Reels.io Casino - Player believes that their withdrawal has been delayed.

I would like to file a complaint regarding a very confusing and inconsistent bonus and withdrawal situation at Reels.io.

I received a no-deposit bonus and completed all wagering requirements successfully. After that, I requested a withdrawal of approximately 600 USDT. My account was fully verified through Sumsub and I received confirmation emails that my verification was approved.

However, my withdrawal remained pending for 12 days. During this time, support repeatedly gave me inconsistent and contradictory information:

first that my withdrawal was under additional review,

then that the process had been accelerated,

then that I needed to make a deposit first,

then that there were no withdrawal restrictions,

and finally that my withdrawal was limited to 50 USDT because of rule 32.8.4.

The main issue is that the specific bonus page displayed an infinity symbol (∞) for the maximum withdrawal amount.

The general bonus terms state: "The maximum amount that can be withdrawn from a no-deposit bonus is limited to 10x the bonus amount or 50 USDT, unless otherwise specified."

Because the specific bonus itself appeared to show unlimited maximum withdrawal (∞), I reasonably understood this as "otherwise specified."

Furthermore, instead of automatically adjusting the balance to the permitted amount, the casino:

rejected the withdrawal without explanation,

returned the full amount to my casino balance,

and provided no clear reason in the rejection email.

Even now, support says the matter is still under review by management.

I believe the bonus presentation and communication were misleading and inconsistent, and I would appreciate an independent review of whether the bonus terms were applied fairly and transparently in this case.

I attached a photo of my no deposit bonus information regarding this case and another photo of another bonus where it cleary says -> x10

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Robinson93,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I would like to clarify that my issue is no longer only about the withdrawal delay itself.

The casino has now reduced my balance from over 600 USDT to 50 USDT based on their interpretation of the bonus terms, and I have received approximately 45 USDT after fees.

However, my complaint is about the confusing and contradictory presentation of the bonus conditions.

The general terms state that the maximum withdrawal from a no-deposit bonus is limited to 10x the bonus amount or 50 USDT, unless otherwise specified.

But on the specific bonus page, the maximum withdrawal section displayed an infinity symbol (∞), which reasonably gave the impression that this particular bonus had no such strict limit or was "otherwise specified."

Additionally:

support agents provided inconsistent explanations during 12 days of waiting,

and my withdrawal was initially rejected without any clear explanation.

I fully understand that casinos may apply bonus limitations, but in this case the presentation and communication were highly misleading and contradictory.

I have screenshots of:

the infinity symbol shown in the bonus details,

the bonus terms,

and the support conversations.

I would therefore appreciate a review of whether the bonus terms were applied transparently and fairly in this case.

Dear Robinson93,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Kristina,

Thank you for your reply.

Yes, I have now received the withdrawal. However, the casino reduced my balance from over 600 USDT to 50 USDT based on their interpretation of the bonus terms, and after fees I received approximately 45 USDT.

My complaint is therefore no longer about the withdrawal delay itself, but about the confusing and contradictory presentation of the bonus conditions.

The general terms state that the maximum withdrawal from a no-deposit bonus is limited unless otherwise specified. However, on the specific bonus page, the maximum withdrawal section displayed an infinity symbol (∞), which reasonably gave the impression that this bonus had no strict withdrawal cap or was "otherwise specified."

I have screenshots of the bonus page, the infinity symbol, the support conversations, and the terms.

I would appreciate if the complaint could continue as a dispute regarding the transparency and interpretation of the bonus terms rather than only the withdrawal delay.

Kind regards

Dear Robinson93,

Thank you for your detailed explanation and clarification of the situation.

In order for us to review the matter properly, could you please send me:

• screenshots of the specific no-deposit bonus and the infinity symbol (∞) you mentioned,
• a direct link to the bonus offer/page you used, if still available,
• any additional information or screenshots related to the no-deposit bonus terms,
• and your communication with the casino regarding the reduction of your balance and withdrawal limitation.

You may upload the screenshots directly here in the complaint thread or send everything to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

I have just sent you an email with screenshots I have.

Dear Robinson93,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Robinson93,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Reels.io Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Reels.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Reels.io Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.