The player from Germany attempts to close her casino account after previously requesting self-exclusion due to gambling addiction. Although her account was closed initially, it reopened without her consent, leading to further deposits of over €1,800. She faces delays in closing her account again, as she's not receiving a response from the VIP manager.
ReelsOn Casino - Player’s account remains open despite self-exclusion request.
Opened
Current status
Waiting for player to reply
6d 22h 54m 12s
ReelsOn Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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Public
19 hours 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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1 hour 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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1 hour 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
