Reels.io Casino – generel debat

Hvis du vil diskutere noget i relation til Reels.io Casino – det kan være spil, bonusser, betalingsmetoder, problemer med din konto, ansvarligt spil og alt muligt andet – kan du gøre det her.

This casino games are fake and casinoguru says this casino has AOFA license and this license has no complaints procedure and there is no communication at all from the licensee.

Dear casinoguru

please stop making false reports about casinos license and if you are saying license details, did you check their license is valid or not? If you did you are liable for players money. Please answer about my questions.

Hello,

I understand the frustration, but several points here need to be clarified so the discussion stays factual.

Claims that casino games are "fake" are very serious. Without verifiable evidence, this remains an opinion, not a proven fact.

Regarding the license: Casino Guru reports licensing information based on publicly available sources. At the same time, we repeatedly state on the forum that licenses like AOFA offer very limited player protection and often no effective complaint handling. A license itself is not presented as a guarantee of safety.

Casino Guru does not operate casinos, does not process payments, and is not responsible for players’ funds. Our role is to provide information, reviews based on a defined methodology, and mediation through the complaint process when possible.

If you have a specific issue (for example a payment delay, account restriction, or misleading information), please describe it clearly. General accusations do not help other players understand the situation or move the discussion forward.

No matter the license, though, Casino Guru warns players not to play there:

"Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index."

https://casino.guru/reels-io-casino-review#tab=js-tab-reputation

It is a risky site.

Hi

There is hundreds of casino have AOFA License so all of them is risky are you saying? Because I have seen complaints against this licensee nobody got a single response from their regulator. Could you please able to make a reminder about this regulation in your website for players protection because we need some safety from casinoguru as well. I can see lots of players have complaints against this jurisdiction and nobody is willing to help them even though casinoguru involves casinos are the final choice to take a decision to pay to the players or not. In fact these casinos follysome kind of fake license practices why does they have been advertised in casinoguru websites for recommendations casinos? You said it’s risky site but never mention in casino reviews about this?

Hi. Let me post a quick summary regarding AOFA and its "complaint resolution system" because it is very frequently the subject of misinterpretations. (My apologies for the long text, but it is useful to summarize all the context here):

Why doesn’t the Anjouan regulator respond to player complaints?

Casinos licensed under the Anjouan Gaming License are required to have their own internal complaint-handling process.

However, the regulator itself does not act as a dispute resolution authority and does not investigate individual player complaints.

In practice, this means:

The regulator does not communicate directly with players about specific disputes

It does not issue decisions, enforce payouts, or arbitrate conflicts

Contacting the regulator directly usually does not result in a personal reply

What does "ADR" mean under an Anjouan license?

Anjouan-licensed casinos are required to offer Alternative Dispute Resolution (ADR) after the casino’s internal complaint process (usually after 30 days).

Important to understand:

The regulator does not provide or operate an ADR service

There is no official list of approved ADR providers

The ADR process is typically defined by the casino itself

The regulator does not actively supervise or enforce ADR outcomes

As a result, ADR under this license is often procedural rather than enforceable.

This is why players often do not receive direct responses from the regulator and why dispute escalation under this license has limited practical effect.

Casino Guru, as well as AskGamblers for example, both work as independent mediator services. Consider these services as Alternative Dispute Resolution (ADR) mechanisms that are not initiated by the operators or regulators.

From that perspective, because we have our standardized ADR process through which we communicate with those casinos, aiming to resolve players' complaints, it allows us to monitor how casinos treat players' issues submitted through our website (even though we monitor other channels too), and hence we can adjust their rating based on proven practices.

In practical terms, a Higher Safety Index indicates that we are more likely to resolve disputes due to our experience and familiarity with the operator's practices.

Lower Satefy Index means that we ahve documentated unfair practices used against palyers and hance the Safety reating is lower. Serve as a warning.

Such an approach also allows classifying the casinos as either recommendable or unrecommendable based on their actual, not theoretical, qualities. Offshore licenses alone, these days, provide almost no direct support for the players; therefore, the situation calls for different systems.

I'll gladly dive deeper if you are interested.

Hi

so anjouan never handle cases individually? Then there is no point in playing this casinos and casinoguru and ask gamblers have tons of cases unsolved because of this licenses. We need some kind of protection for playing this licences. I hope casinoguru does the job fairly.

Hi,

Ajouan, in his current state, does not investigate matters or get directly involved. This license oversees the other party's action, or at least claims it does. Practically there is no direct involvement. Simply put, the way I understand it, they check whether the casino used ADR or maybe whether the player found it to help him out. Casino Guru fits the ADR description.

Kære Reels.io-team,

Jeg indgiver hermed en formel klage mod jeres virksomhed.

Jeg fik min spillerkonto hos Reels.io lukket før den 8. januar, specifikt på grund af ludomani.

Trods denne klare beslutning om selvudelukkelse blev jeg efterfølgende kontaktet flere gange af jeres såkaldte VIP-manager via e-mail og WhatsApp.

Disse beskeder opfordrede mig aktivt til at spille igen, herunder gennem annonceringen af ​​bonusser og personlige tilbud.

Desuden blev min konto, som tidligere havde været blokeret på grund af ludomani, genaktiveret af jeres virksomhed.

