ReelsOn Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

Despite numerous email requests clearly requesting self-exclusion and the permanent closure of my gaming account due to serious gambling addiction, my account has never been closed and is still active.

I am asking for a refund of the money I lost.

Nonostante numerose richieste inviate via e-mail dove ho chiaramentente richiesto l'autoesclusione e la chiusura definitiva del mio conto gioco per gravi problemi di ludopatia (dipendenza dal gioco d'azzardo), il mio conto non è mai stato chiuso, attualmente è ancora attivo.

Chiedo il rimborso dei soldi persi.

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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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Reelson.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues for the first time? Please share the information with the sender's email visible, to my email at tomas@casino.guru
• When was the first time you informed the casino of your gambling issues, and when was the last time the casino responded to you regarding any of the requests you sent?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

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

Dear Tomas,

I confirm that I just sent a detailed email with the exact chronology of events, as you requested. I am ready to send all the remaining documentation not included in the email.

Thank you very much for your support.

Gentile Tomas,

Le confermo di aver appena inviato una e-mail dettagliata con tutta la cronologia esatta dei fatti, come da lei richiesto. Sono pronto a inviare tutto il resto della documentazione non inviata nell'e-mail.

La ringrazio molto per il supporto.

Hi Tomas,

I have sent you a second email to your address to rectify the total refund amount I am requesting and to provide you with evidence of promotional emails being sent by ReelsOn to prove that, even today, ReelsOn casino continues to send me emails inviting me to play and spend more money, completely ignoring my request for help and account closure.

Ciao Tomas,

ti ho inviato una seconda e-mail al tuo indirizzo per rettificare l'importo totale del rimborso che sto chiedendo e per fornirti le prove dell'invio di e-mail promozionali da parte di ReelsOn a dimostrazione che, ancora oggi, il casinò ReelsOn continua a inviarmi e-mail che mi invitano a giocare e a spendere altri soldi, ignorando del tutto la mia richiesta di aiuto e di chiusura del conto.

Dear EDBERG1919,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you, I'll wait.

Grazie, rimango in attesa.

Dear EDBERG1919

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from ReelsOn Casino to join this discussion and provide their comments regarding the matter.

Dear ReelsOn Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Dear EDBERG1919,

Thank you for bringing this matter to our attention.

We would like to confirm that your ReelsOn account has been closed. Your request has been forwarded to the relevant department and will be reviewed and processed as soon as possible.

We will be in touch with you shortly regarding this matter and will provide you with further information once available.

Thank you for your patience and understanding.

Kind regards,

ReelsOn Casino Team

ReelsOn Casino

Thank you for closing the player’s account. I also appreciate your efforts in forwarding the refund request to the appropriate department. I look forward to your update following their review. Thank you for your cooperation and support.

Good evening, just to confirm that my gaming account has finally been closed. Thank you.

Buonasera, solo per confermare che il mio conto gioco è stato finalmente chiuso. Grazie

EDBERG1919

Thank you for the update. I am glad. We shall await the casino's decision regarding your request for a refund.