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FORMAL COMPLAINT – REELSON CASINO

Subject: Failure to Act on Repeated Account Closure Request and Responsible Gaming Concerns

I am submitting this complaint regarding Reelson Casino’s failure to act on my repeated requests to permanently close my account due to responsible-gaming concerns.

For the past two days, I have repeatedly and clearly requested that my Reelson Casino account be closed. I have contacted Reelson through live chat on multiple occasions and have sent more than 15 separate emails requesting that my account be closed.

Every time I have contacted live chat, I have been told that I must send an email to request the closure. I have followed those instructions repeatedly. Despite this, my account remains open and I have received no meaningful response confirming that my request has been processed.

This is particularly concerning because my request is not simply a routine account closure. I have been actively trying to remove my access to gambling because I recognize that I need the account closed.

Instead of being protected from further gambling, I have remained able to access the account, deposit funds and play.

As a result of Reelson’s failure to act on my repeated closure requests, I have spent more than $1,500 at the casino during this period.

I want to make it absolutely clear that I did not simply decide after gambling that I wanted my account closed. I proactively contacted Reelson and repeatedly asked them to close the account. I made more than 15 attempts by email and additional requests through live chat, yet the account has remained accessible.

This is extremely concerning from a responsible-gaming perspective.

Reelson’s own Responsible Gaming information states that self-exclusion immediately disables a player’s account and prevents fiat currency deposits while the exclusion is active. It also states that players can contact Reelson through Live Chat or email to establish responsible-gaming limits.

I therefore followed the channels Reelson itself provides for responsible-gaming assistance, yet my account was not closed.

I am requesting that this matter be formally investigated and that Reelson provide:

A complete record of my account activity and deposits during the period beginning with my first account-closure/self-exclusion request.

A record of every email and live-chat request I made regarding account closure.

The dates and times those requests were received and/or accessed.

An explanation as to why my account remained open after I repeatedly requested closure.

An explanation as to why I was repeatedly directed to email support when I had already sent more than 15 emails and received no response.

Confirmation of when my account was actually disabled and permanently closed.

A review of the deposits and gambling activity that occurred after my first clear request for account closure.

Consideration of reimbursement of the funds deposited and lost after my responsible-gaming/account-closure request was made and while Reelson failed to act on it.

I am preserving all emails, screenshots, live-chat conversations, timestamps and account activity as evidence of my attempts to have the account closed.

I also want it placed on record that I sought help from Reelson before continuing to gamble. I repeatedly attempted to remove my own access to the account. The fact that I was still able to deposit and gamble after making those requests is precisely why I am raising this complaint.

I am asking for this matter to be treated as a responsible-gaming and self-exclusion failure, rather than as a routine customer-service complaint.

I expect Reelson to review the complete communication history and account activity and provide a substantive response addressing why my repeated requests were not acted upon.

I am prepared to provide the complete email chain, screenshots of the live chats, account transaction history and any other documentation required to establish the timeline.

I made repeated attempts to stop myself from gambling. Reelson had multiple opportunities to act on those requests and did not.

I am requesting that this matter be investigated accordingly and that appropriate consideration be given to the losses incurred after my account-closure request was made.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you contacted customer support through email as suggested by the live chat agent? If so, please forward me the account closure requests in their original format at veronika.f@casino.guru. Kindly include the casino's responses as well.

Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika