Realz Casino - Spiller anmoder om lukning af konto på grund af ludomani.

Hello,

My account at this casino was not closed despite multiple requests, due to my gambling addiction.

Chat support stated that this request must be made via email.

In contrast, I received more and more advertising and emails from a "VIP manager" who wanted to persuade me to continue playing (and succeeded).

Which led to me losing more and more money there.

I want the casino to ban me and reimburse me for the losses I've incurred since my first request to be banned due to gambling addiction.

Greeting

Hallo,

Mein Konto bei diesem Casino wurde auch nach mehrfachem Wunsch nicht geschlossen, Aufgrund meiner Spielsucht.

Der Chat Support meine diese Anfrage muss zwingend per Mail erfolgen.

Ich erhielt dagegen immer mehr Werbung und Mails von einem "VIP-Manager" der mich zum weiterpspielen bewegen wollte (und auch geschafft hat)

Was dazu geführt hat das ich immer mehr und mehr Geld dort verloren habe.

Ich möchte das das Casino mich sperrt und mir die Verluste seit meinem ersten Sperrwunsch wegen Spielsucht erstattet.

Gruss

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Dear Baron_von_Brenden,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@realz.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

The casino has now complied with my request, although three more confirmations from me were required for the final blocking.

In the past, I (diagnosed as a gambling addict) was offered generous bonuses if I stayed and continued playing, which I unfortunately did.

This is not fair treatment of someone who informs the casino of their wish to be excluded due to gambling addiction.

I demand a statement from the casino and a full refund of the losses since I first informed them of my self-exclusion request, which was not promptly and without follow-up questions (or attempts to win me back) by a "VIP manager".

Should no amicable agreement be reached, I will involve the relevant gambling authority.

I use the same email address as here and haven't had to do KYC at this casino so far.

Greeting

Hallo Attila,

das Casino hat meinem Wunsch mittlerweile entsprochen, auch wenn für die letzendliche Sperrung dann nohmals 3 Bestätigungen meinerseits nötig waren.

In der Vergangnheit hat man mir (diagnostiziert Spielscüchtig) grosszügige Bonuse angegboten wenn ich doch bleibe und weiterspiele, was ich leider auch getan habe.

Das ist kein faires Verhalten jemandendem gegenüber der dem Casino seinen Sperrwunsch aufgrund von Spielsucht mitteilt.

Ich verlange hierzu eine Stellungnahme vom Casino und die vollständige Rückersttung der Verluste seit dem ich dem ich meinen ersten Sperrwunsch mitgeteilt habe dem nicht zeitnah und ohne Rückfragen (bzw.Rückholversuche) durch einen "VIP-Manager" entsprochen wurde.

Sollte es hier zu keiner gütlichen Einigung kommen, werde ich die zuständige Glücksspielbehörde mit einbeziehen.

Ich benutze die selbe E-Mail Adresse wie hier und musste in dem Casino bis dato noch keinen KYC machen.

Gruss

Hello,

Attila, here are a few pictures showing that a blocking request has to be confirmed several times (unnecessarily).

Although the casino made no attempts to win me back this time, I am still receiving personalized advertising on June 11th, 5 days after the final ban, which could encourage me, as a gambling addict, to create a new account at this casino; they are deliberately triggering me.

I therefore request a solution from the casino.

Greeting

Hallo,

Attila anbei ein paar Bilder wo du siehst das ein Sperrwunsch mehrmals (unnötig) bestätigt werden muss.

Dieses mal wurden seitens des Casinos zwar keine Rückholveruche gemacht, Ich erhalte aber am 11 Juni also 5 Tage nach der entgültiigen Sperrung immer noch personalisierte Werbung erhalte, die mich als Spielsüchtigen anmieren könnten bei diesem Casino ein neues Konto erstellen zu lassen, man wird bewusst getriggert.

Ich bitte daher und Lösungsansatz seitens des Casinos

Gruss

Even on June 13th, I'm still being spammed with personal advertising.

Auch am 13.06 werde ich noch mit persönlicher Werbung zugespammt

Although the casino seems to have closed my account, I can still log in/navigate and could potentially gamble away money.

Obwohl das casino mein Konto wohl geschlossen hat, kann ich mich weiterhin einloggen/navigieren und könnte Geld verspielen

Thank you for your response and for the evidence you have provided. In order for us to proceed with the complaint, could you please confirm the following:

1. The exact date when you first communicated your gambling problems to the casino.
2. Whether you currently still have access to your account.

Thank you in advance for your reply.

Hello Attila,

I can't remember the exact date, but if I recall correctly, it was sometime in January or February. Unfortunately, I can't find the emails anymore.

Currently, I can still log in and gamble away money, even though the casino has confirmed the ban.

Greeting

Hallo Attila,

das genaue Datum kann ich dir nicht mehr nennen aber es war nach meiner Erinnerung im Zeitraum Januar/Februar. Leider finde ich die Mails nicht mehr.

Aktuell kann ich mich noch immer einloggen und könnte Geld veserpsielen, obwohl die Sperrung vom Casino bestätigt wurde.

Gruss

Hello Casino Guru Team,

I have attached a detailed breakdown of the losses incurred.

Could you invite a representative from the casino to resolve the problem?

My demands:

1. Full repayment of my losses amounting to €1084 (please correct the amount in dispute here) since my first request for account suspension on December 29, 2025. Received payouts have been offset against my deposits.

The request to block my account was made quite soon after registering at the casino (unfortunately, no further conversation is available), I remember it so well because it was related to a death in my family.

2. Complete and irrevocable closure of my account and cessation of all contact with me.

Provided that these two points are fully met, I would be prepared to consider the matter settled and close the case here.

Greeting

Hallo Casino-Guru-Team,

ich habe euch eine genaue Aufstellung der entstandenen Verluste angefügt.

Könnten Sie einen Vertreter des Casinos einladen das Problem zu lösen?

Meine Forderungen:

1. Vollständige Rückzahlung meiner Verluste i.H.v 1084€ (Bitte hier Streitwert korregieren) seit meinem ersten Sperrwunsch am 29.12.2025. Erhaltene Auszahlungen wurden meine Einzahlungen gegengerechnet.

Der Sperrwunsch erfolgt schon ziemlich zeitnah zur Anmeldung in dem Casino (leider keine Konversation mehr vorhanden), ich kann mich so gut daran erinnern da es im zeitlichen Zusammenhang mit einem Todesfall in meiner Familie war.

2. Vollständige und unwiedrrufliche Schließung meines Accounts und die Einstellung jeglicher Kontaktaufnahme mit mir.

Unter der Maßgabe der vollständigen Erfüllung dieser zwei Punkte wäre ich bereit die Sache als erledigt zu Betrachten und denn Fall hier zu schließen.

Gruss

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Baron_von_Brenden,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Realz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account permanently. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Baron_von_Brenden,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin