Complaint #8 RealSpin Casino

Request for refund and account closure request for Self Exclusion ignored

By Luckylarry61

11 months ago

Message on forum

I am submitting a formal complaint regarding Real Spin’s failure to act on my self-exclusion request submitted on May 21, 2025. Despite receiving acknowledgment of my request and following up multiple times on May 23 and June 3, my account remained active and accessible.

Between May 21 and June 25, I deposited a total of $80,700 CAD, entirely after my exclusion request. These deposits and the resulting gambling activity could have been prevented had Real Spin fulfilled its responsible gambling obligations and closed my account promptly.

When I attempted to log in recently to review my transaction history, I discovered my account had been closed without prior notice. Additionally, there is a pending withdrawal of $4,000 CAD that I was not informed about.

Since I no longer have access to my account or transaction history, I request that Real Spin or the relevant licensing authority retrieve these records to verify my deposits and pending withdrawals.

I am requesting a full refund of the deposits made after my self-exclusion request, formal acknowledgment of Real Spin’s failure to uphold responsible gambling standards, confirmation that my account remains permanently closed, and clarification regarding the pending withdrawal.

Attached are copies of all relevant communications and a timeline summary for your review. I appreciate your prompt attention to this matter and look forward to your response.

Disputed Casino RealSpin Casino

Reason Self-exclusion

Amount $80700

Discussion

Luckylarry61

• 1 reviews

10 months ago

Dear AskGamblers Team,

I would like to provide an update on my complaint.

Today, I spoke with Real Spin live support. They confirmed that all of my emails have been received, read, and that my case is under active review. While I appreciate this acknowledgment, I am concerned that no timeline for resolution was provided, despite the seriousness of this case and the amount involved (over $80,000 CAD in deposits made after my self‑exclusion request on May 21).

I remain committed to resolving this matter directly with Real Spin, but the lack of clear communication has been extremely difficult. I kindly request that AskGamblers encourage Real Spin to engage with this complaint and provide a concrete timeline for resolution.

Thank you for your continued assistance in helping move this case forward.

Luckylarry61

• 1 reviews

10 months ago

Dear AskGamblers Team,

I want to provide an update on my complaint.

Following instructions from Real Spin’s live support, I have resent my full complaint to their designated address (customercare@realspin.com). This marks my 10th attempt to contact them since my initial exclusion request on May 21.

Unfortunately, I have still not received any acknowledgment or response regarding this responsible gambling breach, which involves over $80,000 CAD in deposits made after my self‑exclusion request.

I remain committed to resolving this matter directly and fairly. I would greatly appreciate it if AskGamblers could encourage Real Spin to engage with this complaint, as I believe open communication is the best path forward.

Thank you for your continued assistance, and I hope we can work toward a resolution before I explore further regulatory and legal options.

Luckylarry61

• 1 reviews

10 months ago

want to emphasize that this matter has now escalated beyond a simple complaint. It is part of an active fraud investigation with my bank and I will also be pursuing this through regulatory and legal channels.

Real Spin’s actions go beyond a customer service issue. They knowingly violated their licensing obligations by continuing to accept deposits after acknowledging my formal self‑exclusion request. This represents a serious breach of consumer protection standards and responsible gambling requirements.

At this point, I will be preparing a formal complaint to their regulator requesting a full refund of all deposits made after my exclusion request. I am also consulting on potential legal action to recover these funds, as they were taken after I had clearly revoked authorization for Real Spin to accept them.

Thank you for continuing to document this process.

Luckylarry61

• 1 reviews

10 months ago

At this point, I would like this case to be left as unresolved.

Since June, I have sent nine emails to Real Spin after they failed to act on my self‑exclusion request. I have not received a single follow‑up or even an acknowledgment that my messages were read. I have tried every avenue I could think of including direct emails, this complaint process, and contacting my bank’s fraud department, who have been helpful in guiding me through my next steps. I chose to involve my bank because Real Spin’s actions represent a serious breach of trust. They exploited me as a vulnerable customer even after acknowledging my written exclusion request, ignored their licensing obligations to enforce responsible gambling protocols, and created a situation that could draw regulatory and financial scrutiny. Despite all of this, I have been met with complete silence from Real Spin.

It is incredibly frustrating to know that I came forward asking for help because I was in a dangerous place, and not only did Real Spin ignore that, but they have ignored every attempt I have made to resolve this. This is not how a responsible platform behaves, and the emotional toll of being met with silence while trying to do the right thing has been exhausting.

I want it on record that I did everything I could to resolve this directly and through mediation. Since Real Spin has chosen not to engage, I will now be taking this to their regulator and other appropriate channels.

I would appreciate it if a member of the AskGamblers team could message me personally with guidance on my next steps to resolve this significant breach.

Thank you for your efforts in trying to mediate this case.

