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Reeltastic Casino - My 1.600 winnings declined with an absurd reason

RESOLVED
Posted on July 31, 2018.

I made a 100€ deposit at the Reeltastic Casino and received a 200€ Bonus. I played multiple games with it and after wagering, my account balance was 1.800€. As the 200€ bonus is not cashable, I tried to cash out 1.600€.

Here, the odysee began. In the first place, the casino told me, that I wont get any money, because I closed my account at their "sister casino". After telling them, that it is unacceptable that they decline my winnings because I wasn't satisfied with the support of their "sister casino", Reeltastic started with a brand new story: I didn't meet the bonus requirements.

After discussing point for point of their bonus terms and their casino software, it seemed that they understand that no point in their bonus terms was harmed.

But I didn't get any money, as Reeltastic now got back to story number one: I closed my account on their sister casinos site and this leads that they can confiscate my winnings.

By attach, you can find a mail from their support team, telling me, that the only thing they don't payout is because I closed my account on their sister casinos site (as I wasn't satisfied with their support and didn't want to receive any more spam e-mails and sms).

Posted on August 2, 2018.

Dear GOTTESMISSIONAR,

Thank you for bringing this matter to our attention.

A Self Exclusion is permanent, unless a request is made by a player to remove it. It does not have a time period per se.

We have provided proof to AskGamblers which shows that you do indeed have an account closed on a sister site. The self exclusion was requested by you on the 20.5.2018. You requested a self exclusion for Gambling Addiction.

You received a BAC document - a Blocked Account Confirmation stating that you are not to play on any sister sites.

Our responsible Gambling Policy under our Casinos is that if a player wishes to close their account for gambling addiction then we must not allow a player to play on any sister sites.

Unfortunately, due to a technical error occurring on our system, your accounts were not linked straight away which meant your account bypassed our systems.

We apologize for this.

However, the casino maintains the right, owing to our responsible gambling procedure to block and freeze accounts and refund monies, on the account, to the player.

We wish you all the best for the future.
Kind regards
Reeltastic Casino Support

AskGamblers
Posted on August 2, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Reeltastic Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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