Realz Casino - Igrački račun je trebalo da bude zatvoren.

I am submitting this complaint regarding a serious breach of responsible gambling rules by Realz Casino.

On 21 December 2025 and again on 22 December 2025, I explicitly requested the immediate closure of my account due to gambling-related problems. I clearly stated that I did not want to continue gambling and asked for my account to be closed permanently.

Despite these requests, my account was not closed, remained fully active, and I was able to continue depositing and gambling. After my closure requests, I deposited and lost approximately 10,000 PLN.

The casino not only ignored my closure requests but also continued communication without enforcing any restriction. Only on 14 January 2026 did Realz finally close my account, which they now claim was done "upon my request", despite the fact that I requested closure weeks earlier.

This is a clear violation of responsible gambling obligations. Once a player requests account closure for gambling-related reasons, the casino must act immediately and prevent further deposits and play.

I am requesting a refund of all deposits made after my first account closure request on 21 December 2025. I can provide email evidence confirming my requests and my deposit history.

I kindly ask Casino Guru to review this case and assist in resolving this dispute fairly.

Due to attachment limits, I could not upload the full deposit history. I can provide complete deposit records upon request.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Gregorczyk,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Unfortunately, I could not find mention of gambling issues or explicitly stated self-exclusion in the messages you have attached.

Would you be so kind as to forward me the complete account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Additionally, you can attach your deposit history as well.

Thank you in advance for your cooperation.

Best regards,

Attila G.

In response to your request for additional information, I confirm that despite my self-exclusion and the information about the permanent closure of my account, Realz Casino continued to contact me for marketing purposes and to award me promotional funds.

I am attaching screenshots showing:

– e-mail from VIP Manager Nicole dated 19/01/2026 with information about receiving PLN 102 as part of the "Weekly Cashback",

– content of correspondence confirming that the account was to be closed.

I believe that such actions violate the principles of responsible gaming and the terms of self-exclusion. I request that these facts be taken into account in further consideration of this matter.

W odpowiedzi na prośbę o uzupełnienie informacji potwierdzam, że pomimo zgłoszenia przeze mnie samowykluczenia oraz informacji o trwałym zamknięciu konta, kasyno Realz nadal kontaktowało się ze mną marketingowo i przyznawało środki promocyjne.

W załącznikach przekazuję zrzuty ekranu przedstawiające:

– wiadomość e-mail od VIP Managera Nicole z dnia 19.01.2026 z informacją o przyznaniu 102 PLN w ramach „Weekly Cashback",

– treść korespondencji potwierdzającej, że konto miało zostać zamknięte.

Uważam, że takie działania są sprzeczne z zasadami odpowiedzialnej gry oraz warunkami samowykluczenia. Proszę o uwzględnienie tych faktów w dalszym rozpatrywaniu sprawy.

Additional evidence:

Please find attached screenshots of the email received from Realz Casino

dated 19 January 2026, confirming that 102 PLN cashback was credited to my

account AFTER I had requested self-exclusion / account closure.

This clearly shows that the casino continued to actively engage me with

promotional offers despite my request.

Attachments included.

Despite my request to close the account, I am still receiving promotional emails from the casino.

Please see the attached screenshot as evidence that the casino continues to contact me and encourage gambling.

I am attaching additional screenshots.

Despite requesting account closure and ongoing mediation, I continue to receive further promotional emails from Realz Casino.

This shows that the casino is still actively contacting me and encouraging gambling.

Dear Gregorczyk,

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, Martin (martin.l@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,

Attila

Hello Gregorczyk,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Realz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Gregorczyk,

I can confirm I have managed to get in touch with the casino representative. I am now awaiting more information from the casino's side. In the meantime, is there any additional communication with the casino between the 22nd December and 14th of January?

The casino continues to send VIP promotional emails encouraging me to return to gambling, despite my request for permanent account closure due to gambling problems. Please see the attached screenshot.

The casino is still actively encouraging me to gamble by offering 100 free spins, despite my account closure request and the ongoing complaint. Please see the attached evidence.

Critical clarification:

My account was already closed due to gambling problems.

Later, the casino reopened my account without my request or consent, and I was able to deposit and gamble again.

This is a serious breach of responsible gambling rules.

After reopening, I also received promotional emails and SMS messages

Hello everyone!

