Realz Casino - プレイヤーのアカウント解約申請の処理が遅れています。

Good day. I am filing another complaint. They are not respecting my request. I have written to them several times about canceling my account. Now I am constantly receiving promotional offers.

Dobry den. Podávám další stížnost . Nerespektuji moji žádost . Několikrát jsem jim psal o zrušení účtu. Ted mi neustále chodí propagační nabídky .

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when you first contacted the casino customer support with a request for self-exclusion? Did you contact the casino before March 18?
• Have you tried contacting the casino via support@realz.com, as this email address is listed in their Responsible Gaming policy? If not, please send your self-exclusion request to this address again, clearly stating that you are suffering from gambling addiction, and add my email address veronika.f@casino.guru to CC.
• Have you completed the full KYC verification at this casino?

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

Best regards

Veronika

Hello Veronica. I can't find the oldest requests to cancel my account, but I have the latest ones for you. 20.2.2026

Dobry den Veroniko. Nemůžu dohledat nejstarší žádosti o zrušení účtu , ale mam pro vás ty poslední . 20.2.2026

Another email today.

Dnes zase email .

I am attaching more predatory behavior. I wrote to them about canceling my account and my addiction and they don't respect me.

Přikládám další predatorske chování . Psal jsem jim o zrušení účtu a mé závislosti a nerespektuji me.

Hello AldaCze,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AldaCze,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

AldaCze, I have carefully reviewed the entire complaint thread along with the evidence provided. I noticed that there were repeated attempts to reach out to the email address (email@campaign.reelz.com), which is a generic address typically used for sending promotional emails to all active players.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you still have access to your casino account?
• Have you requested self-exclusion via the official communication channel (support@realz.com) as Veronika suggested in her initial reply? Could you please forwrad me this message? My email address is kristina.s@casino.guru.

Thank you for your cooperation.

Hello Kristýna, this is not about where I sent the cancellation request. They have already cancelled my account and therefore they should not send any marketing offers. I even unsubscribed and it still didn't help. Now the most important thing. I am already resolving the dispute with Rabona CASino, Spinanga, Legiano and the already resolved dispute with Sportuna CASino,,They are sister brands that belong to the same company and group, namely Liernin Enterprises,,formerly Rabidi NV,,,,Since Sportuna admitted its mistake and returned me about 21000 CZK which was very little, the others should stop with the offers and constantly push me to gamble,,,Spinanga Casino bribed me with amounts of 6000, 5000 and 2000 CZK so that I would not stop gambling,,through the bribes I was vulnerable and continued to gamble and lost a lot of money,,,In March 2025 I wrote to Sportuna Casino that I had a problem with payments and therefore they should have excluded me and automatically excluded me from all sister casinos,,Rabona Casino did not want to pay me my winnings 100,000 CZK and 70,000 CZK, once I was able to send a sum of 20,000 CZK and then it didn't work anymore and it kept showing an error with the IBAN number, when I wrote to support on the chat, they kept disconnecting me and you always have to start the whole conversation again with another person, that's why I was under pressure and ended up losing the money, they even lied to me in the email that they didn't have sister brands, but I know they did, because on all the chats/chats, there were the same people, at sportuna, spinanga, rabona, realz, legiano and wazamba etc, the worst thing is that when I asked to cancel my account, they immediately sent me an offer for VIP Hive casino and they sent me Spinanga, Legiano and rabona, how come they all send an offer for VIP Hive when they claim they have nothing in common? Furthermore, Rabona CASino cancelled my account and later they lured me with a financial bonus to get me back into gambling and unfortunately I succumbed again,,,Now everyone knows that I am addicted to gambling, that I took out loans and am in debt, that I am banned from our country and cannot bet,,,yet they keep sending me marketing offers and trying to make me keep losing and be addicted,,Rabona CASino has a day to respond and still nothing,,but they send me offers by email, so I don't respect anything I wrote,,,It's destroying me mentally and it's always happening,,,I will send you screenshots as proof of everything,,

