RealSpin Casino - Der Spieler hat Schwierigkeiten, sein Konto zu schließen.

I have been trying to close my account for a month now, and they keep giving me the runaround. I have sent over 50 emails to 4 different addresses they provided. I have had conversations with them through all these emails, and they just offer me bonuses. As soon as I decline, they stop responding. The chat gives the same indifferent replies. I am going crazy! I have played at over 50 casinos and have never faced anything like this before. I made an account here because I don't know where else to turn.

Προσπαθώ εδώ και έναν μήνα να κλείσω τον λογαριασμό μου και με κοροϊδεύουν. Έχω στείλει πάνω από 50 email σε 4 διαφορετικές διευθύνσεις που μου δώσανε. Έχω κάνει συζήτηση μαζί τους μέσω όλων των email και μου προσφέρουν μπόνους. Μόλις αρνηθώ, σταματάνε να απαντάνε. Το chat λέει τις ίδιες απαντήσεις, με την ίδια αδιαφορία. Έχω τρελαθεί! Έχω παίξει σε πάνω από 50 καζίνο και πρώτη φορά αντιμετωπίζω κάτι τέτοιο. Έκανα λογαριασμό εδώ γιατί δεν ξέρω πού αλλού να απευθυνθώ

Dear tsipo1312, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I have emailed you, thanks

Σας έχω στείλει email, ευχαριστώ

Thank you for your email. Could you please specify the reason for closing your account? Please be aware that we are able to assist only those players who wish to close their account due to gambling addiction and state this reason in their account closure request.

I have emailed you thank you

Σας έχω στείλει email ευχαριστώ

Thank you very much, tsipo1312, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tsipo1312,

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?

Thank you in advance.

Respectfully,

Michal

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.

There is no way to answer people are scammers

Δεν υπάρχει περίπτωση να απαντήσουν οι άνθρωποι είναι απατεώνες

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V