We would like to inform you that we are investigating the case and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Realz Team

Dear casino representative,

thank you for your answer, we will be awaiting the results of your investigation.

Dear Martin,

We kindly request to check the information provided via email.

For any further questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Dear parties,

thank you both for your cooperation in this case, we have now reviewed all available evidence.

While the player clearly tried to have the account closed earlier, those initial requests unfortunately did not explicitly mention gambling problems or addiction. Because of that, they can’t be treated as a formal self-exclusion.

The first clear and valid exclusion request was made on 14th of January. From that point on, the account should have remained closed and not been reopened.

Since the account was reopened on 19th of January and the player was able to deposit and play again, our conclusion is that the player should be refunded the losses incurred after the account was reopened, on top of funds (if any), that might have been voided when the account was closed.

Dear Casino Guru Team,

Thank you for reviewing my case and providing your conclusion.

However, I would like to respectfully ask for a clarification regarding the assessment of my earlier requests.

Although my initial messages may not have explicitly used the word "addiction," I clearly expressed that I wanted my account closed and that I did not wish to continue gambling. My intention was to stop playing completely. From my perspective, this should have been treated with the highest level of caution under responsible gambling principles.

Given that the purpose of responsible gambling policies is to protect vulnerable players, I would appreciate a reconsideration of whether my earlier communication should reasonably have triggered protective measures, even if the wording was not formally classified as self-exclusion.

Thank you for your time and further review

Dear Gregorczyk,

I fully understand your position and personally believe your account should have been closed at that point. Unfortunately, under responsible gambling guidelines, you need to disclose gambling issues outright, or ask for a Self-exclusion directly, not just a regular account closure. In case there is any additional communication explicitly mentioning either of those, please do let me know here or at martin.l@casino.guru.

In case this is not possible, the verdict will stand.

Dear Gregorczyk,

We kindly request to provide us a screenshot of the email sent for account closure request due to gambling addiction on 14th of January.

Thank you in advance.

Kind Regards,

Realz Casino Team

Dear casino representative,

here is the request in question.

Dear Martin,

Thank you for your response and for reviewing the evidence.

However, I would like to clarify an important point regarding my request from January 14th.

In my email, I explicitly asked for a permanent account closure due to Responsible Gambling reasons. This clearly indicates that my request was related to my inability to control my gambling activity. I may not have used the exact word "addiction," but referring to Responsible Gambling is commonly understood as a request linked to gambling problems.

I believe that any reasonable interpretation of such a request should have led to immediate and permanent account closure, without the possibility of reopening.

The fact that my account was later reopened contradicts the purpose of Responsible Gambling protections. These measures exist specifically to protect players in vulnerable situations, even if they do not use perfect terminology.

That said, I acknowledge your conclusion regarding refunds, since I did not make deposits after the account was reopened.

My main concern is the handling of my initial request and the failure to properly act on it.

Kind regards

Dear Martin,

Thank you for providing the required document.

We would like to kindly inform you that we don't have access to the email provided, as the players need to send an email to support regarding the account closure requests.

Furthermore, in the email provided, the player doesn't mention any gambling addiction.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Dear casino representative,

thank you for your response. We believe the context of the message sufficiently explains the reasons for the closure. On top of this, the account seemed to have been truly closed right after this message, the manager has even proclaimed it will not be reopened in the future. This shows the request was indeed processed.

Could you please shed more light on the reasons why the account was later reopened? Are there any notes in your internal system or any additional communication which you could show us?

I would like to provide another important piece of evidence.

In one of my emails, I clearly stated: "Close my account immediately." This was not a casual request — it was a direct and urgent demand.

The message also shows my frustration, repeated deposits, and clear loss of control, which should have been a strong indicator of gambling-related issues.

Despite this, my account was not properly restricted or permanently closed.

I believe this demonstrates that the casino failed to act responsibly and did not take appropriate action based on my requests and behavior.

Please take this into consideration when reviewing the case

Dear Martin,

We would like to inform you that we provided you a reply via email.

If you have any additional questions, don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

Realz Casino Team

Dear parties,

thank you both for your continued cooperation.

Dear Gregorczyk,

can you please confirm once again, that you haven't made any deposits after the account reopening? Also, is your account closed now?