The player from Germany had requested the closure of his account due to gambling addiction, but RealSpin had failed to act on this despite multiple attempts to communicate. The player's account remained open, resulting in a loss of over 1200 euros, and he expected a refund. The Complaints Team intervened, facilitating communication with the casino and ensuring the player's concerns were addressed. Ultimately, the player received his funds, and the case was marked as resolved.
RealSpin Casino - Player's account remains open despite closure request.
Amount: €1,200
RealSpin Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Good day,
After multiple requests to have my account closed due to acute gambling addiction, RealSpin failed to close my account. Initially, I contacted them via live chat, where I was advised to email their Customer Care, which I did. However, I have not received a response to this day, and as a result, I lost over 1200 euros, even though I repeatedly informed them about my gambling addiction. This casino is deliberately keeping my account open. I expect a refund of the money.
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4 months ago
Dear Mickstar,
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.
Could you please confirm if you deposited the 1200€ after 21 November, when you informed the casino of your gambling addiction and requested the closure of your account?
Have you passed the full KYC verification?
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
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4 months ago
Translation
Hello,
No, the money was paid in divided according to the application. Most recently yesterday on November 28, 2024, a total of 800 euros, which I definitely want back.
I have not been able to verify myself yet because I have not been asked to do so.
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4 months ago
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Funny, they seem to be reading along. My account has just been blocked. See picture. However, there was no reply to my refund email!
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4 months ago
Thank you for letting me know. Has the casino informed you of any refunds for deposits made since November 21st, when you requested to be self-excluded?
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4 months ago
Thank you very much, Mickstar, 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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3 months ago
Hello Mickstar,
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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3 months ago
Translation
Casino sent me the following email.
I hereby accept this offer.
My reply to the email didn't come through. Please don't close the case until the money has arrived in my account. I have now replied via another email. 
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3 months 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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3 months ago
Dear Mickstar,
Thank you for the update. Please, keep me informed about the status of your payment.
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3 months ago
I will set the timer on you so, please, answer when you have updates, I am keeping my fingers crossed!
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3 months ago
Translation
Money arrived. Case can be closed. Thank you all!
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3 months ago
Dear Mickstar,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal Vi
Casino.Guru
