I see that you sent the self-exclusion request to the correct address on October 18th.
- Could you let me know if you deposited any funds into your account after this date? If so, could you please send a screenshot of your transaction history?
- Additionally, you mentioned in your live chat with RealSpin that you sent an email regarding self-exclusion on October 7th. Could you forward this email to me as well?
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here and about BetBlocker here.
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Thank you.
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2 weeks ago
Translation
Hello. I have sent several emails to realspin with no response since October 7, 2024. Yes, I have deposited funds.
Attached is the bank statement.
The account is still open.
The emails from October 7, 2024 were unfortunately automatically deleted.
Here are the bank statements
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2 weeks ago
Hi Alineb1991,
- I’m sorry, but I’m unable to identify the deposits made to RealSpin Casino based on your bank statement. If your account is still open, could you please provide a screenshot of your cashier history?
Unfortunately, if you didn't save the original self-exclusion request from October 7th, we can only proceed with the refund request for transactions made after October 18th.
Thank you.
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2 weeks ago
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But you can see in the chat history that I made the requests from 07.10.2024
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2 weeks ago
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I had sent you all the data by e-mail
All histories are there, all emails and all chat histories.
There you can see that I have been trying to block my account due to gambling addiction since October 7, 2024!!!!!
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2 weeks ago
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Now today, October 25, 2024 at 7:50 p.m. my account at Realspin was finally closed.
But I would like to get the deposit refunded
Please help me
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2 weeks ago
Thank you very much, Alineb1991, 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.
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2 weeks ago
Hello Alineb1991,
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
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2 weeks ago
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The casino has not responded to my over 50 emails since October 7th
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1 week ago
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You see, the casino doesn't respond to any request !!!!! That's a scam. I have to contact my lawyer
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1 week ago
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.
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2 days ago
Dear Alineb1991,
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
