Reel Fortune Casino - Player's account is closed after multiple requests to self-exclude.

I asked the chat agents about 1,000 times to close my account because I had a gambling problem and they refused every time. There is an option to self exclude o the site which they have disabled. You can select you want to close your account and that you have a gambling problem but you can’t click execute. It doesn’t do anything. The amount I put in disputed is lowballing how much I lost from the time I requested self exclusion. The first email I can find is from October 3rd but I know there was emails before then and know for a fact I told the chat agents before that. I would ask to have my account closed and they would say I needed to email support. When I told them I emailed support but for no response they said they didn’t get the email. Today I mentioned an email sent last night and how if it was honored it would have saved me $800 today and asked who owned the casino. Was asked if I wanted to invest and said no it was for legal reasons. The agent then said since you emailed to close your account last night I have to close it. I had argued on previous days asking to close my account saying I sent an email and was told no I didn’t. They wouldn’t close my account. Today they closed it after I lost $800 more after last nights email and was also owed cashback from my losses. The agent then closed the chat after calling me a liar. This place literally wouldn’t close my account after I told them so many times about my gambling problems and emailed the support team. They simply ignored me and gave me promo packs with free spins and chips. This place should be shut down. They prey on peoples weakness and exploit them. Then they tell them they are liars when I have the emails to prove it.

Dear jeffzarzeck77,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

WHAT IS SELF-EXCLUSION?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@ReelFortuneCaino.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.

Could you please forward me all the self-exclusion requests you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello,

I have sent several emails to your email address where I either emailed them to close my account or it was a message I received in my email from their chat asking to close my account. The one chat message the agent responds they will close my account but it went another 2 weeks without any action being taken by them. It wasn’t until I asked who owned the site and the agent asked if I wanted to invest in it and I responded no that it was for a legal matter that my account was closed. I told the agent that they owed me cash back reward still and that I requested it closed weeks prior and nothing was done and she just out right lied and said I never did. She then disabled my chat not allowing me to message her anymore.

Thank you for your reply, jeffzarzeck77. I see that in one of your conversations with the casino, you stated that you were dissatisfied you didn't receive any bonus rounds and that was why you wanted to close your account. Then you sent a few emails, but only one email containing information about your gambling problem was sent to the correct email address (support@reelfortunecasino.com), which was on October 17.

Could you please clarify when exactly was your account closed?

My account wasn't closed until October 18th. That was the day I asked about ownership. I believe if I hadn't asked about ownership it would have remained opened as there were chat discussions where I asked why my account was still opened and I was advised to email. After I told them I had emailed into the support email address I was told they either didn't get it or was given a perks package of free spins on different games. My account was closed on the 18th after I made 3 deposits on the 17th and two more on the 18th. That total was $1,500 in deposits I made.

I must emphasize that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded—gambling problem, which is the most important for us. Requesting bonuses should never be a means to close your account.

Furthermore, we believe that your account was closed in a reasonable time frame (within a day) after you informed the casino about your gambling problem. I am sorry, but I don't see any reason to request a refund, nor are we able to confront or penalize the casino under these circumstances.

I am afraid that at this point, there is nothing we can assist with. Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.