ReelsOn Casino - Player's account closure request is delayed.

I can't close my account even though I requested to close it for gambling ADDICITON more than a week ago

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with ReelsOn Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise what communication channels have you utilized to request a self-exclusion?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@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,

Attila

Hi Attila, I have repeatedly asked for closure due to gambling addiction, and I forwarded the entire conversation to your personal email.

I didn't need verification until I requested closure. Besides not protecting me, they continued to send me promotional emails.

I have €400 in active balance.

I REQUEST ACCOUNT CLOSURE WITH BANK TRANSFER OF MY ACTIVE BALANCE + REFUND OF €700 last deposits

I correct my balance is at 0€ now, I ask to close the account and refund the last deposits

The account is now closed, two weeks after the initial request. I'm requesting a refund of all deposits.

Doing a calculation the deposits amount to €1000

News?

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Is Attila still on vacation?

Thank you for your response. Unfortunately, I was unable to locate your original self-exclusion request, I only have your message from July 27 and the casino's subsequent response. Could you please resend your original self-exclusion request? Additionally, if possible, please attach any receipts of deposits made after your self-exclusion request. Thank you for your cooperation.

I'll forward you the whole conversation, but I don't have access to the account to quantify the deposits, but they are €1200

Sent, let me know if you received it

Good morning, could I kindly have some news and know if you have seen the email with the conversation?

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,

Attila

A thousand thanks

Dear Tommi272727,

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

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

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

Dear ReelsOn 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.

Hi Igor,

good luck, they haven't responded to me for weeks.

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.

Igor, have you received any emails from the Casino?

I sent everything, I asked how much the refund is because it's not written.

I asked for the refund to be done today

Dear Tommi272727,

Thank you very much for your updates as well as your emails.

Dear ReelsOn Casino,

According to the information provided by the player, the refund was approved on your side.

Could you please provide further information, such as the amount of the refund? Thank you for your cooperation.