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On August 31, 2024, I first requested a permanent account suspension due to gambling addiction via email. The request was completely ignored. In September 2025, I stumbled upon the casino by chance, and I was still able to log in—something was tempting me to gamble.

On September 23, 2025, I submitted a second self-exclusion request via chat and email, stating that I was a gambling addict. Despite this, the account was not blocked. I argued in chat for a week, and only after submitting a blocking form via Casino Guru was the account blocked – without any confirmation or information from the casino.

This week (23.09.–1.10.2025) I lost €1160.

This is a blatant violation of Anjouan Responsible Gambling rules (Art. 3: Immediate self-exclusion; Art. 5: Monitoring to prevent harm) and Austrian law (Gambling Act – unlawful operations, void contracts according to Supreme Court rulings, ECJ C-920/19).

The casino must reimburse all losses from the first request on August 31, 2024, because they did not block the account despite my declaration of addiction. The minimum amount in dispute is €1,160, but a full refund is requested from August 31, 2024.

Am 31.08.2024 habe ich erstmals per E-Mail eine dauerhafte Kontosperrung aufgrund von Spielsucht angefordert. Die Anfrage wurde vollständig ignoriert. Im September 2025 bin ich zufällig auf das Casino gestoßen, und der Login war immer noch möglich – etwas hat mich versucht, zu spielen.

Am 23.09.2025 habe ich eine zweite Self-Exclusion-Anfrage per Chat und E-Mail gesendet, in der ich angab, Spielsüchtig bin . Trotzdem wurde das Konto nicht gesperrt. Ich habe mich eine Woche lang im Chat gestritten, und erst nach Einreichung eines Sperrformulars über Casino Guru wurde das Konto gesperrt – ohne jegliche Bestätigung oder Information vom Casino.

In dieser Woche (23.09.–1.10.2025) habe ich €1160 verloren .

Das ist ein eklatanter Verstoß gegen Anjouan Responsible Gambling-Regeln (Art. 3: Sofortige Self-Exclusion; Art. 5: Monitoring zur Schadensvermeidung) und österreichisches Recht (Glücksspielgesetz – unzulässige Operationen, nichtige Verträge gemäß OGH-Urteilen, EuGH C-920/19).

Das Casino muss alle Verluste ab der ersten Anfrage am 31.08.2024 erstatten, da sie das Konto trotz meiner Suchterklärung nicht gesperrt haben. Mindeststreitwert: €1160, aber vollständige Erstattung ab 31.08.2024 gefordert.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did the casino block your account?
• When exactly did you deposit the €1160 into the casino? Was it one deposit, or several smaller deposits?
• Have you tried contacting the casino after August 31, 2024, when you received no response to your initial account closure request?

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 don't know exactly when my account was blocked—it was either October 1st or 2nd. I haven't received any confirmation from the casino that the account was closed. I submitted the account blocking request via your website, and the account was subsequently closed.

Yes, the deposits were made after my request on September 23, 2025, to close the account due to my gambling addiction. They involved multiple deposits in various amounts.

After I submitted the first account closure request on August 31, 2024, I didn't contact the casino again, assuming my account would be closed immediately. However, that wasn't the case. A year later, I stumbled upon the casino again by chance, was able to log in, and my losses are now significantly higher than €1,160.

I therefore request a full refund of all deposits made from August 31, 2024.

I have attached the screenshots.

 weiß nicht genau, wann mein Konto gesperrt wurde – es war entweder am 1.10. oder 2.10. Ich habe von dem Casino keine Bestätigung erhalten, dass das Konto geschlossen wurde. Über Ihre Webseite habe ich die Anfrage zur Kontosperrung gesendet, und danach wurde das Konto geschlossen.

Ja, die Einzahlungen erfolgten nach meiner Bitte vom 23.09.2025, das Konto aufgrund meiner Spielsucht zu schließen. Es handelte sich um mehrere Einzahlungen in verschiedenen Beträgen.

Nachdem ich am 31.08.2024 die erste Anfrage zur Kontoschließung geschickt hatte, habe ich keinen weiteren Kontakt mit dem Casino aufgenommen, da ich davon ausging, dass mein Konto sofort gesperrt wird. Das war jedoch nicht der Fall. Ein Jahr später bin ich zufällig wieder auf das Casino gestoßen, konnte mich einloggen, und die Verluste sind nun deutlich höher als 1.160 €.

Ich fordere daher die vollständige Rückerstattung aller Einzahlungen ab dem 31.08.2024.

Die Screenshots füge ich im Anhang bei.

Thank you for your reply.

Do you have any evidence confirming that your account closure request was sent on August 31? If you did not receive any response from the casino and did not follow up, we cannot be sure that the casino actually received your message.

