RealSpin Casino – generel debat (side 6)

Hi Larry,

Thank you for your message and for asking these very practical questions.

I’ll be honest with you, because I think that is the only useful approach here. The licensing authority in your case (Anjouan / Union of the Comoros) does allow players to submit complaints, but their enforcement in situations like withheld funds is often very slow or inconsistent. There is no standard timeline we could tell players to expect. Sometimes they respond after many months, sometimes there is no visible progress at all.

This means that even if the regulator technically has the power to intervene, there is unfortunately no guarantee that repayment will be enforced, especially within a predictable timeframe. It is one of the weaknesses of this particular jurisdiction and also a reason why casinos licensed there tend to receive lower ratings on our website.

What you can do is ensure that everything is documented clearly and continue following up with both the casino and the regulator. If you decide to set a personal timeline for when you stop expecting a resolution, that is also completely valid. Transparency and realistic expectations are important so that you are not left waiting indefinitely with the belief that something will automatically happen.

I know this is frustrating to hear, and I really empathize with you.

Dear Casino Guru Support Team,

I am writing to ask for your guidance and escalation support. My complaint against RealSpin has been ignored for five months. The casino admitted in writing that repayment of CAD $80,700 would be processed, yet no funds have been returned and no meaningful response has been received. Both Casino Guru and another dispute platform have attempted contact with RealSpin on my behalf and were ignored.

The issue was brought to RealSpin in June, repayment was promised in August, yet there is still no resolution and the licensing regulator has been silent. I need to know what steps I should take next, because I have followed all internal complaint channels and still no progress.

Please let me know what you recommend at this stage, and whether your mediation service can be engaged given the lack of cooperation.

Thank you for your time and support

Hello,

Now I'm a bit confused. As I told you in the past, there is no Casino Guru Support Team; this is a forum where two of us are discussing your casino experiences. I also explained why there is no way to escalate anything from our side.

May I ask you to briefly read this thread once more? This post may seem like a new beginning, but I believe we've already covered everything.

Thank you for clarifying. I understand this forum isn’t an official support channel. However, I’ve exhausted every official route including the Casino Guru complaint system, AskGamblers, direct emails to RealSpin, and multiple attempts to contact the Anjouan Gaming Authority. None have resulted in any response or progress.

The only reason I posted here again was to document that RealSpin’s written admission of repayment remains unresolved more than five months later. My intent isn’t to repeat the same thread but to maintain transparency for anyone following this case and to ask if Casino Guru can provide any formal path of re-escalation when both the operator and the regulator have failed to act.

If that’s truly impossible, I’ll note this publicly as a limitation of the current complaint structure and proceed through my lawyer and other available legal channels.

Thank you for taking the time to reply.

Hello and thank you too.

As I have been trying to explain, this is not a limitation on our side, and thus there is literally no way to re-escalate anything here.

Prevention is the best option. Though I understand it won't change the outcome. As I said, nothing outside of Anjouan support changes the outcome.

Thank you for your reply. I understand your position, but it is difficult to accept that nothing outside of Anjouan support can change the outcome when RealSpin has admitted in writing to accepting deposits after a self-exclusion request and then failed to return those funds.

Lawyers, regulators, and mediators absolutely can and do influence such matters, especially when operators breach responsible gambling obligations. The issue here is not prevention; it is accountability after harm has already occurred.

With respect, RealSpin’s continued silence and your stated inability to act suggest that the operator simply does not respect your authority. I hope that is not the message your agency wishes to send to the public.

Thank you for your reply, Larry.

I understand why this feels frustrating and unfair. Truly. But I want to be very clear about one thing. We are not a regulator and we do not have the legal authority to order a casino to pay or to punish them when they ignore responsible gambling rules. That is simply not how the industry is structured.

What we can do is help gather evidence, advise players, keep cases visible, and apply pressure where it reasonably makes a difference. And in many situations it does help. In this one, RealSpin made their position very clear and AOFA is the only entity with the actual power to enforce accountability.

I agree that deposits accepted after a self-exclusion request should be returned if the request is clear and placed in accordance with the rules. And I agree that the operator’s silence is not a good look. But saying they do not respect our authority assumes we have authority over them in the first place. We do not. If we pretended otherwise, we would only be giving players false hope.

From what I can see, we have been the only party so far that actively engaged with your case and tried to investigate it in detail. Is that correct? We did this because fairness matters to us. But it does not change the fact that we are not the ones who can enforce responsible gambling obligations after the harm has happened.

We are still here and ready to help if something concrete changes, for example if AOFA responds or any new evidence appears. Until then, pushing the same points back and forth will not bring a new outcome and I would rather remain respectful of your time and energy.

Thank you for the thoughtful explanation. I appreciate your honesty and the time your team has taken to review my case in detail. I fully understand that you are not a regulator and that your role is to investigate, document, and apply reasonable pressure where possible.

That said, RealSpin’s conduct remains deeply concerning. Admitting to accepting deposits "in error" and then failing to repay them shows a serious disregard for both player protection and regulatory oversight. I intend to continue pursuing every possible avenue to hold both RealSpin and AOFA accountable for their inaction.

I will continue monitoring for any response or progress from AOFA, and please do not hesitate to reach out if your team receives any update or correspondence that could help move this forward.

Thank you again for your professionalism and for being one of the few parties that actually engaged with this issue in good faith.

Lastly, what new evidence do you need? My complaint was closed with the words "repayment was indeed promised but not honoured."

Thank you, Larry.

We can absolutely agree that RealSpin’s conduct is concerning; no disagreement there. Hence, we have the responsible party identified, don't we?

As for "new evidence," what I meant was anything concrete that could change the situation, for example:

• proof of communication from AOFA or RealSpin showing a new decision

• repayment or any update that confirms movement on their side

If anything like that appears, we’ll gladly review it again. But until then, the case as it stands has reached its practical limit on our side.

I respect that you’re continuing to pursue every possible avenue, and that is the right thing to do if you believe progress can still be made. Just please keep in mind that while we stay open to updates, we have already taken this case as far as we realistically can.

Jeg har prøvet at lukke min konto hos Realspin i et år. Jeg har prøvet alt. Men de vil ikke. Nu har jeg vundet 1000 euro. Og jeg har ventet i 2 dage på en udbetaling. De svarer heller ikke på det. Seriøst, sikke et elendigt casino.

You ended up with a casino that unfortunately does not have a good Safety Index, so honestly, I am not surprised that you are facing these issues.

You won some money there, and at the moment it seems like you probably do not want to have your account closed yet and would rather withdraw your funds. Many casinos do not allow account closure while there is an active withdrawal request.

However, I have no idea how your withdrawal request will turn out, considering the reputation of this casino. You do have the option to open a complaint with us, but I have seen that the casino has also failed to respond to some complaints, so I would not give it a very high chance of success. Still, there is always a possibility, and as long as there is one, I would probably try it.

If the casino ignores the complaint and refuses to deal with the situation, it could receive negative points and its Safety Index could decrease further.

Of course, if you manage to withdraw your money, our team could also try to help you with closing your account afterward. However, I do not want to make any promises about how it will turn out. I just wanted to mention that this option exists, and if you decide to use it, our team will be available to help.

RealSpin opened Case No. CS0447354 on May 5, 2026, regarding the outstanding repayment of CAD $80,700. Despite opening that case, no substantive response has been provided and no repayment has been made.

It has now been nearly a year since RealSpin first advised that the repayment would be processed. Unfortunately, that has never happened to date.

I also filed a complaint with the Anjouan Gaming Authority, but to date I have not received a resolution either.

It appears RealSpin is an unresponsive, unpaying casino.

Hi all. I am also having a lot of issues getting paid by this casino. They told me over 3 months ago that they would pay me the money they owe me, but have been ghosting me ever since. Has anyone ever been able to resolve an issue with them in the past ? I have an open case with the Anjouan Gaming authority, but they have not been very responsive (yet). Not sure what else I can do but wait for a resolution or even a simple answer that might never come ?

Hi,

It certainly sounds like you're in quite a difficult situation. If the casino has not responded to you for such a long time, that's obviously not a good sign. Considering the casino's Safety Index, though, unfortunately I can't say I'm entirely surprised.

I also saw that you previously had a complaint with us, but the issue fell outside the scope of what our complaint team could properly investigate, as it involved a cybercrime-related matter. Situations like this can be especially complicated to resolve.

I think you did the right thing by contacting the licensing authority. Now we'll have to see whether they respond and what they are able to do. From what we've seen, responses from licensing authorities can sometimes take quite a while, so some patience may still be needed.

If you do receive any response or manage to make progress with the case, I'd definitely appreciate it if you could keep us updated here. Hopefully you'll eventually get some clarity on what happened.

This no longer appears to be an isolated experience involving a single operator. I have seen similar concerns raised by other players involving Anjouan-licensed casinos, particularly regarding operators becoming unresponsive, difficulties obtaining meaningful regulatory assistance, and players being left with very limited avenues for resolution.

Would Casino Guru be willing to reach out to Anjouan Gaming directly to better understand how player complaints and operator compliance issues are actually being handled?

I understand that Casino Guru cannot compel a regulator to respond and that you may not have an established relationship with Anjouan. However, Casino Guru has significantly more visibility into the online casino industry than an individual player does. An inquiry from Casino Guru regarding the experiences it is seeing across Anjouan-licensed operators could potentially provide useful information for both Casino Guru and players.

More broadly, if Casino Guru is seeing a recurring pattern of serious unresolved complaints involving casinos operating under this regulatory framework, I think there is value in considering whether players should be more clearly informed of that risk.

Players see that a casino is "licensed" and understandably assume that there is meaningful regulatory oversight and an effective avenue of recourse if something goes seriously wrong. If, in practice, players can spend months attempting to obtain regulatory assistance without meaningful engagement, that is important information for prospective players to understand before money could be at risk.

I am not asking Casino Guru to make accusations against Anjouan or reach conclusions that the evidence does not support. I am simply asking whether Casino Guru would consider investigating the broader pattern, contacting the regulator for clarification, and, if warranted by what you find, providing stronger information or warnings to players regarding the level of protection and recourse they can realistically expect from Anjouan-licensed casinos.

I think that could potentially prevent other players from finding themselves in the same position.

Hello Lucky Larry, it has been some time. I hope you have been well.

In my opinion, we had this kind of discussion already in the past. I would like to highlight the most crucial fact: the licensing authority is called the authority because no one aside from its ruling government is actually overseeing the overseers. So, we respond to individual situations on a complaint basis, which helps the community create their own opinion about the licensing qualities. However, every player belongs to a certain nation and should be able to decide whether to play under its local license or to risk offshore casinos with completely different offshore licenses.

Casino Guru for example, is in a position to ask a regulator for clarification. A player playing in a specific casino can try that as a directly involved party.

This is the way it works in practice, I'm afraid. 😐

Thank you for clarifying. I understand that Casino Guru does not oversee the licensing authority and cannot compel it to act.

You mentioned, however, that Casino Guru is in a position to ask a regulator for clarification. Would Casino Guru be willing to contact the licensing authority regarding my case and request clarification on its position?

I have already attempted to resolve the matter directly and would be happy to provide the complaint reference, correspondence, and any other documentation that may assist.

I am not asking Casino Guru to make a determination on behalf of the regulator. I am simply asking whether you would be willing to use the avenue you mentioned and seek clarification from them regarding this particular case.

You are welcome. I'll try to explain differently then.

For the regulator, we are not an involved party; thus, we have no grounds for asking the regulator for anything, especially clarification on its position. Players can do that as involved parties.

When the regulator shares its decision with the player, the mediators may change the associated complaint outcome based on that decision, but whether they do so depends on the reasons and facts that led to the regulator's decision. We have a category saying "the regulators' decision," for example. It, however, does not mean it opens a new route for Casino Guru to obtain the disputed amount from the casino.

If the player has not received a statement from the regulator, we cannot add anything.

Perhaps you're describing the situation when the ruling body made the call, but the case has not been submitted with Casino Guru. In that case, it's up to the mediators whether they feel like investigating the uncle's decided situation. It's not like they don't want to take a look, but from the logical standpoint, under those circumstances, casinos can easily say this has been closed by the regulator so we have no need to get investigated by you. That's our experience.

Perhaps I did not cover all circumstances, so let me add the best rule to follow: always lodge the complaint, clearly describe the nature of the disputed situations, and have proof available. If the matter can be investigated, it will be; however, the decision always depends on the mediators and the nature of the claim.

Thank you. I understand the distinction you are making, but I think this actually highlights the concern I am trying to raise.

The problem is not that Anjouan Gaming has made a regulatory decision that I disagree with.

The problem is that Anjouan Gaming is not making a decision at all.

And importantly, I am not raising this solely because of my own experience. My concern is the broader situation facing players who are directed to Anjouan Gaming for regulatory assistance and then receive no substantive determination.

Casino Guru’s process understandably assumes that where a matter falls within the regulator’s jurisdiction, the player can approach that regulator and eventually receive a decision. Casino Guru can then consider that decision when determining how a complaint should be classified.

But what happens when the regulator simply does not make a decision?

A player can exhaust the operator’s complaint process, approach the licensing authority as instructed, provide evidence, repeatedly follow up, and then remain in limbo indefinitely. There is no regulatory decision for the player to provide to Casino Guru and therefore no regulatory outcome for Casino Guru to consider.

That is not merely an issue with one complaint. It potentially represents a significant gap in player protection for anyone playing with an Anjouan-licensed casino.

My RealSpin matter illustrates the problem particularly clearly. RealSpin acknowledged that deposits following my self-exclusion request were accepted in error, subsequently confirmed that CAD $80,700 would be repaid, and the payment was never made. RealSpin later created a formal ticket specifically concerning the outstanding CAD $80,700 payment, which also remains unresolved.

But my broader concern goes beyond RealSpin and beyond my CAD $80,700.

If players across Anjouan-licensed casinos are being directed to the licensing authority as their ultimate avenue of regulatory recourse, but that authority is not providing substantive decisions or meaningful engagement, Casino Guru should know that and players should know that before choosing where to deposit their money.

A licence understandably creates an expectation that meaningful independent oversight exists behind it. If the practical reality is that players can exhaust every available avenue and then wait indefinitely for regulatory involvement that never arrives, the existence of the licence provides considerably less protection than a prospective player may reasonably assume.

I understand that Casino Guru is not a party to these regulatory complaints and cannot compel Anjouan to issue decisions. I am not asking Casino Guru to make unsupported accusations against the regulator either.

I am asking whether Casino Guru could begin looking at this as a broader regulatory issue rather than simply an individual complaint issue. If Casino Guru is seeing multiple players reach the same dead end with Anjouan Gaming, I believe that pattern should be tracked and, if supported by the evidence, reflected in Casino Guru’s assessments and warnings to players.

Otherwise, we end up with a circular system: Casino Guru directs the player to the regulator, Casino Guru waits for the regulator’s decision, and the regulator never provides one.

At that point, the player effectively has nowhere left to go.

I believe that's still the same matter we discussed last time. I'm convinced that no matter how transparently I respond to you, we end up in circles or "concerns and questions" related to how you perceive the system we are not part of should work.

To be concrete, this casino is risky and literally unregulated by AOFA. Playing on such a site is a risk on its own and the review indicators show that no one can help when things go wrong. 😐

Perhaps it's still not clear enough, yet most of what you just mentioned relates to the operators and regulators, not to Casino Guru's scope. In the past I already told you that we know that offshore licenses are equal to none when it comes to their qualities and capabilities to investigate players' cases. That's a known observation, and since it's known, we let players see which licensing authority oversees the casinos, also supported by a complete associated complaints overview. We, however, have no official safety index focused on licensing bodies or regulators. Because we have no measurement for that. Licensing authorities are not even equal to one another. For example, comparing UKGC versus Anjuan clearly shows there is no logical benchmark to be set.

Consider this: Each player should only play in locally licensed countries; that's the direct result of anything we have been talking about thus far.

Thus, yes, when the licensing body is not responsive or decides to support the casino, players have no way to turn. That is why Casino Guru operates as an independent company and works differently than regulators, but we also have our limits.