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.

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.

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cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, can still be withdrawn manually upon request through the casino's customer support channels.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.