Jag satte in pengarna, de gav mig en välkomstbonus men de låter mig inte göra en enda insats, varken med de insatta pengarna eller med bonusen de gav mig och de ger mig ingen lösning och de vill inte returnera mina pengar eftersom jag måste satsa de insatta pengarna 5 gånger men de låter mig satsa 0 euro och jag kan inte satsa de insatta pengarna ens en eller 5 gånger eller 10 gånger.
This is a really unfortunate situation, and even more so because we are not able to do anything regarding all this.
Have you tried some of the sports betting sites to file a complaint, though?
Can you please confirm who regulates RealSpin and whether the operator has an appointed ADR (Alternative Dispute Resolution) provider?
I have already submitted a complaint that was marked unresolved due to RealSpin’s lack of cooperation. If they are licensed in Anjouan as indicated, I would like clarity on whether that regulator requires casinos to name an ADR body or provide players with a formal dispute resolution process.
This will help me determine the next steps in escalating my complaint, as I have not been provided with any ADR contact or pathway by the operator.
It is really unfortunate that the casino didn't communicate with our complaint team.
Jozef suggested that you can contact the licensing authority and put the link for you as well, so here it is again.
You can find all the necessary information there.
Please let us know any updates you have regarding all this.
Thank you for your follow-up. I understand my original complaint was marked unresolved due to RealSpin’s lack of communication. However, I now have additional evidence: RealSpin admitted in writing that my exclusion request should have been actioned, that there was "an error on our part," and that repayment would be made.
Because of this, I would like to ask if it’s possible to open a new public complaint. This would allow new eyes on whether RealSpin has made good on its own admission and commitment, or whether it continues to ignore players even after acknowledging responsibility.
I believe this distinction is important for accountability and transparency, and I am happy to provide the written admissions to support this.
I am glad that you have this kind of update for us.
If the casino would like to reopen the case, they can do it at any time, you know, because this way they have black points and the safety index is lowered.
In case you would like to reopen it, please get in touch with your complaint resolver.
I wanted to provide an update on my case and ask for advice, and possibly assistance, from Casino.Guru regarding the next steps.
RealSpin admitted in writing on August 18, 2025 that repayment was owed, and they confirmed on August 26, 2025 that repayment was "being processed." Despite those clear acknowledgements, no repayment has been made, and the operator has been completely silent since September 3.
Following your team’s recommendation, I filed a formal complaint with the regulator on September 30, 2025 and included all relevant evidence, including the operator’s written admission and failure to follow through. It has now been more than six weeks, and I have not received any acknowledgment, update, or confirmation from the regulator about the status of my complaint. At this stage, I do not know if any investigation is taking place or if the complaint is simply inactive.
Would Casino.Guru be willing or able to forward this concern directly to the regulator or raise the lack of communication on my behalf? It may help reinforce the seriousness of the situation and ensure the case is properly reviewed.
The facts remain unchanged. RealSpin accepted more than $80,700 CAD after a written exclusion request. They admitted repayment was owed. They confirmed repayment was being processed. Then they failed to follow through and have provided no further communication.
I am trying to pursue every proper channel available, but without any response from the regulator I am unsure how to proceed. Any help you can provide in escalating this, or even confirming that the complaint has been received and is being reviewed, would mean a great deal.
Hello. Thanks for the update. It must be exhausting to feel like things are just stuck somewhere in silence. Unfortunately, the present is one of those moments where there’s really nothing more we can do.
Once a case reaches the licensing authority, the process is fully in their hands. We can’t contact them, speed things up, or ask for updates on someone’s behalf; that would go beyond our role.
You did the right thing by filing your complaint, but now it’s simply a matter of waiting for the regulator’s response. Keep in mind that the AOFA framework is known for being slow and inconsistent, and many players never receive a clear reply. That’s part of why this particular casino licensed there tends to have low safety ratings on our site.
I wish I could tell you there was a faster or more reliable way forward, but this is as far as it goes from our side.
If I may offer some advice, as a struggling player, you should be more selective when choosing casinos. Best option would be to play only in casinos licensed in your country; however, that protection ironically ends with a local block. Not sure if you set it. I would just like to mention the available options.
Thank you for the response. I understand that once a complaint is filed with the licensing authority, the process is largely out of your hands. However, I think it’s important to highlight just how troubling this situation is, both for me and for other players.
RealSpin admitted in writing that repayment was owed. They confirmed that repayment was "being processed." They then went completely silent, and more than six weeks later, there is still no action, no acknowledgment, and no update from the regulator.
This is no longer about a standard dispute. It is about an operator that acknowledged liability and is still withholding over $80,700 CAD. That is not a "slow process." That is an unresolved, potentially unlawful situation.
And this raises a serious question. If a casino can admit it owes money, refuse to pay, ignore regulators, and still appear on Casino.Guru as a licensed and advertised operator, how can players possibly trust the system? At what point does the refusal to honour admitted debts affect their status and visibility on your platform?
I hope Casino.Guru will consider whether there is any additional way to escalate or draw attention to the seriousness of this matter, even if that means issuing a public warning to other players. Because if a casino can acknowledge repayment is owed and then face no consequences for failing to act, it undermines confidence in both the regulatory system and the consumer protection role platforms like yours are meant to play.
Yes, of course, your opinion matters.
Just based on our other ongoing communication about mostly similar subjects or stances, please consider that your situation really proves one needs to respect the reality and concrete events, not rely on a theoretical approach. You can observe firsthand how reasonable and logical expectations can quickly lead to a stalemate.
Offshore casinos with lower ratings are not safe bets for players, so it is not reasonable to rely heavily on their fairness or regulator. If that hadn't been an issue, we wouldn't be here.
So no, I can tell you there is nothing to reconsider from "our side," and there has never been an additional step.
I want to clarify that your posts are only read by me and the players, so whenever you mention "Casino Guru," you are referring to me alone. I wanted you to consider this.
Thank you for the reply. I appreciate the clarification, but I think this response illustrates exactly why players are losing trust in the current system.
You’re telling me that it’s "not reasonable" to rely on the fairness of a licensed operator or its regulator, but that’s precisely what licensing and consumer protection frameworks are meant to guarantee. If even you, as a leading industry platform, believe that offshore operators can ignore their obligations and regulators can remain silent without consequence, then the problem is far bigger than one individual complaint.
It’s also troubling to hear that there’s "nothing more to reconsider." RealSpin admitted in writing that repayment was owed. They confirmed repayment was being processed. Two months later, they still haven’t paid. That’s not a "stalemate." That’s a licensed operator withholding admitted funds and facing no repercussions.
If Casino.Guru’s position is that players should simply accept that outcome and move on, then it raises an uncomfortable question: what is the purpose of ratings, consumer complaint systems, and responsible gambling policies if even clear breaches lead nowhere?
I say this respectfully, but if the situation doesn’t change, I believe players deserve a clear and public warning that these systems cannot be relied upon. Silence and inaction only allow operators like RealSpin to continue harming others.
This was a pretty absurd, and frankly, disturbing reply.
Hello.
I understand your frustration, really. You’ve done your part, the casino even admitted repayment was owed, and yet nothing has changed. But this situation perfectly shows the difference between how things should work in theory and how they actually do in practice.
You’re now seeing firsthand what happens when a casino operates under a weak offshore license. If you looked up AOFA or asked about it on the forum before playing, you’d probably never say that a license automatically means player protection. Unfortunately, AOFA is one of those regulators that exist mostly on paper, and they do not actively mediate or enforce anything in cases like yours.
That’s why we keep repeating that players shouldn’t rely too heavily on the word "licensed." Each authority works differently, and some offer no real protection at all. Your case is a clear example of that.
If the system worked the way you assumed, we wouldn’t even be having this discussion right now. So yes, it’s troubling, but also very telling. You can now see how important it is to always check the rating and various sources, including not only Casino Guru but also the regulator and the casino’s cooperation record, before making a deposit.
From this point, there’s nothing left to escalate. The casino has stopped responding, and the regulator isn’t acting. What can still come out of this, though, is a useful lesson for you and for other players about how to identify risky operators and avoid them next time.
I'm truly sorry.
Thank you for your reply, but I need to be very honest here. This situation highlights a fundamental problem that goes far beyond my individual case.
You mention that this is an example of how offshore regulators like AOFA "exist mostly on paper" and "do not actively mediate or enforce anything." But nowhere on your site is that fact clearly communicated. Nowhere does it say that a casino can admit they owe money, refuse to pay, ignore a regulator, and still remain listed and promoted. If players are truly supposed to "check the rating and cooperation record" to protect themselves, that information should be presented clearly and prominently before they ever register or deposit.
I understand now that AOFA is weak and often unresponsive, but that knowledge only came after a casino accepted more than $80,700 in deposits following a written exclusion request, admitted repayment was owed, promised it was being processed, and then stopped communicating entirely. If the licensing authority is known to be ineffective and the operator has a record of ignoring these types of cases, that should be publicly disclosed on their Casino.Guru profile.
This is not simply a "lesson learned" situation. It is an active and ongoing dispute involving admitted liability, non-payment, and a regulator that has so far failed to respond. That context matters, and it should be clearly communicated to other players. If the system offers no realistic enforcement mechanism, then players deserve to know that before they place a single bet.
I’m genuinely asking how a casino can still hold a "trusted" or even "neutral" status after behaviour like this. My situation is simple: RealSpin admitted in writing that CAD $80,700 was owed to me and told me it was "being processed" on August 26. Since then, they’ve gone completely silent — nearly 60 days later, no repayment, no timeline, and no accountability.
I’ve tried absolutely everything. I’ve sent over 70 emails, submitted formal complaints, and even uploaded documents proving the admission of repayment. On live chat, their support repeatedly says, "there’s nothing we can do" or "please email support" — even though support doesn’t respond. They refuse to answer basic questions, including how much they admitted was owed, when it will be paid, or why nothing has happened since August.
This is no longer about a "delay." This is outright avoidance. When a company confirms in writing that money is owed and then vanishes without payment, that’s not customer service. That’s a red flag.
So my question is: How can a platform that behaves like this not be blacklisted? And if this kind of conduct doesn’t warrant blacklisting, what does?
Dear Luckylarry61, that is the point; the casino is not to be trusted:
https://casino.guru/realspin-casino-review#tab=js-tab-reputation 👈👈
In my opinion, this is the answer to this whole conversation.
With all due respect, if Casino.Guru itself acknowledges that RealSpin is not to be trusted and has a very high value of withheld winnings, then why is this casino still being promoted and listed as a place for players to sign up?
I am one of those players whose funds, CAD 80,700, remain unlawfully withheld despite the company admitting in writing that repayment is owed. I have been waiting since early August for repayment and have not received a single update from either RealSpin or their regulator.
Casino.Guru does not have to advocate on my behalf, but I believe you have a responsibility to inform the regulator directly that they are failing to protect players and that this operator continues to restrain player funds. Continuing to display them on your site despite this admission risks misleading more people into trusting a company that has proven they do not pay.
Hi,
I completely understand your concern, but please note that Casino Guru does not "promote" casinos simply by listing them. Our role is to collect, verify, and present factual information about all online casinos, both good and bad.
The page you’re referring to is an evaluation, not an endorsement. The low Safety Index (4.3/10) and the warning about withheld winnings are there precisely so that players can see and understand the risks before signing up.
If we removed every casino with problems from our database, players would lose access to important public information, including those negative findings you’re referring to. Transparency is the whole point: people deserve to know that RealSpin has a low safety score and a record of unpaid winnings.
Just to avoid further misunderstanding, can you access this link, please? https://casino.guru/realspin-casino-review#tab=js-tab-reputation 👈👈
In any case, it is ultimately the regulator’s legal responsibility to take action. Not ours, I'm afraid.
