Reels.io Casino - opšta diskusija

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.

Dear Reels.io team,

I hereby submit a formal complaint against your company.

I had my player account at Reels.io closed before January 8th specifically due to gambling addiction.

Despite this clear decision to self-exclude, I was subsequently contacted several times by your so-called VIP manager via email and WhatsApp.

These messages actively encouraged me to play again, including through the announcement of bonuses and personal offers.

Furthermore, my account, which had previously been blocked due to gambling addiction, was reactivated by your company.

As a result of this renewed contact and reactivation of my account, I was able to play again and deposit a total of more than 5,000 EUR.

Let me make this clear:

– I had specifically closed my account because of gambling addiction.

– Active contact by your VIP team is not compatible with the principles of responsible gaming.

– Reactivating my account after self-exclusion constitutes a serious violation of player protection principles.

CASINOGURU has already been informed.

I hereby request that you fully reimburse me for the deposits made after the reactivation of my account, amounting to over EUR 5,000.

I can provide proof of all payments, dates of deposits, and contact from your VIP manager via email and WhatsApp upon request.

I expect a timely and specific statement on this matter.

Best regards

Sehr geehrtes Reels.io-Team,

hiermit reiche ich eine formelle Beschwerde gegen Ihr Unternehmen ein.

Ich habe mein Spielerkonto bei Reels.io bereits vor dem 08. Januar ausdrücklich aufgrund von Spielsucht schließen lassen.

Trotz dieser eindeutigen Selbstausschluss-Entscheidung wurde ich anschließend durch Ihren sogenannten VIP-Manager mehrfach per E-Mail und über WhatsApp kontaktiert.

In diesen Nachrichten wurde mir aktiv nahegelegt, wieder zu spielen, unter anderem durch die Ankündigung von Boni und persönlichen Angeboten.

Darüber hinaus wurde mein zuvor wegen Spielsucht gesperrtes Konto durch Ihr Unternehmen wieder freigeschaltet.

Infolge dieser erneuten Kontaktaufnahme und Reaktivierung meines Kontos war es mir möglich, erneut zu spielen und insgesamt mehr als 5.000 EUR einzuzahlen.

Ich stelle klar:

– Ich hatte mein Konto ausdrücklich wegen Spielsucht geschlossen.

– Eine aktive Kontaktaufnahme durch Ihr VIP-Team ist mit den Grundsätzen des verantwortungsvollen Spielens nicht vereinbar.

– Die Wiederfreischaltung meines Kontos nach einem Selbstausschluss stellt einen schwerwiegenden Verstoß gegen Spielerschutz-Grundsätze dar.

CASINOGURU ist bereits informiert.

Ich fordere Sie hiermit auf, mir die nach der Reaktivierung meines Kontos getätigten Einzahlungen in Höhe von über 5.000 EUR vollständig zu erstatten.

Sämtliche Zahlungsnachweise, Zeitpunkte der Einzahlungen sowie die Kontaktaufnahmen Ihres VIP-Managers per E-Mail und WhatsApp kann ich belegen und auf Anfrage vorlegen.

Ich erwarte eine zeitnahe und konkrete Stellungnahme zu diesem Vorgang.

Mit freundlichen Grüßen

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?

I can confirm this, as I had a very similar experience with Reels Casino.

In my case, my account was also previously closed due to gambling addiction.

Nevertheless, I was subsequently contacted actively by a VIP employee via email (and other channels) and encouraged to play again.

My previously blocked account was reactivated and I was then able to make another deposit.

From my point of view, this suggests that it is not an isolated incident, but a recurring practice that is highly problematic, at least with regard to responsible gaming.

I therefore also hope that this matter will be taken into account during the review of the appeal.

Ich möchte das bestätigen, da ich ein sehr ähnliches Erlebnis mit Reels Casino hatte.

Auch in meinem Fall wurde mein Konto zuvor wegen Spielsucht geschlossen.

Trotzdem wurde ich anschließend aktiv von einem VIP-Mitarbeiter per E-Mail (und weiteren Kanälen) kontaktiert und zum erneuten Spielen animiert.

Mein zuvor gesperrtes Konto wurde wieder freigeschaltet und ich konnte danach erneut einzahlen.

Aus meiner Sicht deutet das darauf hin, dass es sich nicht um einen Einzelfall handelt, sondern um ein wiederkehrendes Vorgehen, das zumindest im Hinblick auf verantwortungsvolles Spielen sehr kritisch zu bewerten ist.

Ich hoffe daher ebenfalls, dass dieser Sachverhalt im Rahmen der Beschwerdeprüfung berücksichtigt wird.

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.

Same thing is happening to me. ✌🏼

Gleiche spiel bei mir. ✌🏼

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.

I used Tether ERC20 Crypto.

It's the 4th day now where I am waiting for an update.

They wrote this in German:

Thank you for your patience! I see that your applications are undergoing additional review, which may take some time. Please don't worry, the payments are fine; I ask for your continued patience.

I understand your concerns; the payout for this project is indeed quick, but the project management team is authorized to conduct an additional profile check. This is done solely for security reasons. I kindly ask you to be patient a little longer.

I used Tether ERC20 Crypto.

Its the 4th day now where I am waiting for an update.

They wrote this in german:

- Vielen Dank für Ihre Geduld! Ich sehe, dass Ihre Anträge einer zusätzlichen Prüfung unterzogen werden, was einige Zeit in Anspruch nehmen kann. Bitte machen Sie sich keine Sorgen, die Zahlungen sind in Ordnung, ich bitte Sie um weiteres Warten.

-Ich verstehe Ihre Gefühle, die Auszahlung im Projekt erfolgt tatsächlich schnell, aber die Projektverwaltung ist berechtigt, eine zusätzliche Überprüfung des Profils durchzuführen. Dies geschieht ausschließlich aus Sicherheitsgründen. Ich bitte Sie, noch ein wenig Geduld zu haben.

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.