ReelsOn Casino - Das Spielerkonto bleibt trotz Selbstausschlussantrags geöffnet.

Hello, the casino simply won't close my account.

In April, I requested self-exclusion via live chat due to gambling addiction (as stated in the terms and conditions). My account was immediately closed. (See screenshots.)

A few weeks later I received emails again and my account was suddenly open again.

Naturally, due to my gambling addiction, I deposited more money. Over €1,800 in total.

Now I'm trying to close my account again, but in the live chat I'm told that only the VIP manager can do it and that I have to send an email. That's complete nonsense when I've self-excluded due to gambling addiction. They need to take immediate action. My account shouldn't just be reopened!

Okay, so I wrote an email to the VIP manager. And what happened???? NOTHING!!

I'm just being strung along. I haven't received a reply to my last email. My account is still open.

All screenshots are attached.

Hallo, das Casino will mein Konto einfach nicht schließen.

Ich habe im April via livechat einen Selbstausschluss wegen spielsucht beantragt. (So wie in den AGB's angegeben) Mein Konto wurde darauf sofort geschlossen. (sh. Screenshots)

Ein paar Wochen später habe ich wieder Emails erhalten und mein Konto war plötzlich wieder offen.

Da habe ich dann natürlich aufgrund meiner Spielsucht wieder Geld eingezahlt. Insgesamt über 1.800 Euro.

Nun versuche ich erneut mein Konto zu schließen aber im livechat wird mir gesagt, dass es nur der VIP Manager kann und ich eine Mail schreiben muss. Völliger Schwachsinn bei einem selbstausschluss wegen Spielsucht. Da muss sofort gehandelt werden. Mein Konto dürfte auch nicht einfach wiedereröffnet werden!!

Gut also habe ich eine Mail zum VIP Manager geschrieben. Und was passiert???? NICHTS!!

Ich werde nur hingehalten. Auf meine letzte E-Mail, erhalte ich keine Antwort mehr. Mein Konto ist immernoch offen.

Anbei alle Screenshots.

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Dear milasun,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

I have read the casino's T&C's to find out their rules for self-exclusion:

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.

To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@reelson.com

To better understand the situation, please answer the following questions.

• Could you please give the exact date when your account was initially closed?
• Were you able to log into the same account, or did you create a new account afterward?
• Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

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,

Jean

Dear milasun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru