The player from Germany attempted to close her casino account after previously requesting self-exclusion due to gambling addiction. Although her account had been closed initially, it reopened without her consent, leading to further deposits of over €1,800. She faced delays in closing her account again, as she was not receiving a response from the VIP manager. We asked her for the exact closure date, account details, and email threads to verify whether the self-exclusion had been properly enforced, but she did not reply. As a result, we were unable to continue the investigation, and the complaint was closed for now due to lack of response.
ReelsOn Casino - Player’s account remains open despite self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €1,853
ReelsOn Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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3 weeks ago
Translation
Hello, the casino simply won't close my account.
In April, I requested self-exclusion via live chat due to gambling addiction (as stated in the terms and conditions). My account was immediately closed. (See screenshots.)
A few weeks later I received emails again and my account was suddenly open again.
Naturally, due to my gambling addiction, I deposited more money. Over €1,800 in total.
Now I'm trying to close my account again, but in the live chat I'm told that only the VIP manager can do it and that I have to send an email. That's complete nonsense when I've self-excluded due to gambling addiction. They need to take immediate action. My account shouldn't just be reopened!
Okay, so I wrote an email to the VIP manager. And what happened???? NOTHING!!
I'm just being strung along. I haven't received a reply to my last email. My account is still open.
All screenshots are attached.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear milasun,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.
I have read the casino's T&C's to find out their rules for self-exclusion:
Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.
To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@reelson.com
To better understand the situation, please answer the following questions.
- Could you please give the exact date when your account was initially closed?
- Were you able to log into the same account, or did you create a new account afterward?
- Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
- Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.
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,
Jean
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2 weeks ago
Dear milasun,
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.
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1 week ago
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,
Jean
Casino.Guru
