The player from Germany requested closure of his account due to gambling addiction, but RealSpin failed to act on this despite multiple attempts to communicate. The player's account remains open, resulting in a loss of over 1200 euros, and he expects a refund.
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.
1.8
RealSpin Casino has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 17m 27s
Case summary
6 hours ago
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6 days 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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5 days 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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5 days 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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5 days 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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6 hours 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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6 hours 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.
Casino Guru is examining the case
