RealSpin Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

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.

Guten Tag,

Nach mehrfacher Aufforderung auf sperren meines Kontos aufgrund einer akuten Spielsucht sperrte RealSpin mein Konto nicht. Ich habe sie erst über den Livechat kontaktiert, die mir sagten, ich sollte mich an die Customcare Email wenden, was ich dann tat. Eine Antwort blieb bis heute aus und so konnte ich über 1200 Euro verspielen obwohl ich mehrfach auf meine Spielsucht aufmerksam gemacht habe. Dieses Casino sperrt absichtlich mein Konto nicht. Ich erwarte eine Rückerstattung des Geldes.

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

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.

Hallo,

Nein das geld wurde verteilt nach dem Antrag eingezahlt. Zuletzt gestern am 28.11.2024 ingesamt 800 Euro die ich auf jeden Fall zurück haben möchte.

Ich konnte mich bis jetzt noch nicht verifizieren, da ich noch nicht zu aufgefordert wurde.

Funny, they seem to be reading along. My account has just been blocked. See picture. However, there was no reply to my refund email!

Lustig, die scheinen mit zu lesen. So eben wurde mein Konto gesperrt. Siehe Bild. Auf meine Erstattungs Mail wurde jedoch nicht geantwortet.!

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?

No

Nein

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.

I have forwarded it. Thanks!

Hab weitergeleitet. Danke !

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

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.

Casino schickte mir folgende Mail.

Ich nehme diese Angebot hiermit an.

meine Antwort auf die Mail kam nicht durch. Bitte den Fall jedoch noch nicht zu schließen, bis das Geld auf meinem Konto ankam. Ich habe nun über eine andere Email geantwortet.

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 Mickstar,

Thank you for the update. Please, keep me informed about the status of your payment.

I will. Thanks!

Mache ich. Danke!

I will set the timer on you so, please, answer when you have updates, I am keeping my fingers crossed!

Money arrived. Case can be closed. Thank you all!

Geld kam an. Fall kann geschlossen werden. Vielen Dank an alle!

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