ReelsOn Casino

Public

jambam85

Bronze

Canada

Public

3 weeks ago

FORMAL COMPLAINT – REELSON CASINO

Subject: Failure to Act on Repeated Account Closure Request and Responsible Gaming Concerns

I am submitting this complaint regarding Reelson Casino’s failure to act on my repeated requests to permanently close my account due to responsible-gaming concerns.

For the past two days, I have repeatedly and clearly requested that my Reelson Casino account be closed. I have contacted Reelson through live chat on multiple occasions and have sent more than 15 separate emails requesting that my account be closed.

Every time I have contacted live chat, I have been told that I must send an email to request the closure. I have followed those instructions repeatedly. Despite this, my account remains open and I have received no meaningful response confirming that my request has been processed.

This is particularly concerning because my request is not simply a routine account closure. I have been actively trying to remove my access to gambling because I recognize that I need the account closed.

Instead of being protected from further gambling, I have remained able to access the account, deposit funds and play.

As a result of Reelson’s failure to act on my repeated closure requests, I have spent more than $1,500 at the casino during this period.

I want to make it absolutely clear that I did not simply decide after gambling that I wanted my account closed. I proactively contacted Reelson and repeatedly asked them to close the account. I made more than 15 attempts by email and additional requests through live chat, yet the account has remained accessible.

This is extremely concerning from a responsible-gaming perspective.

Reelson’s own Responsible Gaming information states that self-exclusion immediately disables a player’s account and prevents fiat currency deposits while the exclusion is active. It also states that players can contact Reelson through Live Chat or email to establish responsible-gaming limits.

I therefore followed the channels Reelson itself provides for responsible-gaming assistance, yet my account was not closed.

I am requesting that this matter be formally investigated and that Reelson provide:

A complete record of my account activity and deposits during the period beginning with my first account-closure/self-exclusion request.

A record of every email and live-chat request I made regarding account closure.

The dates and times those requests were received and/or accessed.

An explanation as to why my account remained open after I repeatedly requested closure.

An explanation as to why I was repeatedly directed to email support when I had already sent more than 15 emails and received no response.

Confirmation of when my account was actually disabled and permanently closed.

A review of the deposits and gambling activity that occurred after my first clear request for account closure.

Consideration of reimbursement of the funds deposited and lost after my responsible-gaming/account-closure request was made and while Reelson failed to act on it.

I am preserving all emails, screenshots, live-chat conversations, timestamps and account activity as evidence of my attempts to have the account closed.

I also want it placed on record that I sought help from Reelson before continuing to gamble. I repeatedly attempted to remove my own access to the account. The fact that I was still able to deposit and gamble after making those requests is precisely why I am raising this complaint.

I am asking for this matter to be treated as a responsible-gaming and self-exclusion failure, rather than as a routine customer-service complaint.

I expect Reelson to review the complete communication history and account activity and provide a substantive response addressing why my repeated requests were not acted upon.

I am prepared to provide the complete email chain, screenshots of the live chats, account transaction history and any other documentation required to establish the timeline.

I made repeated attempts to stop myself from gambling. Reelson had multiple opportunities to act on those requests and did not.

I am requesting that this matter be investigated accordingly and that appropriate consideration be given to the losses incurred after my account-closure request was made.