Dobrý den Kristýno, tady už nejde o to kam jsem posilal žadost o zrušeni. Učet mi už zrušili a tím pádem by neměli posílat žadne marketingové nabidky, Dokonce jsem dal odhlasit se a stejně to nepomohlo. Teď to nejduležitější. Řeším spor už s Rabona CAsino, Spinanga, Legiano a už vyřešnym sporem se Sportuna CAsino ,,Jsou to sesterske značky které patří jedne společnosti a skupiny a to Liernin Enterprises,,dříve Rabidi N.V ,,,, Vzhledem k tomu, že Sportuna přiznala svou chybu a vrátila mi cca 21000kč což bylo hodně málo, tak ostatni by přece meli přestat s nabidkami a neustále mě tlačit do hazardu,,,Spinanga Casino mě uplácela a to čatskami 6000, 5000 a 2000kč aby jsem nepřestal s hazardem,,skrze uplatky jsem byl zranitelný a dále pokračoval v hazardu a prohrál mnoho penez,,,Už v březnu roku 2025 jsem psal na Sportuna casino, že mám problem s placením a tím pádem mě měli vyloučit a automaticky mě vyřadit ze všech sesterských casín,,Rabona Casino mi nechtěla vyplatit vyhru 100000kč a 70000kč ,, jednou jsem si mohl poslat častku a to 20000kč a potom už mi to nešlo a ukazovala to neustále chybu s iban čislem,,Když jsem psal na podporu na chat, tak mě neustale odpojovali a tam musíte vždy celou konverzaci začit znovu s jinym člověkem,,,tím padem jsem byl pod tlakem a peníze nakonec prohrál,,,V mailu mi dokonce lhali , že nemají sesterske značky, ale já vím, že ano,, jelikož na všech chatach/chat,, byly stejné osoby a to u sportuna , spinanga, rabona , realz , legiano a, wazamba atd,,, nejhorší je, že když jsem žádal o zrušení učtu , tak mi hned na to poslali nabidku na VIP Hive casino a to mi poslali Spinanga, Legiano a rabona,, JAkto, že posílají nabidku na vip hive všichni, když tvrdí , že nemají nic společného? Dále Rabona CAsino mi zrušila učet a pozdeji mě lakali na finančni bonus, aby jsem se vratil k hazardu a ja bohužel zase podlehl,,,Ted už ví všichni , že jsem zavislý na hazardu , že jsem si vzal pujčky a jsem v dluzích, že jsem vyloučený v naší zemi a nemohu vsázet,,,přesto mi stále posílaji marketingove nabídky a snaží se, aby jsem stále prohrával a byl zavislý,,Rabona CAsino ma den na odpoved a stále nic,,ale na mail mi nabidky posílají, takže nerespektuji nic co jsem psal,,,Už mě to psichycky dost ničí a je to stale dokola,,, jako dukaz všeho vam pošlu fotky z obrazovek,,

Today, Rabona Casino canceled the challenge 6 minutes before the end of the limit, which is said to be a tactical biding of time.

Dneska Rabona Casino odepsali na výzvu 6 minut před koncem limitu , což je prý taktické natahování času .

Dear AldaCze,

I empathize with the distress this situation has caused you. However, I kindly request that you refrain from posting messages that include information about other casinos or complaints in this thread. This can lead to unnecessary confusion, and it is quite challenging for me to navigate through all of your messages. I want to ensure that I do not overlook any critical details that would help me assist you more effectively. I truly appreciate your understanding and cooperation.

Now, let us concentrate on your complaint regarding Realz Casino. You mentioned that your account has been closed. Could you please provide clarification on the exact date it was closed and the actions you took prior to this event?

Additionally, do I understand correctly that you continue to receive promotional emails from Realz Casino to this day? Have you had the opportunity to contact the casino directly to request exclusion from such correspondence?

Hello, yes I still receive quotes,,, Today I wrote directly to the email support@realz.com ,, so I'm curious if they'll stop now, even though I'm aware that I unsubscribed directly from the email email@campaign.reelz.com and I keep getting emails with offers, hopefully it will be resolved soon, it's already putting a lot of pressure on me

Dobrý den , ano stále dostavám nabidky ,,, Dnes jsem napsal přimo na mail support@realz.com ,, takže jsem zvědavý jestli už přestanou, i když jsem si vědom , že jsem se přimo odhlašoval na mailu email@campaign.reelz.com a maily s nabidkami mi chodí neustále,,snad se to brzo vyřeší,, už je to na mě velký tlak

Alright, let me know if you receive any response or notice any changes. Thank you.

Good day, unfortunately it is in vain and they are still bothering me. They even wrote to me on April 11, 2026 that everything would be deactivated within 48 hours and today, April 17, 2026, I received another offer.

Dobry den , bohužel je to marné a stále mě obtěžuji . Dokonce mi i napsali 11.4.2026 , že do 48h bude vše deaktivované a dnes 17.4.2026 mi přišla další nabídka.

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

Dear AldaCze,

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,

Kristina