RealSpin Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $13,248

Avg. Complaint Duration 11 days

Avg. Response Time 3 days

RealSpin Casino Complaints

See all complaints for this casino

Payment declined

Casino Complaint – Bonus Winnings Voided for “Bonus Manipulation” Without Evidence

Casino name: RealSpin

Casino website: RealSpin (sportsbook & casino)

License: Belize – ALSI (License No. ALSI-102310002-F15)

Account name: <removed>

Complaint summary

RealSpin voided approximately 1,500 CAD in legitimate bonus winnings after I fully completed wagering requirements, citing vague “bonus manipulation.” The operator has refused to identify a single specific wager, rule breach, or betting action that allegedly violated their terms, relying instead on broad, hypothetical examples and undisclosed internal discretion.

Detailed explanation

I joined RealSpin and deposited 450 CAD, claiming their 100% Welcome Sports Bonus. I placed standard sports bets, met all wagering requirements, and successfully completed the rollover. My balance reached approximately 1,949 CAD, after which I requested a withdrawal.

Several days later, my withdrawal was rejected, and my bonus winnings were confiscated. I was informed that my activity constituted “bonus manipulation.” Roughly 1,500 CAD in winnings was removed, leaving only my original deposit.

I categorically deny any bonus manipulation. All wagers were standard sports bets, met minimum odds requirements, used permitted bet types, respected the maximum bet amount, contributed to rollover, wand ere placed consistently throughout the wagering period.

I requested multiple times that the casino provide the exact clause(s) allegedly breached, specific wagers or dates that constituted manipulation, confirmation that minimum odds and permitted bet types were met

Casino response (problematic)

RealSpin repeatedly refused to identify any specific violation. Instead, they replied with a list of hypothetical examples, stating that “sports bonus manipulation may consist of various behaviors, without confirming that any of those behaviors actually occurred in my case.

They explicitly stated they are unable to provide details of their internal assessment, treating the decision as final.

At no point did the casino identify a single restricted bet, show any opposite or hedged wagers, demonstrate a prohibited change in betting pattern, or provide evidence of a 75% bet size reduction as claimed in their examples

The decision appears to be based entirely on undisclosed internal discretion, not identifiable rule breaches.

Why is this complaint justified: the casino completed a full review after wagering was finished, and a withdrawal was requested; no concerns were raised during wagering, no specific rules were cited as violated, and no evidence was provided despite repeated requests.

The use of vague terms like “may consist of” without identifying actual violations prevents meaningful dispute resolution and allows the operator to void winnings arbitrarily.

Resolution requested

I respectfully request that AskGamblers assist in requiring RealSpin to identify specific wagers or actions that allegedly breached the bonus terms OR reinstating and paying out the confiscated winnings of approximately 1,500 CAD

If RealSpin cannot identify concrete violations, the bonus winnings should be honored.

Supporting evidence

I can provide full email correspondence, screenshots of account balance and wagering history, bonus terms and conditions, and a withdrawal rejection notice

Final note

The operator has not accused me of fraud, arbitrage, or account abuse. They returned my original deposit, which strongly suggests this was not wrongdoing but a discretionary decision to void bonus winnings after successful rollover.

Thank you for reviewing this complaint.

Resolved

$1,500

Missing Casino Balance

They gave me 10€ non-deposit bonus two days ago. I played it and after that, my bonus money balance was 0€. After that I deposited 5 times 50€ in the account without any bonuses and played Starburst original game and just real money balance was used of course. After last 50 € deposit I finally won something back and I was winning over 300€ when suddenly the real money balance dropped to €50!!

They claim that I played with virtual money for that 40x wagering requirement for that €10 bonus even though I had already deposited 5 times my own money, the bonus money had run out and when the wagering was successful I won five times the €10 bonus, meaning my balance dropped from over €300 in real money to €50 in real money just because I was still supposedly playing with that bonus. This is clearly wrong and I have requested that the balance be corrected due to an error?!

Unresolved

€300

Pending withdrawal

Hi there

I made a withdrawal with this company on the 12th of April it was rejected for 2500. They requested documents which I sent no problem with that. I then made a withdrawal of 500 euro which was approved almost instantly on the 18th of April. Got no communication to say this was done or anything just money arrived in account.

I have made a further withdrawal on the 18th for 1500 euro. The withdrawal is still "pending". The answer I get from live chat is the same answer. The team is working on it. I'm aware withdrawals.do take time. But how can one take less than a day and another 5 days. Is it because it's a larger amount. My account is obviously verified or the withdrawal wouldn't have been allowed.

I get the same repetitive answer on live chat. You will be contacted etc. But I haven't been.

Resolved

€1,500

Account closure request due to responsible gaming

I have asked RealSpin to close my account due to responsible gaming 11 days ago. I haven't got any answers and my account is still open. I have sent numerous emails to them after that and they don't answer anything to me. I have asked also from their livechat and they just say that I need to wait answer from [email protected], where I submitted also my closing request.

I have been able to debosit and play more during this time. This is just outrageous. They don't notice my emails at all (I have sent four emails to them during this time). I am really disappointed how they don't commit to responsible gaming at all.

Resolved

€3,904