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.

If anything seems suspicious, contact us directly.

Stay safe.

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

Hello Tomas!

Thank you for taking my case. Here are the answers to your questions:

1. Personal Information: Yes, my player profile was filled with my correct personal details (Full Name and Date of Birth), matching my official ID.

2. KYC Documents: Before the account was frozen, I had already completed the facial/biometric verification and uploaded my National ID card through the casino's platform. After the email issue arose, I explicitly offered to resubmit all documents via email for manual verification, but the casino's administration refused to review them, stating their decision was 'final'.

3. Games played: I accumulated my balance mainly playing Sweet Bonanza 1000.

4. Bonus: No, I reached my current balance using my own deposited funds (Real Money). No active bonus was involved in these winnings.

5. Communication: I will immediately forward the email transcripts from the support agents (Gregory and Yana) to your email (tomas@casino.guru).

I am acting in total good faith and I am ready to provide any additional proof of identity you or the casino might require to resolve this and recover my 7,000€ balance.

Best regards,

Samuel

Dear Samuel235543,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Reels Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Reels Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 User,

Thank you for reaching out regarding your concern. To assist you further and help resolve the situation, could you please provide us with your email address so we can review your case in detail?

We look forward to your response and will do our best to support you.

Thank you, Reels Casino, for providing the information.

Dear User,

After carefully reviewing the details provided by the casino, we regret to inform you that we must decline your complaint. It has come to our attention that there has been a lack of cooperation on your part with the casino, along with the revelation that multiple rule violations have occurred, particularly regarding the prohibition of multiple accounts.

Please understand that when such violations are identified, it is difficult for us to support our users, as these actions are typically not permitted in most online casinos.

Thank you for your understanding.

Respectfully,

Romi