Som følge af denne fornyede kontakt og genaktivering af min konto, kunne jeg spille igen og indbetale i alt mere end 5.000 EUR.

Lad mig gøre dette klart:

– Jeg havde specifikt lukket min konto på grund af ludomani.

– Aktiv kontakt fra dit VIP-team er ikke forenelig med principperne for ansvarligt spil.

– Genaktivering af min konto efter selvudelukkelse udgør en alvorlig overtrædelse af principperne for spillerbeskyttelse.

CASINOGURU er allerede blevet informeret.

Jeg anmoder hermed om, at I fuldt ud refunderer mig de indbetalinger, der er foretaget efter genaktiveringen af ​​min konto, hvilket beløber sig til over 5.000 EUR.

Jeg kan fremvise bevis for alle betalinger, datoer for indbetalinger og kontakt fra din VIP-manager via e-mail og WhatsApp efter anmodning.

Jeg forventer en rettidig og specifik udtalelse om denne sag.

Med venlig hilsen

Dear casinoguru

you guys had been rejected my review against reels casino and now you can see another player have the same pattern like mine. This casino vip manager keeps on targeting vulnerable people to make money especially who is being addicted to gambling bad. You guys still support this casino for what grounds?

Jeg kan bekræfte dette, da jeg havde en meget lignende oplevelse med Reels Casino.

I mit tilfælde var min konto også tidligere lukket på grund af ludomani.

Ikke desto mindre blev jeg efterfølgende aktivt kontaktet af en VIP-medarbejder via e-mail (og andre kanaler) og opfordret til at spille igen.

Min tidligere blokerede konto blev genaktiveret, og jeg kunne derefter foretage en ny indbetaling.

Fra mit synspunkt tyder dette på, at det ikke er en isoleret hændelse, men en tilbagevendende praksis, der er yderst problematisk, i hvert fald med hensyn til ansvarligt spil.

Jeg håber derfor også, at dette forhold vil blive taget i betragtning under behandlingen af ​​klagen.

Hello, I'm not sure whether you know that, but the casino won't read this post very likely. However, the complaint is active, and based on the low Safety Index, I guess we shall see whether it makes any difference and what the casino adds to the situation.

Hello, the explanation was provided by email. The casino also addressed the review prior to its retroactive rejection.

"Hello ajas1318, thank you for your feedback.

We have carefully reviewed your case and would like to clarify the situation. Both of your withdrawal requests were cancelled by you: the first after approximately 5 minutes and the second after about one hour. Our standard withdrawal timeframe is up to 24 hours, and you were advised not to continue playing until the withdrawal was completed to ensure the process could be finalized smoothly. We also note that you stated your intention to take a break from playing for several months and return afterwards. This confirms that your request was not related to Responsible Gaming tools, but rather to the withdrawal process itself. As our support team explained, an account can only be closed once the withdrawal has been completed. We further confirm that the goodwill cash bonus was issued upon your request, not at the initiative of the casino. Throughout this process, we acted strictly in accordance with our terms and did not prevent the closure of your account. The process was interrupted on your side when you cancelled the withdrawals and continued using the product. If you require any further assistance, our team remains available to help."

I understand you see things differently; hence, I suggest you challenge the casino through the complaint process. It is free and gives space for presenting your proofs.

Hi

this casino vip manager keeps on offering bonuses when I was trying to close my account. My withdrawal was kept delayed few times for no reason that’s one of the reasons I don’t want to play here and sent closure request but they didn’t want to close my account. Finally my account was closed by third attempt and they are not following any response gaming rules. They are doing like this to other players too.

Det samme sker for mig. ✌🏼

If you need help with something at the casino, you can file a complaint as Radka said. Delayed withdrawals are not entirely acceptable, but they often happen at various casinos. On the other hand, I read what Radka wrote, and from what I saw there, you canceled your withdrawals. If you still have money there and can't withdraw it, we are here to help you.

Hey Hey,

I am waiting 3 days for my withdrawal now. I got fully KYC.

It was a no deposit bonus without max cashout. I withdrawaled 540 USD. The support just gives typical copy and paste answers.

Is this normal?

What payment method did you use, actually?

Please tell us what exactly they wrote you regarding the withdrawal.

Jeg brugte Tether ERC20 Crypto.

Det er nu fjerde dag, hvor jeg venter på en opdatering.

De skrev dette på tysk:

Tak for din tålmodighed! Jeg kan se, at dine ansøgninger er under yderligere gennemgang, hvilket kan tage noget tid. Bare rolig, betalingerne er i orden; jeg beder om din fortsatte tålmodighed.

Jeg forstår dine bekymringer; udbetalingen for dette projekt er ganske vist hurtig, men projektledelsesteamet er bemyndiget til at udføre en yderligere profilkontrol. Dette gøres udelukkende af sikkerhedsmæssige årsager. Jeg beder dig venligst om at være tålmodig lidt længere.

Hello, thanks for sharing. Based on the text, I would conclude that the payout is delayed for a reason; the team is conducting additional review, and thus the payout can only be made once the review is closed.

It is not convenient, but still normal. In my opinion it would be much worse if the casino just kept repeating that you simply have to wait without giving you a clue.