ReelsOn Casino - El jugador se enfrenta a una denegación de su solicitud de autoexclusión.

I'm experiencing serious problems with this casino. They refuse to permanently self-exclude me due to severe gambling addiction. They only respond with a generic email, and no matter how many times I contact them, they won't close my account, neither via chat nor email.

Estoy experimentando graves problemas con este casino. No me quieren hacer una autoexlusión definitiva por problemas graves de ludopatía. Solo responden con un correo electrónico genérico y por más que contactes con ellos no cierran la cuenta, ni por chat ni por correo electrónico.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Was the email dated 7 October shown in your screenshot your first request for permanent self-exclusion due to gambling addiction, or had you already made such a request earlier?
• Could you please forward me your original self-exclusion emails, preferably as .eml or .msg files, together with the casino’s replies and any relevant live chat transcripts? Please send them to veronika.f@casino.guru, including the generic response you mentioned and any instructions the casino provided.
• Has the casino restricted your account since you submitted this complaint, or does it still allow deposits and gambling? Please confirm its current status without depositing or placing bets to test it.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello! They allow me to continue making deposits despite knowing about my problem. They even send advertisements to encourage me to play.

Hola! Permite que siga haciendo depósitos a sabiendas del problema que tengo. Incluso mandan publicidad para jugar.

They wouldn't close my account; they gave me all sorts of excuses. They let me keep depositing hundreds of euros. I went to withdraw €300 (the first withdrawal I requested), and 30 minutes later they closed my account with the withdrawal still active plus about €10 in my balance (I don't have access to the account). I'm providing all the screenshots.

No me cerraban la cuenta, me ponían todo tipo de excusas. Me dejaron seguir ingresando cientos de euros. Fui a retirar 300€ ( el primer retiro que pedía ) y a los 30 minutos me cerraron la cuenta con el retiro activo más unos 10€ aprox de saldo ( no tengo acceso a la cuenta ). Aporto todas las imágenes.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gasol,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika