Complaint #8 RealSpin Casino

Request for refund and account closure request for Self Exclusion ignored

By Luckylarry61

1 year ago

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

2 hours left for RealSpin Casino to respond.

AskGamblers

• Support Team

3 days ago

Dear @Luckylarry61,

Please note that all attachments in our Complaint System are marked as private by default - not visible publicly. Only you, the casino representative, and we at AskGamblers can see them.

Thanks for cooperating with the AskGamblers Complaint Team.

Luckylarry61

• 2 reviews

3 days ago

I am attaching a full PDF of the payment issue here. I kindly request that my personal information does not become public but can be used to share with the Ask Gamblers team and RealSpin.

Luckylarry61

• 2 reviews

4 days ago

Dear AskGamblers Complaint Team,

As my complaint against RealSpin approaches closure for the third time, I sincerely hope AskGamblers recognizes the gravity of what has taken place and the importance of holding this operator accountable.

It has been more than a year since RealSpin confirmed that my CAD $80,700 repayment was being processed. To this day, I have not received a single dollar.

This is not simply a disagreement between a player and a casino. RealSpin acknowledged that deposits were accepted after my account should have been closed, confirmed that repayment would be made, and subsequently advised me that the funds were being processed.

Those were commitments made by the operator itself. More than a year later, they remain unfulfilled.

Throughout this process, I have exhausted nearly every reasonable avenue available to me. RealSpin has left my communications unanswered, failed to cooperate meaningfully with Casino Guru, and, to my understanding, disregarded concerns raised through its payment processor. Now, for the third time, I am facing the closure of an AskGamblers complaint without resolution.

At what point does an unfulfilled promise become something more serious than a delay? At what point does repeated non-cooperation become evidence that an operator cannot be trusted to honour its financial commitments?

I ask these questions sincerely because I cannot understand how an acknowledged repayment of CAD $80,700 can remain unpaid for more than a year with so little accountability.

This experience has been devastating. CAD $80,700 represents years of work, financial security, and opportunities that cannot simply be replaced. I have spent countless hours writing emails, gathering evidence, pursuing complaints, and holding onto assurances that have ultimately led nowhere.

I am exhausted by this process. I am exhausted by the unanswered questions, the broken commitments, and the feeling that an operator can simply wait long enough for complaints to disappear.

I am not asking RealSpin for a favour. I am not seeking anything beyond what it already committed to repay. I simply want my money returned.

If RealSpin allows this complaint to close unresolved for a third time, I respectfully but firmly ask AskGamblers to consider blacklisting the casino, as people deserve better.

I do not make that request lightly. Blacklisting should be reserved for conduct that raises fundamental questions about an operator’s trustworthiness and integrity. I genuinely believe RealSpin’s actions warrant that consideration.

An operator that acknowledges a substantial repayment, fails to honour it for more than a year, and repeatedly refuses to cooperate with independent complaint services should face consequences far beyond a few additional demerit points.

A complaint may expire. An operator’s responsibility to repay money it has acknowledged owing does not.

I recognize that AskGamblers cannot force RealSpin to make a payment, and I sincerely appreciate your team’s efforts throughout this process. However, AskGamblers does have the ability to ensure that an operator’s conduct is accurately reflected in its reputation and communicated to prospective players.

My greatest hope remains that RealSpin will finally honour its commitment and return the CAD $80,700. I desperately want an amicable resolution. After everything that has happened, I would welcome nothing more than to put this experience behind me.

But if that does not happen, I sincerely hope this case does not end with another routine closure and a handful of penalty points.

I hope it ends with a clear and lasting warning that an operator cannot acknowledge a substantial repayment, withhold that money for more than a year, disregard independent complaint processes, and continue to be presented to prospective players as though its conduct were merely a minor customer-service failure.

I understand that this may be my final opportunity to have this matter meaningfully addressed through AskGamblers. That is incredibly difficult to accept after more than a year of waiting for a repayment I was explicitly promised.

I still believe that accountability matters. I still believe that players deserve protection, transparency, and operators that honour their commitments. And I sincerely hope AskGamblers believes those things too.

Please do not allow the closure of this complaint to become the end of RealSpin’s accountability.

Thank you for your continued efforts, your patience, and for taking the time to consider what this experience has meant to me.

Kind regards,
Luckylarry

Luckylarry61

• 2 reviews

1 week ago

Dear AskGamblers Complaint Team,

I respectfully ask that AskGamblers consider the seriousness of this issue when evaluating RealSpin’s conduct.

We are discussing CAD $80,700 accepted following a self-exclusion request, an error RealSpin acknowledged, with repayment confirmed in August 2025. More than a year later, no payment has been made, and RealSpin has effectively ceased communicating with both myself and third-party complaint services.

It is particularly concerning to see RealSpin maintain a positive presence on AskGamblers, including reviews that raise questions about their authenticity, while failing to address a documented financial obligation of this magnitude.

I ask AskGamblers to consider whether RealSpin’s conduct is consistent with the standards of accountability and reliability expected of operators listed on its platform.

My objective remains the recovery of the CAD $80,700 owed, and I appreciate your continued assistance.

RealSpin Casino Complaint Stats

Resolved 3 / 4

Avg. Amount $1,835

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Complaint Status

2h left

$80,700

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RealSpin Casino Complaints

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Approved withdrawal of CAD 72 051 remains unpaid

I am requesting assistance with an unpaid balance of CAD $72,051.40 at Realspin.

On April 29, 2026, Realspin's KYC team confirmed in writing that my remaining balance could be withdrawn. I subsequently received confirmation that the withdrawal was approved. However, the funds have still not been paid to me.

My account was subsequently closed/blocked, and despite multiple follow-up emails to Realspin, I have not received the funds or a satisfactory explanation for the delay.

I can provide the relevant correspondence, balance screenshots, and follow-up emails as evidence.

My request is simply that Realspin release the approved balance of CAD $72,051.40.

Included as evidence:

Two screenshots showing that my account balance was CAD $72,051.40 on April 28, 2026.
One screenshot from April 29, 2026 showing that my account was subsequently closed.
One document containing the email chain from April 29 to June 3, 2026, in which Realspin representatives explicitly confirm that the withdrawal of my remaining balance was approved. The document also contains my subsequent follow-up attempts.

Rejected

$72,051

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