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Dear Casino Guru Team,

I am submitting this complaint to formally report Real Spin’s failure to honor a written self-exclusion request and the severe financial and emotional harm that followed. This summary provides the full timeline, evidence of negligence, and the resolution I am seeking.

Summary of Events

May 21, 2025 – I submitted a written self-exclusion request to Real Spin, clearly stating it was due to a serious gambling problem and requesting that my account be closed immediately.

Despite this, my account remained fully accessible for over a month.

May 21 to June 25, 2025 – I deposited approximately $80,700 CAD into my Real Spin account — all after my self-exclusion request.

Real Spin only closed my account in July 2025, and only after I escalated the matter through AskGamblers.

The closure was reactive, coming far too late to prevent significant losses, and no proactive steps were taken to protect me during this critical period.

Attempts to Resolve

I followed up multiple times with Real Spin, reiterating my request for closure.

I filed a complaint with AskGamblers, which was initially left unresolved until I submitted a detailed follow-up highlighting the ignored exclusion request and reactive closure.

I provided clear evidence of my self-exclusion request, the deposits made afterward, and the harm caused. Despite this, no refund or meaningful resolution has been offered.

Breach of Licensing Obligations

Real Spin’s conduct represents a serious breach of responsible gambling protocols and licensing obligations. Allowing deposits of over $80,000 CAD after receiving a clear self-exclusion request shows gross negligence and a disregard for duty of care.

The fact that my account was eventually closed without requiring any new documentation proves they could have acted immediately on my original request but chose not to.

Requested Resolution

A full refund of all deposits made after May 21, 2025, totaling approximately $80,700 CAD.

Written confirmation that my account is permanently closed.

This case is not about a minor delay — it is about a complete failure to implement responsible gambling safeguards, resulting in substantial, preventable harm. I am seeking your assistance in holding Real Spin accountable and ensuring that similar cases are prevented in the future.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RealSpin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you? Were you informed about your account closure in any way?
• Did the casino communicate with you via email or live chat during the time you were attempting to self-exclude?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

Dear Tomas,

I am submitting this complaint regarding Real Spin’s serious breach of responsible gambling obligations and their complete lack of cooperation in resolving the matter.

Summary of Events

On May 21, 2025, I submitted a self-exclusion request to Real Spin due to a serious gambling problem. From that moment, my account should have been closed immediately to prevent any further harm. Instead, it remained fully accessible for over a month.

Between May 21 and June 25, 2025, I deposited approximately 80,700 CAD into my account, all after my exclusion request. The account was only closed in July 2025 after my complaint was posted on AskGamblers.

Lack of Communication

Since the closure, Real Spin has shown no willingness to address my concerns or refund the deposits that were unlawfully accepted after my exclusion.

I sent approximately 15 emails to Real Spin without receiving a single reply.

My AskGamblers complaint was left unresolved because Real Spin never responded to it at all.

When I contact live chat, I am told my complaint is still being processed or that they cannot discuss the matter and I must email support, even though I have done so many times without any reply.

Post-Closure Avoidance

After closing my account without informing me in July, Real Spin acted as if their obligation ended there. On live chat, they state they cannot do anything further and repeatedly tell me to email their support department. This has created an endless loop where I am told to contact support, but my emails are ignored.

Breach of Licensing Obligations

Once a self-exclusion request is submitted, the operator’s duty is clear. Consent to gamble is revoked immediately and the account must be blocked without delay. Allowing 80,700 CAD in post-exclusion deposits is not an administrative oversight, it is a complete failure to uphold responsible gambling obligations.

Their total lack of response to 15 emails, their failure to engage with an AskGamblers complaint, and their continued refusal to address this matter in live chat all demonstrate a deliberate avoidance of accountability. I have yet to hear back with them after they confirmed they will close my account in May.

Requested Resolution

I am requesting a full refund of all deposits made after May 21, 2025, totaling approximately 80,700 CAD, and written confirmation that my account remains permanently closed.

This is not a dispute over game results. This is about deposits that should never have been accepted and harm that should never have occurred if Real Spin had honored my exclusion request. I will attach copies of my original exclusion email, deposit records, proof of post-exclusion gambling, and my unanswered follow-ups.

Best regards,

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I want to add an important update to my case that further demonstrates Real Spin’s refusal to act responsibly.

