Realz Casino - プレイヤーのアカウントは、自己排除後、再開されました。

Subject: Self-Exclusion Failure, Account Reactivation, and Acceptance of Deposits After Closure

Casino: Realz Casino

I am requesting assistance regarding a dispute with Realz Casino concerning the handling of my self-exclusion request and the subsequent operation of my account.

Timeline

On 13 March 2026, I requested that my account be self-excluded/closed.

On 17 March 2026, Realz confirmed that my account had been closed.

Despite this confirmation, my account was later reactivated without my consent or knowledge.

On 24 May 2026, I contacted Realz to complain that my account had been reopened after closure.

On 29 May 2026, Realz again confirmed that my account had been closed, indicating that a second closure was required.

After my self-exclusion and closure requests, I continued receiving promotional emails and bonus offers encouraging gambling activity.

My account remained accessible, and deposits were accepted after the account should have remained closed.

I estimate that I incurred approximately NZ$1,000 in losses after the account should have remained excluded.

My Complaint

My complaint is not simply about gambling losses. My concern is that Realz failed to properly maintain my self-exclusion and allowed continued access to gambling services after confirming that the account had been closed.

I believe the following issues require review:

Why was my account reactivated after closure?

What evidence exists that I requested or authorised reactivation?

Why were promotional emails and bonus offers sent after my self-exclusion and account closure?

Why were deposits accepted after the account should have remained closed?

Attempts to Resolve

I raised these concerns directly with Realz Casino and requested a review.

The casino rejected my complaint and stated that deposits used for betting are not refundable. However, the response did not address the reopening of the account, the continued marketing communications, or the basis on which the account became active again.

Resolution Requested

I request that Realz Casino:

Provide a full explanation regarding the reactivation of my account.

Explain why promotional communications were sent after self-exclusion.

Review the losses incurred after the account should have remained closed.

Provide a fair resolution based on the circumstances.

Evidence Available

I can provide:

Self-exclusion request dated 13 March 2026.

Account closure confirmation dated 17 March 2026.

Correspondence regarding account reactivation.

Second closure confirmation dated 29 May 2026.

Promotional emails and bonus offers received after closure.

Deposit and transaction records.

The casino’s final complaint response.

Thank you for your assistance.

Bhagwant Singh

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila