ReelsOn Casino— player complaints: 5 in English

The player from Alberta submitted a formal complaint against Reelson Casino for failing to act on her repeated requests to close her account due to responsible gambling concerns. Despite over 15 emails and multiple live chat requests to close her account, it remained open, allowing her to continue gambling and depositing funds, resulting in a loss of more than $1,500. She sought a formal investigation, records of her account activity, and potential reimbursement. We reviewed the available evidence and found that her self-exclusion request was submitted on 21 August and the account was closed on 25 August. As the casino restricted access within a reasonable timeframe of a few working days, we rejected the complaint as unjustified and no refund of the deposits made during processing was awarded.The player from Alberta submitted a formal complaint against Reelson Casino for failing to act on her repeated requests to close her account due to responsible gambling concerns. Despite over 15 emails and multiple live chat requests to close her account, it remained open, allowing her to continue gambling and depositing funds, resulting in a loss of more than $1,500. She sought a formal investigation, records of her account activity, and potential reimbursement. We reviewed the available evidence and found that her self-exclusion request was submitted on 21 August and the account was closed on 25 August. As the casino restricted access within a reasonable timeframe of a few working days, we rejected the complaint as unjustified and no refund of the deposits made during processing was awarded. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 23 Aug 2026 | Closed : 01 Sep 2026Automatic translation:

The player from Italy had requested to close his account over a week earlier due to gambling addiction, but the account remained active. He later confirmed that the account was closed after two weeks and asked for a refund of his deposits, which he calculated at €1,200. We contacted the casino, requested clarification and evidence, and were informed that the refund had been approved on the casino’s side. The complaint was then marked as resolved after the player confirmed that the issue had been settled.

The player from Australia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We asked him for an update and extended the timer by 7 days, but he did not respond to our messages or reminders. As a result, we were unable to investigate further and the complaint was closed for now due to lack of communication from him.

The player from Germany attempted to close her casino account after previously requesting self-exclusion due to gambling addiction. Although her account had been closed initially, it reopened without her consent, leading to further deposits of over €1,800. She faced delays in closing her account again, as she was not receiving a response from the VIP manager. We asked her for the exact closure date, account details, and email threads to verify whether the self-exclusion had been properly enforced, but she did not reply. As a result, we were unable to continue the investigation, and the complaint was closed for now due to lack of response.

The player from Austria faces issues with account verification after a deposit he made is recorded at a different time by the casino. Despite submitting all necessary documents, he is not being verified, and support chat has not provided assistance.The player from Austria faces issues with account verification after a deposit he made is recorded at a different time by the casino. Despite submitting all necessary documents, he is not being verified, and support chat has not provided assistance. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 18 Jul 2026 Automatic translation: