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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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Stay safe.

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

Hi there I just sent you all the required proofs

Through email

Any update

Dear Bali,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Realz Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@realz.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Dear Bali,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Bali,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru