Realz Casino - Igrački nalog je zatvoren.

Good morning,

I would like to file a complaint against Realz Casino. My account was closed and withdrawals of PLN 1,282 were canceled without a clear explanation. I played solely for my own funds. I sent a message on Friday but have not yet received a response. Please help me solve this case.

Regards,

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Dear Jagodaaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean

Hello.

1. Yes, I completed all the verification steps.

2. I held an account with Realz for about a month; the account was blocked on July 2nd.

3. I played only slots using my own money and did not use any bonuses.

Thank you for the clarification.

Could you please share with me your communication with the casino regarding the reasons why your account was closed? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

Hello from the answers I received by email from one of the realz addresses. I didn't get a clear reason why my account and the money I was playing for were blocked.

Please answer and help me in this situation.

Dear Jagodaaa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

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

Kind regards,

Jean

Dear Jagodaaa,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Realz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina, dear Jagodaaa,

Thank you for bringing this to our attention.

Kindly be informed that we have forwarded your request to our relevant department. As soon as we have more information, we will update you.

Kind regards,

Realz Team

So I can only withdraw money to my bank account right now yes?

Do i have to write data for transfer here in chat?

Dear Jagodaaa,

We require bank details to issue your withdrawal. If you are concerned with sharing your data here on the forums, we can contact you via email with all details needed to proceed with withdrawal.

Kind regards,

Realz Casino Team

Dear Jagodaaa,

You are welcome to send the information here, and I will mark your message as sensitive. This means that only you, the casino, and I will be able to view its contents.

Alternatively, you can send the information directly to the casino, as they requested.

Dear Realz Casino Team,

Could you please let us know once the funds have been sent to the player?

Thank you very much in advance for your cooperation.

Dear Jagodaaa,

Thank you for providing us with the bank details. Upon review with our relevant department, please be informed that bank details were rejected as beneficiary name of provided bank details mismatches the name of the player in our system. Could you provide us with more information why is there a mismatch and, if possible, provide us with bank details that matches the player in whose name account was registered?

Thank you in advance.

Kind regards,

Realz Team

Dear

The bank account belongs to my friend. I was playing on her account with her knowledge and permission because she does not have a personal bank account. We funded the account together, and therefore I provided her bank details for the withdrawal.

Please let me know if you require any additional information or documentation to verify this situation.

Kind regard

Dear Jagodaaa,

Thank you for your clarification.

Unfortunately, using a payment method belonging to another person is contrary to the fundamental rules applied by online casinos, even when the payment owner gave permission. Additionally, casino accounts must be registered and used exclusively by their legitimate owner.

Based on the information you provided, we are unable to ask the casino to process the disputed funds or continue pursuing the complaint. We must therefore reject the complaint as unjustified.

Thank you for your understanding.