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Hello, I'm writing to you with a complaint. A week ago, I requested a withdrawal of €1,000 and I want to clarify that I managed to win €1,000 by playing only with my deposited money, without using any bonuses! Initially I had reached about €500.. asking for a withdrawal.. then I cancelled the withdrawal and played again until I reached €1,000.. I requested a withdrawal again and after 3 days the withdrawal was cancelled (without receiving any communication via email).. I immediately contacted support asking for explanations and in chat they replied that there had been a "technical problem" and they wrote to me to request the withdrawal again.. so I immediately requested the withdrawal of €1,000 again and after another 3 days I noticed today that on my balance there were only €250 and therefore my withdrawal of €1,000 had been cancelled again and therefore those €1,000 have magically become only €250!!!🤬🤬🤬 I immediately contacted them in chat a few hours ago and they replied that my withdrawal of €1,000 had been cancelled because they claim that I used a bonus to win those €1,000 when in fact I actually received that money I won with all my deposits. Attached are screenshots of their response. I hope you can help!

Salve, vi scrivo per un reclamo. Una settimana fa ho chiesto un prelievo di 1.000€ e voglio specificare che sono arrivato a vincere 1.000€ giocando solo con il mio denaro depositato senza usufruire di bonus!!! Inizialmente ero arrivato tipo circa a 500€.. chiedendo il prelievo.. poi ho annullato il prelievo e ho giocato nuovamente fino ad arrivare a 1.000€.. ho chiesto nuovamente un prelievo e dopo 3 giorni mi viene annullato il prelievo (senza ricevere nessuna comunicazione tramite mail).. contatto subito l’assistenza chiedendo spiegazioni e in chat mi rispondono che c’era stato un "problema tecnico" e mi hanno scritto di chiedere nuovamente il prelievo.. quindi chiedo nuovamente subito il prelievo di 1.000€ e dopo altri 3 giorni mi accorgo oggi che sul mio saldo c’erano solo 250€ e quindi il mio prelievo di 1.000€ era stato annullato nuovamente e quindi quei 1.000€ sono diventati magicamente solo 250€!!!🤬🤬🤬 Li ho contattati subito in chat poche ore fa e mi hanno risposto che il mio prelievo di 1.000€ era stato annullato perché loro sostengono che ho usato un bonus per vincere quei 1.000€ quando invece quei soldi io li ho vinti con tutti i miei depositi.. In allegato gli screenshot della loro risposta. Spero che voi possiate essermi d’aiuto!

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please share a screenshot of the relevant deposits, payout requests, and bonuses that are found in the casino's records?
• Have you asked the casino for your game history, where your gameplay, evolution of your balance, and activity surrounding your bonuses are recorded?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi Tomas.

• Yes I have access to my account;
• Now I asked the operator in chat for my complete game history, that is, where my games are recorded, the evolution of my balance, and the activities related to my bonuses.

Ciao Tomas.

• Sì ho accesso al mio account;
• Ora ho chiesto in chat all’operatore tutta la cronologia completa delle mie partite, ovvero dove vengono registrate le mie giocate, l'evoluzione del mio saldo e le attività relative ai miei bonus.

Hi Tomas... as you can see, the VIP manager at Reelson Casino has been sending me emails these days with communications, and I'm always including your email address in my replies so you can keep up with the updates.

Ciao Tomas.. da come puoi notare in questi giorni il vip manager del casinò Reelson mi sta inviando e-mail con comunicazioni e io nelle risposte ti sto mettendo sempre per conoscenza nell’e-mail in modo che anche te segui le comunicazioni.

Thanks for the updates.

Have you received the relevant details from the casino?

Are any of the details already available to you when you check your player's profile after you log in to your casino account?

Would you be able to share with me any information to review in the meantime?

Send the information to my email at tomas@casino.guru

I haven't heard back from anyone regarding my request for my gaming history since they took away that €750, nor regarding my self-exclusion request. And just now I checked, and my account is still open! 🤬🤬🤬

Non ho avuto più risposta da nessuno né in merito alla mia richiesta della cronologia di gioco visto che mi hanno tolto quei 750€ e ne riguardo la mia richiesta di autoesclusione. E proprio ora ho controllato e il mio account è ancora aperto!🤬🤬🤬

Hi Tomas. You'll notice these days that I've been forwarding all communications regarding my account closure request to you via email. Meanwhile, I'm still waiting for the casino to send me my game history, play history, and balance and bonus updates.

Ciao Tomas. In questi giorni starai notando che tutte le comunicazioni riguardo la richiesta sulla chiusura del mio account te le giro sempre per conoscenza tramite email. Mentre invece sto ancora aspettando che il casinò mi giri la cronologia delle mie partite, delle giocate e dell’evoluzione riguardo il mio saldo e bonus.

Dear Ragmn82,

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, Igor (igor.p@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

Dear Ragmn82,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the ReelsOn Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a ReelsOn Casino representative to join this conversation and participate in resolving this complaint.

Dear ReelsOn Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.