ReelsOn Casino - Player faces refusal for self-exclusion.

Estoy experimentando graves problemas con este casino. No me quieren hacer una autoexlusión definitiva por problemas graves de ludopatía. Solo responden con un correo electrónico genérico y por más que contactes con ellos no cierran la cuenta, ni por chat ni por correo electrónico.

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 this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Was the email dated 7 October shown in your screenshot your first request for permanent self-exclusion due to gambling addiction, or had you already made such a request earlier?
• Could you please forward me your original self-exclusion emails, preferably as .eml or .msg files, together with the casino’s replies and any relevant live chat transcripts? Please send them to veronika.f@casino.guru, including the generic response you mentioned and any instructions the casino provided.
• Has the casino restricted your account since you submitted this complaint, or does it still allow deposits and gambling? Please confirm its current status without depositing or placing bets to test it.

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

Best regards

Veronika