ReelsOn Casino - general discussion

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ReelsOn Casino is currently refusing to process my 400 AUD cashout by trapping me in an endless, bad-faith verification loop.

​I have fully complied with every shifting requirement they’ve thrown at me, only to be met with deliberate stalling tactics to avoid paying out my 400 AUD balance. Avoid playing here if you expect legitimate withdrawals to be honored.

ReelsOn Casino is refusing to process my 400 AUD cashout by trapping me in a deliberate, bad-faith verification loop with requirements that are physically impossible to fulfill.

​The Moving Goalposts: After forcing me through shifting demands—from physical card photos to digital card browser screenshots—I provided clear, high-resolution images of my primary card (ending in 8419) captured via a secondary device to bypass my banking app's security restrictions.

​Broken Commitments: Support agents previously promised a strict 2-hour review window and claimed they would provide a clear explanation for any rejections. That deadline passed with zero explanation, followed only by generic automated demands to re-upload.

​The Impossible Trap: Support has now completely changed the requirements again, suddenly demanding physical photos of an entirely different card (ending in 9182). This card is purely digital, meaning there is no physical plastic card in existence to photograph.

​I have fully complied with every technical hurdle and verification demand within my power, only to be met with impossible requirements and shifting rules designed solely to withhold my 400 AUD payout.

Hello, that sounds like very frustrating card verification indeed and I get you could use some help passing that through. In light of that, I appreciate you lodging the complaint against the casino, as it is the most direct support we can offer to players. This one seems to be a fresh casino, amd who knows, maybe the process is not well organized,...

Casinos usually start with all those requirements to make sure you have all used cards on your own possessions, which is not very cool for the player but mostly necessary for the casino, as far as I know. So we are always recommending patient cooperation, in some way or another, no matter how weird or pointless it may seem. I hope the verification goes well.

You know any good online casinos???

did you end up getting your withdrawal cause I’m having the same issue right now

Is ReelsOn a scam online casino site

its Not real people who are getting back to you. It is all bots. Even their emails

I’m sorry to hear that when you need help, you seem to be getting mostly generic answers.

Could you tell me a bit more about what exactly happens when you contact the casino, whether through live chat or email?

Every live chat communication is the same message without actual problem solving. The email messages are the same. No one addressing the refund request or closing my account.

Regarding your recent request, I can confirm that your account has now been successfully closed.

I’m sorry to hear about your recent situation, and I sincerely hope that you feel better soon. Please take care of yourself, and I wish you all the very best moving forward.

Thank you for your time and understanding.

Take care and all the best. 🤝

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Warm regards,

Matthew

VIP Manager

my refund request was not acknowledged. And my account is STILL OPEN. I can still make deposits

Alright, and what was the reason you wanted your account closed in the first place? When did you first contact the casino about closing it, and what reason did you give them for the request?

A player isn’t automatically entitled to a refund in every account-closure situation, which is why I’m asking about these details.

Of course, if the casino told you that your account had been closed when in reality it was still accessible, that does raise a red flag from a responsible gambling perspective, especially depending on the reason you originally gave them for wanting the account closed.

I wanted my account closed because I am a vulnerable gambler.

‘Please self exclude my account indefinitely effective immediately due to my gambling addiction’

this was sent Friday August 21st morning at 10am. And since then my account has remained open. I sent several more emails and live chat requests. All went ignored.

when they did finally get back to me 5 days later, I was told my account was closed without addressing the issue of my refund.

I went to check if my account was actually closed and it was still open and I was still able to get to the deposit confirmation. I took a screen recording of being able to access.

please let me know what other documentations and correspondence you need for me to pursue my refund.

Thank you

Alright. From this point of view, I think the casino should have reacted much sooner than after five days.

If they told you that your account had been closed, but in reality you were still able to access it, then that certainly doesn’t seem like the situation was handled very effectively.

Since you already have an open complaint with us, I’d focus mainly on that now. Please provide our complaint team with anything they ask for, as they’re the ones who will need the relevant information and evidence to investigate the case. There’s no need to send all of it to me here on the forum as well.

If anything new happens or you receive another update from the casino, feel free to let us know. Hopefully, the complaint process will clarify what happened and the situation can be resolved properly.

I am still waiting on a response from them.