RealSpin Casino - Запрос на закрытие аккаунта игрока задерживается.

Ladies and Gentlemen

I already emailed the casino yesterday, March 22, 2025, at approximately 7:40 AM, asking them to close my account! The account hasn't been closed yet. Since then, I lost another €60. I ask you to ensure that the casino refunds me the €60 and closes my account!

Sehr geehrte Damen und Herren,

Ich habe das Casino bereits gestern am 22.03.25 um ca. 7:40 Uhr via Mail darum gebeten mein Account zu schliessen! Der Acccount ist bis heute nicht geschlossen. Danach habe ich weitere 60€ verspielt. Ich bitte Sie darum dafür zu sorgen, dass das Casino mir die 60€ zurückerstattet und den Account schliesst!

Dear eurogalaxy85,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that after sending a self-exclusion request, the casino may take a few working days to process it since self-exclusion via email is done manually.

Could you please confirm that you sent your first email with a self-exclusion request yesterday?

Have you passed the full KYC verification?

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

Best regards

Veronika

There was no KYC verification! I sent the casino an email on March 22, 2025, at approximately 7:40 AM, asking them to close my account, and it wasn't until February 24, 2025, that it was blocked. I understand the rule that the casino must close after a maximum of 24 hours!

Es gab keine KYC Verifizierung! Ich habe das Casino am 22.03.25 um ca. 7:40 mit einer Mail darum gebeten mein Account zu schliessen und erst am 24.02.25 wurde est erst gesperrt. Ich kenne die Regel so, dass das Casino nach max. 24 Stunden schliessen muss!

I believe there is a mistake in your response. Am I correct in understanding that the casino closed your account on March 24 (not February), two days after you first requested self-exclusion?

Dear eurogalaxy85,

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.

Yes. You heard right! 24 hours late!

Ja. Richtig verstanden! 24 Stunden zu spät!

Dear eurogalaxy85,

According to the available evidence, you submitted your self-exclusion request on March 22, and the casino closed your account on March 24. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, RealSpin Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding.

Best regards

Veronika