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

I've been trying to close my account permanently because im having a gambling problem. ive sent them multiple emails but they dont respond.

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Dear Redfox2692,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-Exclusion Limit. You can set a self-exclusion limit for a specific period (6 months, 9 months, 1 year) or indefinitely. Once activated, your player account will be immediately disabled, and you will be excluded from all promotions for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, any remaining balance, including successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, can still be withdrawn manually upon request through the casino's customer support channels. Any remaining funds will be paid according to the casino's limits. Please note that active self-exclusion does not exempt you from the verification procedure if the casino requires it to process funds.

To set the limits, please follow the provided link or alternatively contact the casino via Live Chat or at support@reelson.com."

To better understand your case, could you please clarify a few points?

• Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Redfox2692,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru