I am writing to complaint againstâŠ
I am writing to complaint against Reels.io regarding the unfair confiscation of my winnings.
I registered my account using a temporary email address for privacy reasons, a choice influenced by the casino's own marketing, which advertised a no "Know Your Customer" (KYC) environment. When I reached a high balance and tried to withdraw, I realized that the temporary email had been deactivated.
I immediately contacted support to resolve the issue and offered full cooperation in proving my identity. It is crucial to emphasize that I have already provided Reels.io with my official national identity document and completed facial/biometric verification through their platform. My legal identity perfectly matches the account holder's profile.
However, the casino agents closed my account and declared their decision 'final', stating that, as they cannot verify the deactivated registration email, my balance of â¬7,000 was lost.
This is a predatory and abusive practice. A technical issue related to an email provider should never be grounds for confiscating legitimate funds, especially when the casino already possesses my official identification documents and biometric data. I am a verified and legitimate player, and my funds are being withheld in bad faith.
Reels.io ããã®åç
We understand your concerns regarding this situation.
Please note that account security and verification procedures are necessary to protect both users and the platform. In cases where access to the originally registered email address is lost, additional verification steps may be required to confirm account ownership and ensure the safety of funds.
We kindly ask you to contact our support team once again and provide a more detailed explanation of your situation, including any relevant information and supporting materials related to your account and previous verification attempts. Our team will carefully review your case, and if possible, we will do our best to assist you in resolving the matter.
Thank you for your patience and understanding.