Reblz Casino - Player's account has been closed without justification.

Hi, I have been involved in a rather different but very serious crime, this cannot be explained briefly even if I try.

At 21:15 and 21:17 on 29/06 I confirm two deposits with BankID to Reblz via bank transfer through their psp multitude. These transfers are canceled for security reasons by my bank. And I don't play anymore for the day. I play again on 30/06 and then take a break.

At 9:15 PM and 9:17 PM on July 3, ~10,000 SEK was deducted from my account without my knowledge and without approval.

4/9 - contacts bank and blocks card, sees that payment has gone to casino and explains to customer service that something went wrong. Money is not in balance at casino at this time. Customer service insists that nothing went wrong and refers me to my bank. Bank confirms that these transfers 3/7 were approved with BankID 29/06 but were canceled.

I see these two transfers in the reblz deposit log marked as cancelled. (Currently deleted) After this I ask to close my account due to dependency and suspected fraud as I still have not received my money to my balance.

Account permanently closed due to gambling addiction 04/7 22.57

05/07 4 transfers appear in the reblz deposit log 02.00.54, all at the same second.

These correspond to my two transfers, two of which are listed as cancelled and two as completed.

In contact with multitude, they have confirmed that reblz has claimed this already approved but canceled transfer without new consent, which in itself violates PSD2 (64 & 97, civil law (chap. 10. Paragraph 4,5) and the EU Consumer Protection Directive.

But even more seriously for the casino, they have manually manipulated these payments into my account already suspended for addiction problems. This is an extreme violation of their license issuer's (mga) terms and conditions and Reblz's own policy. Notably, I still have full access to my account with the only exception that the games do not start when I try to open them.

I have written to their support that this is unacceptable and then received in response that it all happened due to a delayed transaction and that it unfortunately happened that it entered my account after it was deactivated, whereupon I was directed to withdraw my funds. And with that, the matter was closed.

I will demand and with legal right that the deposits I have made since I started playing at their casino 3 months ago be retroactively classified as invalid as a result of breach of contract and breach of trust. This is partly because of the PSD2 crimes that have been committed but also because customer service has actively tried to mislead me and lied to me.

What should I do next? I have offered to sign an NDA in exchange for a goodwill payment that reflects the seriousness of the situation and potential sanctions from the MGA. However, their legal team has chosen not to respond.

I am sending pictures of all the collected evidence that I can send to you in any way you choose.

I am sending two pictures of the most recent incidents, customer service confirming the shutdown at 22.57 04/07 and the manipulated credits 05/07

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Why did you enter the dispute amount as 85,000 SEK when the issue concerns approximately €800?

Is the money you deposited still in your casino account?

Since you still have access to the account but cannot play, have you asked the casino how you can withdraw those funds?

Could you please specify the reason for closing your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

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Thank you for your patience, and stay safe.

Hi, the amount in dispute is approximately ~85k SEK as I insist on a full refund of deposits from 3 months ago. This is due to breach of trust and breach of contract. In conversation with the reblz complaints department I have been told that this is a normal delay that unfortunately came in after I closed the account.

In a long discussion between both my bank and theirs, we have come to the following conclusion;

On 29/06, I approve two transfers at 9:15 PM and 9:17 PM. For security reasons, these are reviewed by my bank's fraud department.

Once they are released pretty much immediately afterwards, they are as approved "free" transfers at my bank. At this stage, the transfers have been marked as cancelled in the Reblz deposit log. And are technically classified as cancelled.

3/7 Reblz chooses to claim these two payments without new approval from me. This is a clear violation according to PSD2 law; article 64.1 and 64.2 which describes that every transfer must be approved.

And since this transfer was previously canceled, it is considered a completely separate transaction.

In other words, reblz had no right to claim the transfer even if it was technically possible.

The most serious thing of all is that they never updated my balance until I raised the issue with customer service, and this balance update in turn then happened to an already permanently RG-suspended account. (5/7)

Most likely a manual credit as it should not be possible to deposit funds into an RG-closed account.

Since Reblz has actively tried to mislead me and committed a violation of the PSD2 law, I no longer have confidence in their platform,

"If they're lying about this, what else are they lying about?"

I therefore insist that they return the total net amount to me. At least within a reasonable time frame, such as 3 months from today's date.

To answer your other questions;

The money was credited to my balance on 5/7 and I was directed to withdraw it through the regular withdraw function.

In total, reblz took 9793 SEK from my account and after fees and exchange rates, I received 7533 SEK back via withdrawal.

I closed my account due to gambling addiction.

I can send you all the relevant evidence I have. However, it is quite a lot, so maybe it is possible to send it via another platform, such as WhatsApp or similar? Otherwise, I will send it in batches to you for your consideration.

Kind regards, Eddie

Hello Dominica

I have cc'd you in an email correspondence with the Reblz complaint team, where I have also attached pictures that give a clear overview of the situation and what happened. If needed, I am happy to describe what exactly the pictures show.

kind regards

Dear player, thank you for your detailed response and for sharing additional information about your case.

After carefully reviewing your situation, I’m afraid I must inform you that we won’t be able to help you pursue a refund of all your past deposits. While I fully understand your frustration and concerns regarding possible violations and breaches of trust, we focus on helping players recover funds that are still being held or unfairly withheld by casinos — not on refunding historical gameplay losses or past deposits based on broader legal claims.

Are you currently still able to log in to your casino account, even if gameplay is restricted?

If I understand correctly, you have successfully withdrawn the two disputed deposits — is that correct?

Hey, what sad news.

If possible, I would be happy to talk to someone experienced in your team, since you have seen the pictures, you might also agree that something didn't go right.

I understand that you cannot mediate the matter officially, however.

I have had full access to the account for the past few weeks.

I have received back the amount of -200€ that they charged for deposit and withdrawal. If you could help me reach them to replace just these 200€, that would be appreciated.

Eddie

Dear player, could you please confirm if you are still able to access your casino account now, or has it been closed?

I can still log in to the casino.

Dear player, could you please clarify why you didn’t use the "close account" or self-exclusion feature directly through your casino profile, as this option appears to be available in their system?

Have you tried sending another email to the casino asking for closure of the account due to gambling addiction? If not, we strongly recommend that you send such a request as soon as possible and keep a copy or screenshot of the message as proof.

What exactly are you able to do in the account right now? (For example: Can you view your balance, make deposits, access the cashier, or request withdrawals?)

Have you made any further deposits into the account since the two disputed transactions?

Please note that a refund may only be possible if the casino was clearly informed about your gambling problem and still failed to close your account, allowing you to continue depositing and playing after your self-exclusion or responsible gambling request.

Hi, I spoke to support about closing the account and it happened immediately. This happened on 4/7 22:57.

After that, reblz credited €800 to the account. 5/7 02.00

but in other words, deposits to the account have been possible after self-closure.

I have had full access to my balance, all types of logs, advertising for their other casino and their game selection. The games themselves do not start but otherwise their platform works just as it did before the self-exclusion.

I have an email conversation that clearly explains that the account was closed due to addiction issues but that the deposits came after the closure.

Dear player, to ensure your self-exclusion is properly enforced and that no further issues occur, we strongly recommend that you send another formal request to the casino via email, clearly stating that you are suffering from a gambling addiction and are requesting a full and irreversible closure of your account for responsible gambling reasons, or use the self-exclusion or permanent account closure option directly via your casino profile.

The account was closed correctly on 4/7 according to their complaint department.

How should I act? Should I raise the matter with MGA?

Dear player, if the account was correctly closed on 04/07, could you please clarify how you are still able to access it?

I can't explain why I can still log in, that's part of why I think there should be a refund. Reblz has acted in my opinion very irresponsibly at a very critical point in my relapse. This has made my relapse far worse than it otherwise could have been.

The biggest mistake reblz made is accepting canceled deposits without new approval.

First they say I approved the translations on 6/29, then customer service says I approved the transfers the same date they were credited on 7/5. I know this is not true and can prove it with bank history.

image 1 (email from complaint)

picture 2 (customer service says the opposite)

image 3 (none of these deposits appear on 29/6 in my history)

image 4 (printscreen of deposit log)

It is Reblz who should answer how I can still log in and take advantage of advertising for their other casino and all other information.

Dear player, based on all the information provided so far, you are not entitled to a refund of your previous deposits.

You mentioned that you still have access to your casino account even after the closure on 04/07.

If you still have access, why haven't you used the available "self-exclusion" or "close account" function directly from your profile?

This option is clearly available in their system.

I have used that function but it remains unchanged.

They have lied to me and that should be reason enough to claim that they should return the deposits?

it’s clear that something is not right, in the email Paul from complaint says that the transactions were confirmed by me 29/06, but the customer service say that they were confirmed 5/07. The printscreens is from right now, and I’ve used the functions you mentioned.



Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will assist you with properly closing your account. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear eddienilsson54528,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Reblz Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Hello kubo,

thank you for informing me.

is there anything I can or should provide to clearify the situation? I understand that it can seem a bit messy at first sight.

To summarise it, I believe there’s been breaches made as there was no authentication for these two deposits. At first they were authenticated (29/06) but as they were cancelled, they require new authentication in order to be withdrawn, which they weren’t.

Reblz made another breach as they credited these deposits to my self-excluded account, which regarding to MGA should not be technically possible under any circumstances. They should have simply been cancelled automatically or returned in full immediately.

Im convinced that these deposits were credited manually to cover up that they were accepted without authentication. The fact that the log shows 4 transactions simultaneously indicates that they were processed manually.

There is no record in the logs that these transactions were made 29/06.

At first there was a record showing these 2 transactions (29/06) as cancelled but the logs were tampered with and they are now completely removed from the log.

Further more, I’ve been able to log in and access the casino in full even though I self-excluded myself both through customer service and through the self-exclude button through their website. I’m still able to log in and take part of commercials to their other online casinos, slots, bonuses and more. This is also a serious breach in terms of responsible gambling guidelines.

My relapse has been far worse because of this situation and I’m currently preparing a lawsuit with my lawyers. Ive also send a complaint to MGA. The only fair outcome regarding to me is that Reblz fully return the net amount deposited to their casino as there been a breach of trust. This makes the previous deposits invalid.

I would however like to give Reblz a chance to seriously reply as I’ve not been able to speak with them directly, and so far only received automated emails.

I wish to see proof that what I’m stating is wrong, these proof should show full log-in records with ip-locations.

full record of strong customer authentications and deposits.

best regards

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eddienilsson54528,

Thank you for your continued engagement. I appreciate your cooperativeness and your willingness to provide additional data that could have assisted in resolving this matter.

Unfortunately, without the cooperation of the casino, there is little more that can be achieved. Despite repeated attempts, we have been unable to establish contact with them. This leaves us with no other option but to close the complaint as unresolved.

I understand this is not a satisfactory outcome. However, please note that unresolved complaints negatively impact the casino’s rating, which can sometimes encourage a change in their approach. Should the casino decide to respond at a later stage, we will reopen the complaint and notify you by email.

I also noticed in your latest message that you have already escalated the issue to the Malta Gaming Authority (MGA). This is indeed a good step, as the regulator has more tools and authority to compel the casino to cooperate. At this point, I can only wish you the best in this process and sincerely hope that the MGA will help resolve the issue to your satisfaction.

I am sorry I could not be of greater assistance on this occasion.

Best regards,

Kubo