Reels.io Casino - Player’s winnings have been confiscated.

I am filing this formal complaint against Reels.io regarding the unjust confiscation of my 7,000€ winnings.

I registered my account using a temporary email address for privacy reasons, a choice influenced by the casino’s own marketing of a 'No-KYC' environment. When I reached a high balance and attempted to withdraw, I realized the temporary email had been deactivated.

I immediately contacted support to resolve this and offered full cooperation to prove my identity. It is crucial to note that I have already provided Reels.io with my official National ID card and completed a facial/biometric verification through their platform. My legal identity matches the account owner's profile perfectly.

However, the casino (agents 'Yana' and 'Gregory') has closed my account and declared their decision 'final', stating that because I cannot verify the deactivated registration email, my 7,000€ balance is forfeited.

This is a predatory and abusive practice. A technicality regarding an email provider should never be grounds for confiscating legitimate funds, especially when the casino already holds my official identification documents and biometric data. I am a verified, legitimate player, and I am being denied my funds in bad faith. I request the mediation of CasinoGuru to allow me to update my contact information and withdraw my balance.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Reels.io

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

• Have you filled out your player's profile with accurate personal information?
• Were you able to submit any documents to prove your identity and payment information to the casino's KYC department?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Make sure the information about the sender and recipient is included. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas