RealSpin Casino - Player’s withdrawal is rejected.

Play with this casino at your own

Play with this casino at your own risk. You don't have protection in case of any disputes. I don't understand why they are licensed to operate in the Netherlands.

I opened an account and I was granted a €65 bonus as a welcome bonus. The bonus condition was to wager the amount to €4000, which I did complete and won €600 at the end of my activity. I cashed out my winning of €1050 on the 5th of October for approval. It took them another 5 days to revert back to me with the message of rejection with an outrageous excuse that I somehow manipulated the bonus.

I have been playing online for a while and by my knowledge it's impossible to manipulate the games.

My advice is not to waste time with Real Spin casino, stick to the only reputable casinos which are licensed by the country authority.

Dear Popin16,

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.

Has the casino specified how you allegedly manipulated the bonus?

What types of games did you play with the welcome bonus?

Could you please forward me the email you received from the casino after your withdrawal was canceled? My email address is veronika.l@casino.guru.

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

I have forwarded the email I received from the company to the specified email address.

Regards

Thank you for your email. Please ask the casino to send you your entire gaming history in Excel format from the moment you start playing with your welcome bonus up to the moment you requested your withdrawal, and then forward it to me at veronika.l@casino.guru. Thank you for your cooperation and I look forward to assisting you further.

Hello Veronika,

I did submit a request for the data.

Regards

[name hidden by Casino Guru administrator]

Thank you for letting me know. Has the casino replied to your request? Please forward me the email you sent them (veronika.l@casino.guru).

Hi Veronika

Until today the casino hasn't replied to my request.

Regards

Mosss

Thank you very much, Popin16, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear Popin16,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite RealSpin Casino to join the conversation.

Dear RealSpin Casino,

Can you please provide clarification on how the player allegedly manipulated the bonus? Please forward any evidence of the alleged breach of your terms and conditions to me at michal.k@casino.guru

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.

Dear Popin16,

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

Casino Guru