Hence, I repeat my tips: read casino reviews before you register or deposit. Prefer strong licenses if you struggle with gambling-related harm. That's much safer. 🙏
Thank you for your message. I think you may be missing the main point of my concern. My frustration is not simply that RealSpin is "listed" on your site. It is that they continue to appear alongside legitimate operators while they are actively withholding funds and failing to comply with basic responsible gambling obligations.
I understand that you aim to provide transparency, but when a platform that has demonstrably breached player protection standards is still featured in the same way as others, it risks normalizing that behaviour. Listing a casino with an ongoing record of non-payment and regulatory non-compliance, without clear context in bold and visible ways, inevitably gives players a false sense of legitimacy.
I appreciate that you believe the low Safety Index communicates risk, but RealSpin’s conduct is not just "low-rated." It is potentially unlawful. This is not simply a matter for the regulator. Consumer-facing review platforms also have a responsibility to make it absolutely clear when an operator is failing to meet its most fundamental obligations.
At the very least, I would encourage you to prominently display warnings or consider a "blacklist" section for casinos with unresolved non-payment cases. Players deserve that clarity.
Hi Larry,
I understand what you’re saying, and I appreciate that you took the time to explain it in detail. Still, it seems to me that there’s a bit of misunderstanding about how our system actually works and what kind of information players can find on our site.
Casino Guru lists both good and bad casinos because transparency is only possible when the data is public and comparable. If we removed RealSpin or any other problematic casino from the database, players would lose access to verified facts, including the very warnings that are supposed to protect them. The goal is not to make anyone look legitimate, but to document what is happening and to show clearly when there are serious issues.
The Safety Index is not just a label of trust. It is a mathematical calculation based on multiple data points, such as unresolved complaints, the value of withheld winnings, fairness of terms, and other measurable factors. You can find all the details in our guide How We Review and Rate Online Casinos 👈.
That section also explains that it takes more than one unresolved complaint for a casino to drop significantly, because the system considers black points and other metrics that determine the overall reliability.
If you look at RealSpin’s current rating, it has already fallen from 4.6 to 2.2, exactly because more complaints remained unresolved. That’s how the system reflects the situation in real time.
The warnings you suggest are already visible in practice. Since it is not realistic to create custom warnings for each casino page based on specific complaints, we designed a unified structure where players can always see both open and resolved complaints, risk level, and other relevant indicators in one place. Everything is standardized so that the same rules apply to all operators.
Our guides also help players understand what each indicator means and, for example, which types of casinos are not suitable for players who have trouble controlling their gambling. If a player with gambling issues still considers a 4.7 rating to be safe, then it shows how differently each person perceives risk. That is why we encourage people to read those guides carefully before deciding where to play.
As for regulators, in practice they mostly grant licenses after the basic requirements are met and fees are paid. Whether they react to issues later or not varies greatly. Either they revoke the license or they don’t. That’s why Casino Guru exists in the first place—to fill that gap and make it possible for players to see the broader context and current track record of each operator.
I do understand your point, and your experience with RealSpin shows exactly why having this information accessible matters. But our system is designed to provide transparency and data, not to act as a substitute for regulatory action.
So, from my side, I see we both actually agree that players deserve clarity and fair access to all information, which I believe we are providing if one takes time to get more familiar with this giant website. I feel we aim to say the same at this point. Just a bit differently.
Thank you for explaining how your system works. I have a more practical question related to my situation. In cases where player funds are withheld and not returned, how long does it usually take for the regulator to intervene or enforce repayment?
I have been waiting several months for my deposits to be returned and there has been no visible progress or response from the regulator. If a regulator does not act in cases like this, who ensures they are held accountable or required to follow up?
I am asking because I am simply trying to understand what realistic next steps or timelines a player in my position should expect.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
Du blir snart omdirigerad till casinots webbplats. Vänligen vänta. Om du använder en annonsblockerare, kontrollera dess inställningar.