If a player does not receive confirmation of their request or receives an irrelevant response, they should make every effort to ensure that their request is properly acknowledged. A single email may not always be sufficient – in such cases, it’s advisable to send additional follow-up emails or use alternative communication channels such as live chat, WhatsApp, or Telegram.

Could you also please confirm whether you contacted the casino via customercare@realspin.com, as suggested by live chat? If so, kindly forward your account closure request to veronika.f@casino.guru.

I have clear evidence that I sent an email to your casino on August 31, 2024, requesting the immediate closure of my player account. I still have this email. However, you have not sent me any confirmation of receipt or processing, even though every reputable casino is obligated to process such a request immediately. At that time, it was a given that my account would be closed.

Despite my clear request, my account remained active. When I happened upon your casino again about a year later, I discovered that I was still able to log in. I subsequently requested my account closure several times via live chat and sent further emails as instructed by your support team. However, you took no action. I have numerous screenshots and receipts documenting all of these omissions.

In the live chat, I explicitly pointed out my existing gambling addiction problem and requested that you block all deposits immediately. Despite this, you failed to implement any protective measures. You knowingly allowed me to continue playing, even though you knew full well that I was at risk and in need of protection. This constitutes a serious violation of:

Your own terms and conditions and responsible gaming policies.

The legal obligations of a licensed gambling operator to protect vulnerable players.

The principles of fairness, integrity and responsible gambling.

Only after I filed another complaint through CasinoGuru and requested account closure was my account finally blocked in 2025. Their delayed response was only due to external pressure.

I therefore make the following demand:

I demand a full refund of all deposits I made, as well as all losses incurred between my initial account closure request on August 31, 2024, and the actual suspension of my account. You bear full responsibility for the failure to implement my gaming suspension in a timely manner.

ich habe den eindeutigen Nachweis, dass ich am 31.08.2024 eine E-Mail mit der Aufforderung zur sofortigen Schließung meines Spielerkontos an Ihr Casino gesendet habe. Diese E-Mail liegt mir weiterhin vor. Sie haben mir jedoch keinerlei Bestätigung über den Erhalt oder eine Bearbeitung zugesendet, obwohl jedes seriöse Casino verpflichtet ist, eine solche Anfrage umgehend umzusetzen. Für mich war zu diesem Zeitpunkt selbstverständlich, dass mein Konto geschlossen wird.

Trotz meiner klaren Aufforderung blieb mein Konto aktiv. Als ich nach etwa einem Jahr zufällig erneut auf Ihr Casino gestoßen bin, musste ich feststellen, dass ein Login weiterhin möglich war. Daraufhin habe ich mehrfach über den Live-Chat erneut die Schließung meines Kontos verlangt und, wie von Ihrem Support angeordnet, weitere E-Mails gesendet. Dennoch ergriffen Sie keinerlei Maßnahmen. Ich verfüge über zahlreiche Screenshots und Belege, die all diese Versäumnisse dokumentieren.

Im Live-Chat habe ich ausdrücklich auf mein bestehendes Spielsuchtproblem hingewiesen und Sie aufgefordert, sämtliche Einzahlungen umgehend zu blockieren. Trotzdem haben Sie keine Schutzmaßnahmen umgesetzt. Sie haben mich bewusst weiterspielen lassen, obwohl Sie genau wussten, dass ich gefährdet und schutzbedürftig bin. Dies stellt einen gravierenden Verstoß gegen:

Ihre eigenen AGB und Responsible-Gaming-Richtlinien.

Die gesetzlichen Verpflichtungen eines lizenzierten Glücksspielanbieters zum Schutz gefährdeter Spieler.

Die Prinzipien von Fairness, Integrität und verantwortungsvollem Glücksspiel.

Erst nachdem ich über CasinoGuru erneut eine Beschwerde eingereicht und die Kontoschließung gefordert habe, wurde mein Konto im Jahr 2025 schließlich blockiert. Ihre verspätete Reaktion erfolgte nur aufgrund des externen Drucks.

Ich stelle daher folgende Forderung:

Ich fordere die vollständige Rückerstattung aller von mir getätigten Einzahlungen sowie sämtlicher Verluste, die zwischen meiner ersten Kontoschließungsaufforderung am 31.08.2024 und der tatsächlichen Sperrung meines Kontos entstanden sind. Sie tragen die vollständige Verantwortung dafür, dass meine Spielsperre nicht rechtzeitig umgesetzt wurde .

Thank you for your cooperation and for providing all the necessary information.

Your complaint will now be transferred to your dedicated resolver, Kubo (jakub.m@casino.guru), who will contact the casino directly and manage all communication from this point onward. No action is required from you at this stage, and your resolver will reach out through this thread if any additional information is needed.

I wish you the best of luck and hope that your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear majkaa161,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RealSpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RealSpin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Kubo,

Following a thorough review of the information available, we can confirm that the customer’s request was processed within the timeframe set in our T&Cs.

As clearly stated in our Terms and Conditions, it is the customer’s sole responsibility to ensure that their account activity aligns with any account closure or self-exclusion request. Consequently, all gameplay and transactions carried out during this period remain the customer’s responsibility.

Given the circumstances and the nature of the case, it appears that the player may have taken advantage of the process while continuing to use our services. Such conduct raises concerns that the player may have deliberately employed this approach to engage in gameplay with minimal or no risk of loss, thereby undermining the fundamental principle of fair participation in games of chance.

Best regards,

RealSpin Casino

I would also like to clarify that I requested the closure of my account a year ago. At that time, my request was denied, but I did not gamble during that period. I only started gambling again a year later.

This history clearly shows that any delays or losses are not due to my behavior, but to the casino's failure to implement my initial self-exclusion.

Ich möchte außerdem klarstellen, dass ich bereits vor einem Jahr die Schließung meines Kontos beantragt habe. Damals wurde meiner Bitte nicht nachgekommen, ich habe jedoch kein Glücksspiel in diesem Zeitraum betrieben. Erst nach einem Jahr habe ich wieder mit dem Spielen begonnen.

Dieser Verlauf zeigt eindeutig, dass jegliche Verzögerung oder Verluste nicht auf mein Verhalten zurückzuführen sind, sondern auf die mangelnde Umsetzung meiner ursprünglichen Selbstsperre durch das Casino.

Dear RealSpin Casino,

Could you please clarify how the player’s request to close her account due to a gambling problem was handled, given that her account remained fully accessible?

Additionally, your statement that "all gameplay and transactions carried out during the self-exclusion period remain the customer’s responsibility" is unclear. Self-exclusion is a responsible gambling tool that must be applied and enforced by the casino. If the account is not closed following an explicit request due to a gambling problem, and the player is still able to deposit and lose money, the responsibility lies with the casino. Under the interpretation you provided, self-exclusion would effectively serve no purpose, as it would only function if the player were able to resist gambling impulses on their own.

For this reason, your explanation of how this tool is meant to function appears highly confusing.

Furthermore, suggesting that the player "took advantage of the process" when no process was actually initiated on your end is inappropriate. Citing supposed gameplay irregularities during a period in which the account should have been closed is also irrelevant.

I look forward to your clarification.

Dear Kubo,

Please be advised that the player’s official request, submitted to customercare@realspin.com on 01/10/2025, was received by our specialized team responsible for handling sensitive matters such as gambling addiction.

The request was processed on the same day it was received, and the player’s account was subsequently closed.

Best Regards,

RealSpin Casino

Dear majkaa161,

Regarding your claim that you requested self-exclusion in August 2024, the evidence provided is unfortunately insufficient to confirm that the casino received or acknowledged such a request. You mentioned having clear proof, but the only supporting material submitted was one screenshot showing an allegedly sent email to support@realspin.com. As there was no reply, confirmation, or any follow-up communication from the casino, we cannot consider this as valid or reliable proof that the casino was made aware of your request.

Additionally, a single email - especially one that remained unanswered - cannot reasonably be viewed as a sufficient or proactive attempt to ensure that your self-exclusion request was received and processed. According to the information available, after sending that one message, you continued to play and deposit funds without making any further attempt to contact the casino or use any of the alternative support channels available at the time. In cases involving self-exclusion, it is important that players take all necessary steps to ensure their request is delivered and acknowledged, particularly if there is no initial response.

More than a year later, on September 23, 2025, you reached out again - this time to a non-existing email address (customerassist@realspin.com). Since emails sent to invalid addresses typically bounce back, this should have indicated that the casino could not receive your message. Only after that did you contact the casino’s support team via live chat, who correctly directed you to the proper email address (customercare@realspin.com). You submitted your request on October 1st, and the casino promptly acknowledged it and closed your account. From our perspective, the casino acted appropriately and fulfilled its responsibilities regarding your self-exclusion request once it was properly received.

Given the absence of evidence that the casino failed in its duty or ignored a valid self-exclusion request, we unfortunately see no grounds to justify a refund.

For these reasons, I must respectfully reject your complaint as unjustified.

Thank you for your understanding. I’m genuinely sorry that we could not provide a more favorable outcome for you. If you experience any issues with this or another casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to support you.

Best Regards,

Kubo