Realz Casino - Račun igrača je zatvoren, sredstva su zadržana.

I am submitting this complaint against Realz Casino regarding the permanent closure of my account and the withholding of my remaining balance.

My account was permanently closed by Realz Casino under what they described as an "administrator decision." At the time of closure, my account held a balance of approximately $10,500, which has not been paid out to me.

I contacted the casino to request clarification and payment of my remaining balance. The only response I received was the following email from Realz Casino (VIP Manager):

"Following a comprehensive review by our Administration Department, a decision has been made to permanently close your account. Kindly note that this action is final.

For further clarification regarding the grounds for this decision, we encourage you to review our official Terms and Conditions, specifically sections 9.1, 9.3, and 9.4."

No specific reason for the account closure has been provided, no evidence of any alleged breach has been shared, and no explanation has been given as to why my remaining balance is being withheld. The casino has only referred generally to their Terms and Conditions without identifying any specific violation.

I have made reasonable attempts to resolve this issue directly with Realz Casino, but they have refused to engage further and have not addressed the matter of my unpaid balance.

My understanding is that even if an account is closed, legitimate balances should be paid unless the casino can clearly demonstrate a breach of terms, supported by evidence. At this time, Realz Casino is retaining my funds without transparency or justification.

I am requesting Casino Guru’s assistance in:

Obtaining a clear explanation for the account closure

Determining whether Realz Casino is entitled to withhold my balance

Helping facilitate the release of my $10,500 balance, or a documented, rule-based justification if they believe it is forfeited

I am willing to provide all supporting evidence, including account balance screenshots, the closure notice, and email correspondence with the casino.

Thank you for your assistance.

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Dear Leoking25,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Dear Attila,

Thank you for your swift reply. Please see my responses below:

Games I play: Live baccarat.

Verification status: Yes, I completed all required verification steps and submitted the requested documents before losing access to my account.

Bonus usage: My winnings were entirely from my deposited funds; no bonuses were involved.

My account was then permanently closed by Realz Casino, and my balance of $10,411.25 was confiscated. I was never notified of any specific reason for this action, nor have my inquiries been properly addressed.

I am happy to provide any supporting documentation or screenshots to assist with your investigation.

Thank you for your time and assistance.

Kind regards,

[Redacted]

Dear Attila,

I keep receiving different answers from the casino support. I’ve been told it’s being paid out, then voided, then is being paid out in repitition without any real resolution…

Thanks,

SS

Dear Leoking25,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hi,

Will do. No problem you should receive it soon!

Regards,

Hi,

I have sent it over!

Thanks,

Hi,

One more thing I’d like to add, they sent it to me under peach help, when this is for realz.

Sincerely,

I would like to reiterate that I am 100% certain that I did not violate any of the casino’s Terms and Conditions. I normally tried to deposit and only used my own account and payment method. I did not use any bonuses, did not engage in collusion, and did not use any strategy intended to abuse the system.

Despite this, my account was suddenly closed due to what was described as an administrative decision, and my balance was confiscated. When I asked for clarification, the casino only referred me to general Terms and Conditions sections (9.1, 9.3, and 9.4) without explaining what specific rule I allegedly broke or what activity led to this decision.

I respectfully request that Realz Casino provide clear evidence of the alleged violation that justified closing my account and confiscating my balance.

If no specific breach can be demonstrated, I believe my remaining balance should be returned.

Thank you again to Casino Guru for helping review this matter.

Thank you very much for your response and for forwarding your correspondence with the casino. Is there any chance that someone from your household or using the same IP also created an account at this casino? Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

Hi,

No there is not. I never used any ip hiding or masking software.

Kind Regards,

Dear Leoking25,

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, Peter (peter.c@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 there,

Thank you Leoking25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Realz Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings were confiscated.

Thank you!

They haven’t given me any actual explanation, just terms and conditions and continue to ignore me. Have not even refunded my attempted deposits. Literal scam.