I have gambling problems i text the casino but they didint close it immediatly..I continue to deposit but they did know my problem ...I wrote to them please close my account but they didint.

Dear Sussi89,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

1. Self-Exclusion, Account Closure and Player Account Limits

1.1. Self-Exclusion

- You have the option to self-exclude yourself from RealSpin.

- To self-exclude send an email to customer service at [email protected]

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

Do I understand correctly that you still have access to your casino account? Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

My account is closed now but it took from 2/3 -22/3 to close it I send customcare and even chat with them to explain that I have gambling problems. Meanwhile I could deposit even if they know my situation...

Thank you very much for your reply, Sussi89. I noticed that you set the dispute value to €100. Could you please clarify this amount?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

That I deposited about 1000 Swedish kronor even though I had sent these emails and chatted with them

Can you clarify when exactly you made this deposit, please?

Don't remember dates during the month of March anyway

Thank you very much, Sussi89, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Sussi89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RealSpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

After the initial exclusion request was submitted, our relevant department reached out to the player, requesting data and items to complete the exclusion process. However, the player's lack of cooperation and vague response put the procedure in a pending state.

Following this, the player submitted a new request that initiated the same procedure, but have not cooperated in order to complete it.

Having stated the above, after the player decided to cooperate and actually responded with submitting the required items and completed the exclusion procedure, their wish was granted.

At this point, the account status is set to closed without the option to be re-opened.

Kind regards,

RealSpin Casino

Dear RealSpin Casino,

I understand that completing the KYC (Know Your Customer) process is an essential requirement for maintaining regulatory compliance. However, I would like to address what I perceive as insufficient protective measures in situations where a player requests self-exclusion due to a gambling problem.

When such a request is made, it is crucial for the casino to act promptly. While immediate suspension of the account may not always be feasible, protective measures should be implemented without undue delay. The presence of an unverified account or a pending withdrawal should not hinder the self-exclusion process. Ensuring that the player cannot continue to deposit funds, access pending withdrawals, or lose their active balance is paramount.

It is reasonable to complete KYC verification after the suspension of account activities. However, the self-exclusion process itself should not be contingent on KYC completion. Maintaining records of players who request self-exclusion but have not yet completed KYC would be a prudent step for future reference.

To summarize, the self-exclusion process should prioritize the protection of the player. After the casino acknowledges a self-exclusion request, the following steps should be taken:

• Restrict Account Functions: Limit the player's ability to deposit and wager funds immediately.
• Complete KYC After Restriction: Address the KYC requirements after ensuring that the player's gambling activity has been halted.
• Resolve Refunds Post-KYC: If the player is entitled to refunds, these matters can be addressed once the KYC process is finalized.

This approach balances the needs of both parties. The player receives timely protection, and the casino ensures compliance through the completion of KYC procedures. I hope this feedback helps improve your processes and better serves players in need of support.

Would you be able to provide me with the date of the player's deposits after the first self-exclusion request?

Hello Michal,

We understand that self-exclusion is a delicate matter and must be treated with utmost priority we all must acknowledge that when a player triggers the self-exclusion procedure, they must comply and follow the necessary steps, provided by the relevant department. Statements, such as "I am no longer interested", which lack the required items, interrupt and delay the execution of the self-exclusion process.

As previously confirmed, once the player reinitiated contact and submitted the necessary data, the exclusion was processed, and the account was closed.

Kind regards,

RealSpin Casino

Dear RealSpin Casino,

I understand your perspective. However, I must emphasize that when a player contacts the casino requesting self-exclusion and discloses a gambling problem, certain protective measures should be implemented immediately to prevent further financial harm.

Given that individuals struggling with gambling issues often exhibit impulsive behavior, we cannot rely on the fact that the player may have changed their mind after making the request. Even if the account was not closed immediately, restrictions, such as disabling deposits and gameplay, should have been promptly applied. This would have allowed sufficient time for the player to submit any necessary documentation to complete the self-exclusion process.

Could you please confirm the exact timing of the deposits made by the player following the initial self-exclusion request?

Dear Michal,

As previously discussed, the player did not cooperate , making a vague statement - 'I am not interested' , after being asked to provide necessary items so we can proceed with their request accordingly.

The above both delayed and obstructed the process, but also means that the player is no longer interested in completing the exclusion process.

By now it appears that this is an attempt by them to utilize a strategy to play risk-free - providing vague statements and reasoning, and disputing potential losses on a later stage.

Since in a subsequent request the player decided to cooperate and provided the information required, as we informed in a previous thread, the account was disabled and shall remain so.

Kind regards,

RealSpin Casino

Dear RealSpin Casino,

If the player really tried to utilize this, as you say, risk-free strategy, they would not be able to do so, had you reacted accordingly to their initial self-exclusion request and restricted their account in a reasonable timeframe.

Would you be willing to refund the player the requested sum of €100 so we can close this complaint as resolved?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Please be advised the matter is being further checked.

We will provide more updates as soon as possible.

Best regards,

RealSpin Casino

Dear RealSpin Casino,

We are waiting for your updates.

Hello Sussi89,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru