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Hi ▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hi lucylarry61,

Thank you for your response and username change.

We need the original email threads as we cannot accept screenshots. Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com, by using the forward function on your emails.

When it comes to the live chats, please copy the chats into a message thread in a way that we can see the full converstation and not snippets.

Thanks,
CasinoReviews.com Complaints Team

Hi luckylarry61,

Thank you for your emails.

Could you clarify whether this is a funds withdrawal issue, or a post-self-exclusion deposits refund?

CasinoReviews.com Complaints Team

Thank you for your message.

This is not a standard withdrawal issue.

This matter relates to funds that were acknowledged for return following a responsible gambling/self-exclusion request, but were never processed or paid despite written confirmation.

For clarity, this is a post-self-exclusion deposits issue involving repayment of funds that were accepted after I requested exclusion and disclosed harm.

Please let me know if you require any additional documentation to proceed.

Thank you,
luckylarry61

Hi luckylarry61,

Thanks for confirming.

Unfortuntely, in this case, there is nothing we can do. You have chosen to play with a weakly licensed/unlicensed property. These operators function without appropriate licensing specifically so they do not have to adhere to the standards set out by regulatory authorities surrounding the protection of vulnerable players. As such, the chances of them deciding to take appropriate action in a case like this simply because we asked them to is vanishingly small.

You may find the free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 119k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in the Responsible Gambling Directory.

Sorry we couldn't be of further assistance.

CasinoReviews.com Complaints Team

I understand that, given the licensing limitations, escalation through ADR or legal channels may be required. However, choosing not to attempt any resolution on that basis is concerning, particularly where there is clear written evidence that repayment was acknowledged and remains outstanding.

I appreciate your response and the time taken to review the matter.

Hi luckylarry61,

We understand your frustration, however such self-exclusion/responsible gambling cases are outside of our jurisdiction.

Once again, we're sorry we couldn't be of further assistance.

CasinoReviews.com Complaints Team

Thank you for taking the time to review my case and for your response. I do appreciate the effort that has gone into assessing the information provided.

I would like to clarify that this matter is not related to responsible gambling or self-exclusion.

The issue is straightforward. RealSpin acknowledged a payment in writing and confirmed it would be processed. That payment has not been made.

This has already been reviewed by the Better Business Bureau, who confirmed that the matter relates directly to the operator’s payment obligation. Casino Guru reached the same conclusion. The only limitation identified was jurisdiction, not the nature of the claim.

At this stage, this is not a disputed case or a responsible gambling matter. It is an acknowledged payment that remains unpaid.

Misclassifying this as a responsible gambling issue does not reflect the facts of the case. I would appreciate the matter being considered on that basis.

Hi luckylarry61,

The agreement of refund was made based between yourself and the operator based on a dispute you raised in regards to a self-exclusion request which was not carried out efficiently/effectively by RealSpin casino.

This effectively puts it out of our jurisdiction because the only entities who are allowed jurisdictions over these types of disputes are the regulators not ADR entities.

We won't be able to assist you further in this case.

CasinoReviews.com Complaints Team

the claim fell outside of ADR jurisdiction

I am submitting a formal dispute regarding RealSpin’s failure to process a confirmed repayment of CAD $80,700.

This is not a disputed claim. On August 27, 2025, RealSpin confirmed in writing that repayment of these funds was owed and would be processed. Additional confirmations were provided shortly thereafter. Despite these confirmations, no repayment has been received more than 8 months later.

Following these confirmations, I made repeated attempts to resolve this matter directly with the operator. Numerous emails were sent to RealSpin’s support team and responsible departments, all of which have gone unanswered. Live chat support consistently directs me back to email, but no response or action has been taken.

I have also confirmed with the payment processor involved that no repayment or reversal request was ever submitted by RealSpin in relation to this amount.

In addition to attempting to resolve this matter directly, I pursued external complaint channels, including Casino Guru. During that process, it was acknowledged that the repayment had been promised but not fulfilled. Despite this, the matter did not result in repayment or resolution.

RealSpin’s conduct is irreconcilable with the written record. A repayment was clearly acknowledged and agreed to, yet no action has been taken to fulfill that obligation.

Additionally, RealSpin’s own terms and conditions state that customer service queries of this nature will be responded to within a reasonable timeframe and in any event within 28 days. That obligation has not been met.

Further, under CGA ADR requirements, operators are required to provide players with access to an independent ADR entity and clearly identify such a provider in their terms and conditions. To date, no effective ADR pathway has been provided or facilitated in this case.

All reasonable efforts to resolve this dispute directly with the operator have failed.

I am requesting that RealSpin be required to:

1. Confirm the repayment amount of CAD $80,700
2. Provide a clear repayment method and timeline
3. Complete repayment in full without further delay

My evidentiary record, including written confirmations of repayment, transaction history, and all correspondence, is complete and available.

RealSpin Casino - Confirmed Repayment of CAD $80,700 Not Paid

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