Real Spin not only ignored exclusion requests and accepted CAD $80,700 in unlawful deposits, but they also refuse to engage in good faith. When I requested escalation through live chat, support closed the chat claiming I had not replied, despite my active messages (screenshot attached).

This is not a misunderstanding. It is a deliberate tactic to avoid escalation and should be treated as evidence of negligence and bad faith. Their pattern of behavior now includes:

Ignoring multiple exclusion requests first submitted on May 21, 2025.

Accepting CAD $80,700 in deposits after those requests, in violation of responsible gambling obligations. Reactive closure of my account only after I escalated to AskGamblers, when no funds remained to deposit. Refusal to engage in live chat, instead closing conversations under false pretenses.

This latest transcript makes it clear that Real Spin is not willing to resolve matters internally and is deliberately obstructing resolution.

I trust this strengthens my case with Casino Guru, and I will also be submitting the same evidence to relevant regulators and review boards.

Thank you again for your support, and please let me know next steps.

As a follow up to my previous post, I just want to provide another summary of my latest evidence against Real Spin.

Evasion: Real Spin refuses to explain what type of support their live chat offers, instead repeating "email us" without addressing direct questions.

Obstruction: Every request is redirected to the same unresponsive email address, with no timeframe or accountability provided.

Bad Faith: When pressed for clarification, the agent attempted to close the chat rather than engage.

Pattern: This conduct has continued for over two months, during which my exclusion requests have been ignored and deposits were unlawfully accepted.

Again, this is no longer a matter of miscommunication. Real Spin has shown a deliberate pattern of evasion and obstruction, leaving exclusion requests unresolved despite repeated evidence and escalation.

I request Casino Guru to take these facts into account, as the operator’s actions demonstrate a clear failure of responsible gambling obligations and customer protection.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

deleted.

Dear Real Spin Team,

I acknowledge your latest reply, but I must point out that it has now been over two months since my complaint was submitted, and I still have not received a direct response from the "relevant department." Simply saying my request was forwarded is not a meaningful update.

Your team has already admitted that my exclusion request was valid and that deposits should not have been accepted. At this point, the only acceptable next step is repayment of the deposits made after that request. Further delay does not change these facts.

I want to make it clear that I am willing to act in good faith and wait until August 25th, 2025 as previously stated. However, if no repayment or resolution is provided by that date, I will escalate the matter without further notice through your regulator and public consumer platforms.

This case is not about refunding gambling losses. It is about the return of deposits unlawfully accepted after an exclusion request — deposits that never should have been possible under your own responsible gambling obligations.

I trust you will treat this with the seriousness it deserves.

This is my first escalation and I am still willing to act in good faith. On May 21 I submitted a self-exclusion request to Real Spin. Under their Terms and Conditions this should have been fully actioned within 10 days. Instead, my account remained open until June 25 and deposits of approximately CAD 80,700 were accepted during that period.

Real Spin has admitted in writing that this was an error on their part and that my request should have been actioned within the required timeframe. I have posted the screenshots as reference.

I am requesting the return of deposits that should have been blocked once my exclusion request was made, as they were accepted in breach of responsible gambling obligations.

Complaint Summary (Short):

This is my first escalation. Real Spin admitted my exclusion request should have been actioned on or before August 25th but failed to do so, and CAD 80,700 in deposits were accepted. Screenshots attached.

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.

Thank you for extending the timer. I want to be clear that there is nothing left to figure out in this case. Real Spin has already admitted in writing that my exclusion request should have been fully actioned within 10 days, that it was not, and that this was an error on their part. The amount of CAD 80,700 in unlawfully accepted deposits is clear and undisputed.

The only step that remains is for Real Spin to initiate the return of these funds. I have acted in good faith and provided every opportunity for resolution. At this point, further delays serve no purpose. I am requesting that repayment be processed without any additional delay.

On August 18th Real Spin admitted in writing that my exclusion request should have been processed within 10 days, that it was not, and that this was their error. During that delay CAD 80,700 in deposits were accepted. This figure is documented, undisputed, and owed back to me.

Following that admission I gave Real Spin until August 26th to act in good faith and provide a written resolution. That deadline has passed without a single reply.

When I followed up via live chat today the agent’s only response was to say "send just one more email." After three months of silence and over 30 unanswered emails, asking me to restart the process is not resolution. It is avoidance.

The facts are already established. The breach has been acknowledged. The amount is clear. What remains is repayment of the funds that should never have been accepted. Every day of delay further proves Real Spin’s unwillingness to engage in good faith.

Update – Repayment Confirmed, CAD $80,700 Still Withheld

On August 18, Real Spin admitted in writing that my exclusion request should have been processed within 10 days, and that failing to do so was their error. During that delay CAD $80,700 in deposits were accepted.

On August 26, Real Spin confirmed in live chat that repayment of CAD $80,700 will be made. This is a written acknowledgment that the funds are mine and must be returned.

Despite this confirmation, Real Spin has still not provided a repayment date or formal schedule. The breach has been admitted, the debt has been confirmed, and what remains is enforcement.

I am asking Casino.Guru to note that repayment has been confirmed by Real Spin and to press the operator for immediate action.

I kindly request that this case remain open until the funds have actually been deposited into my account.

On August 18, Real Spin admitted in writing that my exclusion request was mishandled and that this was their error.

On August 26, they confirmed in writing that I would be provided with a repayment plan that day or on August 27. No plan was ever sent.

CAD $80,700 in deposits were accepted during this period, and repayment of this amount is owed.

Since then, email communication has gone silent. I have not received a single reply in over three months despite repeated follow-ups. Live chat has been doing most of the heavy lifting, but their answers only loop back to "the finance department needs more time." While they continue to say the right things, I am concerned this is stalling rather than genuine progress.

Because the breach has already been admitted, the amount is documented, and repayment has been acknowledged, the only step remaining is repayment. For this reason, I kindly ask that this case stay open until the funds are actually deposited, as closing it any earlier would be premature.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Luckylarry61,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Message from the player:

Dear Casino Guru Team,

I am requesting that my complaint against RealSpin be reopened.

On August 18, 2025, RealSpin admitted in writing that deposits made after my self-exclusion request of May 21, 2025, were accepted in error and confirmed that repayment of CAD $80,700 would be processed. They further reiterated on August 27 that repayment would be finalized.

However, despite these written admissions, no repayment has been made to date. For nearly a month I have been told only to "wait," with no timeline, no confirmation, and no meaningful response from their support team. This goes directly against good-faith resolution practices and is causing me severe financial hardship, as I am carrying high-interest debt tied to these unlawful deposits.

Given that RealSpin has already acknowledged liability, their continued delay and refusal to process repayment demonstrates non-compliance with their obligations. I ask that Casino Guru reopen my case so that this issue can be properly addressed and RealSpin is held accountable for both the admission and the failure to follow through.

Thank you for your continued support.

Dear Luckylarry61,

Could you kindly provide evidence of this communication? You may either post screenshots directly in this thread or forward them to my email address: jozef.k@casino.guru.

Thank you in advance for your cooperation.

Please give me time to compile all evidence.

RealSpin Complaint Timeline

May 21, 2025 – I submitted a self-exclusion request due to gambling harm. Despite this, my account remained open, and CAD $80,700 in deposits were accepted.

August 18, 2025 – RealSpin admitted in writing that these deposits were accepted in error and that repayment would be processed.

August 26, 2025 – RealSpin support stated that I would receive a repayment schedule "today or tomorrow."

Late August – Early September – Multiple agents confirmed that repayment was "being processed."

September onward – No funds have been returned. Emails go unanswered. Live chat agents refuse to engage and only provide the same automated response: "Please email support."

Summary

RealSpin has:

Admitted liability in writing (Aug 18).

Promised a repayment schedule (Aug 26).

Confirmed processing.

Failed to act for over a month since.

This is not a simple delay — it is non-compliance with their own commitments.

Given RealSpin’s written admission and failure to act, I request Casino Guru not only pursue this complaint directly with RealSpin but also escalate it to their regulator for enforcement. At this stage, further delay is avoidance, not cooperation.

Please let me know what screenshots that you require.

Dear Luckylarry61,

I confirm that I have received the screenshots from the live chat communication. However, I could not find any statement in them where a refund was promised to you. Could you please clarify or explain further?

You’re right that the earlier images didn’t include the explicit promise. I hadn’t shared these ones before. Please see the newly uploaded screenshots and the specific lines below, which show RealSpin committing to a repayment schedule after admitting liability:

Aug 18 (email): RealSpin states deposits after my exclusion "were accepted in error" and repayment would be processed.

Aug 26 (chat): Support says I will receive a repayment schedule "today or tomorrow."

Margie T. (chat) — when I asked: "I’ll either wait in this chat for an exact repayment date, or I’ll need written confirmation of the repayment schedule tonight. Can you provide that?"

She replied: "Yes, I can provide that."

Nicole A. (chat): "Our relevant team will… provide you with the repayment date or schedule."

Olivia R. (chat): "I can’t give an exact time, but this matter will be processed very soon … only the finance team can confirm the repayment details by email."

These aren’t generic apologies; they confirm (1) the deposits were accepted in error, (2) repayment is owed, and (3) a repayment date/schedule would be provided. Since then, the casino has stopped engaging and has not returned any funds.

Given these admissions and commitments, I’m asking that my complaint be reopened and treated as a non-compliance with an admitted repayment obligation, not a mediation about liability.

Please check your email for all screenshots.

I’ve now attached screenshots of most of my conversations with RealSpin.

RealSpin admitted on August 18 that CAD $80,700 was taken in error and promised repayment. That admission is clear and binding. My only request is confirmation of when repayment will be processed. Every time they avoid that question, it makes RealSpin look more evasive and unprofessional. I would like RealSpin to answer directly: when will repayment be made?

These show a clear pattern of stonewalling: agents either copy-paste scripted replies, claim they cannot provide any details, or even ask me to "clarify" after I explicitly request repayment.

This avoidance is deliberate. RealSpin admitted in writing on August 18 that CAD $80,700 was accepted in error and would be repaid, but since then:

No repayment has been made.

No repayment schedule has been provided.

Support refuses to answer direct questions.

At this stage, the evidence is overwhelming. I am asking Casino.Guru to step in and ensure that RealSpin follows through on its written admission. If RealSpin refuses to cooperate further, I also request that Casino.Guru escalate this directly to their regulator.

I am formally requesting Casino Guru to contact RealSpin’s regulator for immediate intervention.

I have now provided full screenshots and written evidence showing:

• Admission of liability on August 18

• Breach of repayment commitment on August 26

• Prolonged silence and refusal to engage since September

• Clear evidence of bad faith through live chat, where agents only copy and paste scripted replies and refuse to escalate or acknowledge the admitted repayment

RealSpin has admitted that the funds are owed but continues to avoid repayment and ignore all communication. This is not a simple delay. It is deliberate non-compliance.

I am asking Casino Guru to step in and contact RealSpin’s regulator directly so that enforcement action can finally be taken.

Dear Luckylarry61,

I’m not sure how this happened; it might be related to the number of emails you’ve sent. However, I am still missing the evidence to support this.

Aug 18 (email): RealSpin states deposits after my exclusion "were accepted in error" and repayment would be processed.

Aug 26 (chat): Support says I will receive a repayment schedule "today or tomorrow."

I do kindly ask you to attach those evidence into this thread into your reply, if possible just two screenshots.

Thank you.

Dear Jozef,

Thank you for your reply.

Please find below the screenshots you requested showing RealSpin’s written admissions:

August 18, 2025 (chat): RealSpin acknowledges that my self-exclusion request from May 21, 2025, "should have been fully actioned within the standard 10-day period" and admits that there "was a delay on our side."

August 26, 2025 (chat): RealSpin confirms that repayment was "being processed" and that I would receive the "repayment date or schedule."

August 27, 2025 (chat): RealSpin further confirmed that repayment would be communicated by email, either "today or tomorrow."

These messages clearly show RealSpin admitting fault for failing to act on my exclusion request and confirming repayment would be processed.

Thank you for reviewing this — please confirm receipt and advise next steps.

I am following up on my complaint against RealSpin Casino, originally submitted in June 2025. I was informed that repayment was being processed, and I would like to confirm whether this has in fact occurred or been verified on your end.

I would appreciate any update or confirmation you can provide regarding the current status of the repayment process.

Thank you for your time and assistance.

RealSpin promised repayment and confirmed it was being processed, but it has been over two months and I still haven’t received the money. That’s far longer than reasonable, especially for a substantial amount. I expected them to honor their commitment, and this delay is frustrating and unacceptable.

Hello,

I am following up regarding my complaint against Real Spin Casino. Back in early August, Real Spin admitted they accepted my funds in error after my self-exclusion request. On August 26th, they stated that a repayment schedule would be sent to me "today or tomorrow."

It’s now been over a month and a half, and I still haven’t received any repayment schedule or update from the casino. This ongoing delay, after their own acknowledgment of wrongdoing, is unacceptable and suggests they are intentionally stalling the process.

Please follow up with Real Spin and request an immediate update on when the repayment schedule will be provided.

Thank you for your continued support.

Dear Luckylarry61,

Thank you for sharing all the evidence. It’s now up to the casino to respond. However, please be aware that since they haven’t replied before, the case will likely end the same way as last time.

Dear RealSpin Casino team,

Could you please clarify the situation from your side and provide any relevant information regarding this case?

It’s concerning that Real Spin continues to ignore multiple formal complaint requests despite admitting fault back in August. If a casino can admit to accepting funds in error and still face no consequences or response for over six weeks, how are they legally allowed to operate under their current license?

I would like to highlight several serious breaches of RealSpin’s own terms and conditions in connection with my ongoing complaint. These breaches directly relate to how my case has been handled and further demonstrate bad faith on the part of the operator:

Failure to Respond Within 28 Days (Clause 21.3):

RealSpin states that all customer disputes will receive a response "within a few days" and "in any event within 28 days of receipt." I submitted my complaint well over 28 days ago, yet I have still not received any substantive reply or resolution. This is a direct violation of their own dispute policy.

Misapplication of the 3-Day Rule (Clause 21.4):

RealSpin claims that disputes must be lodged within three days of a wager being settled. However, this clause clearly refers to disputes about individual bets, not systemic issues such as accepting deposits after a permanent self-exclusion request. My complaint concerns unlawful account activity and a breach of responsible gambling obligations, which fall entirely outside the scope of this clause.

Failure to Escalate the Matter to Management (Clause 21.5):

The terms clearly state that if the Customer Service Department cannot reach a resolution, the matter will be escalated to management. To date, there is no evidence that any escalation has occurred, despite the length of time this dispute has remained unresolved.

Right to Arbitration (Clause 21.6):

RealSpin acknowledges that if no solution is reached, the customer has the right to pursue arbitration. If this situation remains unresolved, I intend to use RealSpin’s own terms as part of my evidence to pursue both arbitration and legal action.

In addition, I would like to make clear that I filed this Casino.Guru complaint before the regulatory complaint was submitted. If RealSpin continues to ignore its own policies and fails to repay the funds it has already admitted were accepted in error, I will present this ongoing noncompliance as evidence of bad faith to my legal counsel

I want to update this complaint to make something very clear. RealSpin has already acknowledged that deposits totaling approximately CAD $80,704.83 were accepted after I withdrew consent to gamble on May 21, 2025. They also stated back in August that repayment would be processed. Months later, nothing has happened — and the operator has now gone completely silent.

This is no longer a situation about whether repayment is owed. It is about an operator failing to follow through on a commitment they themselves confirmed. I have already escalated this matter to their regulator, but at this point I may also need to seek legal counsel to recover funds that were acknowledged months ago.

It is deeply concerning that a licensed operator can confirm repayment, fail to act on it for months, and then disappear from communication entirely. That conduct should not be acceptable under any regulated gambling framework.

I would like to kindly request that the case summary on this complaint be updated to reflect the current situation accurately. The core issue is no longer just about a self-exclusion failure. It is now a repayment matter.

RealSpin admitted liability in writing on August 18, promised a repayment schedule on August 26, and confirmed that processing was underway. Despite these commitments, no repayment has been made, and nearly two months have passed without any action or further communication.

The operator explicitly stated that the funds would be returned in August, yet this has not happened. The case summary should now reflect that the dispute concerns the outstanding repayment of confirmed funds rather than only the original exclusion breach.

Dear Luckylarry61,

I’m very sorry, but since the casino team has once again not responded, we are unable to continue with the investigation. Based on the evidence you provided, it appears that a refund was indeed promised but not honored.

I have no other option but to close this case again. The casino may request to reopen it at any time should they wish to resolve the matter.

Best regards, Jozef