RealSpin Casino - Player seeks closure of account and compensation.

I opened an account, deposited, and lost some money. I spoke with the chat support and requested them to close my account. After a lot of discussion, they told me to send an email. I sent several emails and they still haven't closed my account despite informing them that I have a gambling problem. Yet, my account remains open. I want my deposits back as moral compensation for the trouble of having my account still open!

Dear georgeflas, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact—the player can reopen the account anytime, and the casino has no obligations to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Have you made any deposits to the casino after you requested your account to be closed?

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon, the deposits I made both before and after requesting the closure of the account. As a moral satisfaction, they should return the money to me if we were talking about a serious company. I sent you to

Thank you very much, georgeflas, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of RealSpin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear georgeflas,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since RealSpin Casino has not yet registered their representative account on our platform, they are unable to respond directly in this thread. However, I have contacted their representative through another channel regarding your issue and am currently awaiting their response. I will keep you updated here as soon as I have any news.

Additionally, I must inform you that the casino you have chosen has a low safety rating and a poor track record when it comes to addressing customer complaints. While the chances of receiving a favorable response are slim, I have reached out to their representative to request assistance with your issue. I am currently awaiting their reply and will update you as soon as I receive any information.

Thank you for your understanding and patience!

Best Regards,

Kubo

Dear Kubo,

We would like to confirm that the player's account has been closed and will remain so.

Kind Regards,

RealSpin Casino

Dear RealSpin Casino,

Thank you for your response and for closing the player’s account. I kindly request the following clarifications:

1. Account Closure Date: Please confirm the exact date the account was closed.
2. Deposits After Closure Request: Provide the total amount of deposits made after the initial account closure request.
3. Supporting Documentation: If possible, please share a screenshot from your system displaying the deposit amounts and dates for the period between the account closure request and the actual closure of the player’s account. Kindly send this information to my email at jakub.m@casino.guru.
4. Player Communication: How many emails did you receive from the player regarding the account closure request?
5. Reason for Action: What triggered the account closure on your end? Was it a direct result of the complaint submitted on our platform, or was it in response to the player’s emails?

Thank you for your cooperation, and I look forward to your reply.

Dear georgeflas,

Thank you for sharing the two emails sent to the casino on December 16, 2024. Unfortunately, neither of these messages meets the necessary criteria to be considered a valid self-exclusion request. In the provided correspondence, you did not explicitly mention a gambling problem, but instead cited a "problem for game" as the reason for your account closure request.

Earlier, you also sent an email stating that "you lose everything and don't win anything," which may reflect frustration with bad luck rather than a clear gambling issue. While I understand that your intent might have been clearer in Greek, translation could have altered the meaning. Given that the casino offers customer support in Greek, may I ask why you chose to communicate in English?

It’s also important to note that:

• Refund Eligibility: Any refunds, if applicable, would only pertain to deposits made after your account closure request. Deposits made prior to this request cannot be refunded, as this is not how self-exclusion policies operate.

To help verify your eligibility for any refunds, please provide the following:

1. Complete Email Correspondence: Share all emails sent to and received from the casino, as you mentioned that there were multiple emails beyond the two you have already provided.
2. Proof of Deposits: Submit evidence of deposits made to RealSpin Casino specifically for the period after your initial account closure request.

This information will allow us to assess your case more thoroughly. Thank you for your cooperation.

Dear Kubo,

The player's account was closed on 7th of January.

Please be advised that the player sent two emails to our designated address, however, neither of these requests were properly formatted or clear enough in order for them to meet the necessary criteria. 

We have a dedicated team of specialists that exclusively manages such inquiries, and self-exclusion requests must be properly formatted for efficient processing. Their role is crucial in ensuring players receive appropriate assistance tailored to their needs while maintaining the integrity of the gaming platform's policies.

On both occasions, our specialists asked the player for clarification so his request could be dealt with accordingly but got no response.

Having stated the above, we believe that the player is not eligible for any refund, taking into account the lack of cooperation, along with his requests being vague and service-related and the player not providing any confirmation or clarification regarding any gambling problem.

King regards,

RealSpin Casino

Dear RealSpin Casino,

Thank you for the clarification.

Dear georgeflas,

The explanation provided by the casino aligns with the facts you presented. Unfortunately, I must agree with their assessment. As I previously mentioned, the request you sent was not formatted correctly and did not clearly state the gambling problem. This is the reason your account remained open and was not closed in accordance with the self-exclusion policy.

It is evident that the casino responded to your message in an attempt to understand your intentions, but unfortunately, you did not provide a clear reason for your request, which prevented them from taking any action.

Additionally, I requested complete email correspondence and proof of deposits, but I did not receive any further information from you.

Given these circumstances, we are unable to continue the investigation, and I must regretfully reject your complaint as unjustified.

For future reference, if you wish to request account closure due to a gambling problem at any online casino, I strongly encourage you to ensure your request is clearly formatted and provides sufficient detail to help the casino take appropriate action.

Thank you for your understanding, and I’m sorry I couldn’t offer a more favorable resolution in this case. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to assist you!

Best Regards,

Kubo