RealSpin Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

Dear Casino Guru Team,

I hereby file a complaint against the online casino "Reelspins" and expressly request assistance in obtaining a refund of my lost funds.

I informed the provider several times via email that I suffer from gambling addiction and demanded the immediate closure of my account. Despite this clear notification, my account was not blocked.

In the period following my initial inquiry, I was still able to deposit and gamble away money. As a result, I suffered additional losses of approximately €300.

According to responsible gaming guidelines, my account should have been closed immediately. The provider's negligence directly resulted in me losing further money.

I therefore demand a full refund of all deposits made after my initial contact.

Since the provider has not responded appropriately so far and is only sending standard replies, I urge you to review this case and actively support me in enforcing my refund and closing my account.

Thank you in advance

Sehr geehrtes Casino Guru Team,

ich reiche hiermit eine Beschwerde gegen das Online-Casino „Reelspins" ein und bitte ausdrücklich um Unterstützung bei der Rückerstattung meiner verlorenen Gelder.

Ich habe den Anbieter mehrfach per E-Mail darüber informiert, dass ich an Spielsucht leide, und die sofortige Schließung meines Kontos verlangt. Trotz dieser eindeutigen Mitteilung wurde mein Konto nicht gesperrt.

In der Zeit nach meiner ersten Anfrage war es mir weiterhin möglich, Geld einzuzahlen und zu verspielen. Insgesamt habe ich dadurch zusätzliche Verluste in Höhe von ca. 300€ erlitten.

Nach den Regeln des verantwortungsvollen Spielens hätte mein Konto unverzüglich geschlossen werden müssen. Das Versäumnis des Anbieters hat direkt dazu geführt, dass ich weiteres Geld verloren habe.

Ich fordere daher die vollständige Rückerstattung aller Einzahlungen, die nach meiner ersten Kontaktaufnahme erfolgt sind.

Da der Anbieter bisher nicht angemessen reagiert und nur Standardantworten sendet, bitte ich Sie dringend, diesen Fall zu prüfen und mich aktiv bei der Durchsetzung meiner Rückerstattung und Konto Schließung zu unterstützen.

vielen Dank im Voraus

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Dear Yo-Yo1987,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your account at Reelspins Casino.

After reviewing the casino’s general terms and conditions, here is the relevant information regarding self-exclusion:

1.1 Self-Exclusion

-You have the option to self-exclude from Reelspins Casino.

-To request self-exclusion, you must send an email to the customer service team at customercare@realspin.com.

- Please allow up to 10 business days for the casino to process self-exclusion requests.

It appears the casino uses different email addresses for various support services. To better understand your situation and provide effective assistance, could you please clarify the following:

• When did you first request the closure of your account, and to which email address was that request sent?
• When did you send your self-exclusion request to customercare@realspin.com?
• Could you provide copies of any correspondence you’ve had with the casino regarding your requests?
• Did you receive any confirmation from the casino about the closure of your account?
• Could you specify the dates and amounts of any deposits made after your initial request for account closure?

Your cooperation in providing these details will greatly assist our investigation and help us work toward a resolution. Please feel free to forward any relevant communication to jean.s@casino.guru

I hope we will be able to help you resolve this matter as quickly as possible.

Thank you in advance for your reply.

Best regards,

Jean

Dear Yo-Yo1987,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru