The player from Italy requests a withdrawal of €1,000, which is cancelled without notification due to a supposed technical issue. After attempting to withdraw the amount again, he finds only €250 left in his balance, as the casino claims he used a bonus to achieve his winnings.
ReelsOn Casino - Player’s withdrawal has been delayed and funds reduced.
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6d 22h 37m 52s
ReelsOn Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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1 week ago
Translation
Hello, I'm writing to you with a complaint. A week ago, I requested a withdrawal of €1,000 and I want to clarify that I managed to win €1,000 by playing only with my deposited money, without using any bonuses! Initially I had reached about €500.. asking for a withdrawal.. then I cancelled the withdrawal and played again until I reached €1,000.. I requested a withdrawal again and after 3 days the withdrawal was cancelled (without receiving any communication via email).. I immediately contacted support asking for explanations and in chat they replied that there had been a "technical problem" and they wrote to me to request the withdrawal again.. so I immediately requested the withdrawal of €1,000 again and after another 3 days I noticed today that on my balance there were only €250 and therefore my withdrawal of €1,000 had been cancelled again and therefore those €1,000 have magically become only €250!!!🤬🤬🤬 I immediately contacted them in chat a few hours ago and they replied that my withdrawal of €1,000 had been cancelled because they claim that I used a bonus to win those €1,000 when in fact I actually received that money I won with all my deposits. Attached are screenshots of their response. I hope you can help!
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1 week 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 week ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ReelsOn Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Could you please share a screenshot of the relevant deposits, payout requests, and bonuses that are found in the casino's records?
- Have you asked the casino for your game history, where your gameplay, evolution of your balance, and activity surrounding your bonuses are recorded?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 week ago
TranslationHi Tomas.
- Yes I have access to my account;
- Now I asked the operator in chat for my complete game history, that is, where my games are recorded, the evolution of my balance, and the activities related to my bonuses.
Edited
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5 days ago
TranslationHi Tomas... as you can see, the VIP manager at Reelson Casino has been sending me emails these days with communications, and I'm always including your email address in my replies so you can keep up with the updates.
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1 hour ago
Thanks for the updates.
Have you received the relevant details from the casino?
Are any of the details already available to you when you check your player's profile after you log in to your casino account?
Would you be able to share with me any information to review in the meantime?
Send the information to my email at tomas@casino.guru
