The player from Germany experienced significant losses at CoinKings Casino after creating an account, despite having a global self-exclusion with the operator Igloo Ventures SRL. After informing the casino about her gambling addiction, his account remained active, leading to further losses totaling €2,500. He requested a refund for these losses, highlighting the casino's failure to respect his self-exclusion. The Complaints Team assisted by gathering all relevant communication and escalating the issue to the casino. After intervention, the player confirmed that the issue was resolved.
CoinKings Casino - Player seeks a refund.
Amount: €2,500
CoinKings Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, I have a problem with CoinKings Casino.
On Thursday, August 22, I created an account at the casino and made various deposits and withdrawals.
When I checked Casino Guru's website about the casino that evening, I found out that the casino is operated by Igloo Ventures SRL.
I had previously requested a global self-exclusion from this operator through the casino kripty.com, which had been implemented.
Therefore, I shouldn't have been able to create an account at this casino.
I contacted the casino via email, informed them that I am a gambling addict and that I am banned from the entire Igloo Ventures SRL network. I requested a refund of my losses and asked them to investigate why my account was not banned at this casino.
I clearly communicated my gambling addiction to the casino and shortly after, checked with the live chat to confirm if my email regarding my gambling addiction and refund request had been received.
The live chat confirmed that my email had been received and was being worked on.
The next day, about 24 hours later, I went back to my laptop, and the CoinKings Casino page was still open on my laptop. I noticed that my account was still active despite informing them about my gambling addiction, refund request, and existing self-exclusion with the operator.
I was very surprised, but as it is with gambling addiction, I relapsed that day and was able to make further deposits at the casino.
Again, I suffered a significant loss that day.
The casino ignored my global self-exclusion with the operator Igloo Ventures SRL from the start, allowing me to create an account.
I informed the casino the same day that I was a gambling addict and had a valid self-exclusion with the operator.
However, even after notifying them about my gambling addiction, my account was not closed, allowing me to lose more money.
I am now demanding that the casino refund my losses, as they ignored my gambling addiction and failed to close or block my account.
On Thursday, August 22, I incurred a loss of approximately €900, which only happened because the casino did not consider the global self-exclusion.
On Friday, August 23, I lost another €1600 because the casino ignored my email about my gambling addiction and did not act on it.
I want both amounts refunded by the casino.
My account is still open, despite multiple inquiries and stressing my gambling addiction, it has not been closed.
On Friday, I received a response from the casino, stating that they had not received my email.
However, the live chat employee had informed me shortly after I sent the email that it had been received and was being processed.
Therefore, the casino failed to close my account despite being informed about my gambling addiction, and I was able to lose a significant amount of money.
Please help me obtain a refund from the casino, as they ignored a legally binding self-exclusion and my information about my gambling addiction.
Thank you and best regards,
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3 months ago
Dear xSerious169,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
CoinKings Casino operates under a license issued by GCB Curaçao. Unfortunately, there is currently no centralized way to exclude yourself from all Curaçao-licensed online casinos at once.
We have already explained how self-exclusion works with Curaçao-licensed casinos in your previous complaints, and our policy remains the same. You must request self-exclusion directly from each individual Curaçao-licensed casino. Without this, we are unable to request a refund of your lost deposits.
Additionally, we've noticed in several cases that the casino did not receive your self-exclusion request email. As we previously explained, if you are serious about self-exclusion, you should make multiple attempts to reach the casino—especially if your first request goes unanswered—using all available methods of communication. One email is not considered a sufficient self-exclusion request for us. Please forward me all your account closure requests you sent to CoinKings Casino support via email or chat with the date and time visible. Kindly forward me the emails as attachments in .eml format at veronika.l@casino.guru.
Has your account at CoinKings Casino been fully verified?
When was the last time you communicated with the casino customer support?
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
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3 months ago
Translation
Hello Veronica,
I did not request self-exclusion from ALL Curacao casinos, but from a specific operator, in this case Igloo Ventures SRL.
This was implemented and confirmed by the kritpy.com casino. When I register with another casino whose operator I have been blocked by, this was always implemented as well. So it seems to work.
Nevertheless, I informed the casino about my gambling addiction on August 22, 2024. And precisely because there had always been problems with receiving my emails in the past, I asked in the live chat that same evening whether my email had been received. The employee then confirmed that I had received the email and that it was being processed.
This way I have confirmation that the email has been received, read and processed.
To be fair, the email is about a refund, as I assumed my self-exclusion via the entire operator was ignored by the casino.
Nevertheless, I informed the casino about my gambling addiction and said that I should actually be permanently banned.
At that point, the casino should have blocked my account at the very latest, as it had been informed about my gambling addiction.
Thus, even if there is no direct exclusion from the operator Igloo Ventures SRL (which there is, as confirmed to me by kripty.com), the casino must at least refund all deposits from August 23, 2024 (approx. €1600)
I have forwarded the email to you.
I am not verified; the casino never required that.
The last time I had contact with the casino was on Friday, I was told they were investigating.
However, my account is still open.
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3 months ago
Thank you for your email.
I’m sorry to inform you that regarding your self-exclusion at Kripty Casino, there is no confirmation that it would apply to all casinos under Igloo Ventures SRL. The screenshots you provided do not include any statement from the casino indicating that your self-exclusion would be valid across all casinos owned by the same company. Additionally, the responsible gaming section on the casino’s website does not mention that the self-exclusion applies to all casinos within the group. The licensing authority for both Kripty and CoinKings Casino does not mandate this, so we are unable to request refunds for lost deposits in this case.
Regarding the emails you sent to CoinKings on August 22 and 23, could you please confirm if you have received any response from the casino yet?
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3 months ago
Translation
Hello, then the casino must at least refund all deposits after August 23, 2024, so a total of about €1600.
I had previously informed the casino myself about my gambling addiction, but my account was not closed and I was able to make further deposits.
Even today my account is still open.
After I sent my email to the casino on August 22nd with the information about my gambling addiction, I immediately asked in the live chat about 1 hour later whether my email had been received and was being processed.
The live chat then told me that my email had arrived and was now being processed.
The approximate processing time should be 24 hours.
One day later in the evening I checked my laptop and saw that my account was still open, so unfortunately I made further deposits.
An account should have been closed long ago.
I then received an email on August 23rd saying that the money I had invested would not be refunded.
Not a word about my gambling addiction or my account closure.
I then replied again and explained in detail that I demand a refund of all deposits made after August 22, 2024.
This is currently under review and I am still waiting for an update.
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3 months ago
Translation
Hello, I would like to increase my refund request from the casino by a further €610, as I am still able to make deposits into the casino despite the notification of my gambling addiction and the clear request to close my account.
Today, September 1st, 2024, I used my laptop again, on which the CoinKings casino site was open.
I saw that I had been credited with $59 cashback and of course I played it.
This resulted in my addiction winning the battle again and I was hooked on playing again.
This meant I was able to make further deposits of €610.
I have contacted the casino several times over the last few days, both by email and via live chat, to ask about the current status of my request.
I received an answer via live chat, but this is still being processed. I have not received a response to my email.
So my account is still open, gambling addiction and the request for support from the casino were ignored and I was able to make further deposits.
I beg you, HELP ME!
I have no control over myself and cannot make deposits into the casino.
I want the casino to refund me the total amount of €2210 and finally close my account
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3 months ago
Translation
I contacted live chat again today.
After the eighth request, my account was closed today.
However, the casino is not issuing a refund. Although two different live support agents confirmed that they had received my email and that it was being processed, they still tell me that they did not receive my email.
The live chat is not at all cooperative and helpful and automatically ends the conversation every time.
this casino is a complete scam and lies to me.
I really need your help
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3 months ago
Please send me all the emails between you and the casino customer support starting from August 22 as an attachment in .eml format. Thank you.
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3 months ago
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I have emailed you the emails and all chat histories.
I really hope you can help me.
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3 months ago
Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 months ago
Dear xSerious169,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 months ago
Hello Jozef,
just provided you with all information via skype so we can have this complaint properly resolved.
Thank you!
Best regards,
Support
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3 months ago
Translation
Hello Joseph,
I also contacted the casino's live chat again today.
Here I was literally strangled and no one wanted to help me.
The casino continues to tell me that it has not received my email regarding my gambling addiction, even though 2 live chat employees that I contacted after sending the email told me and confirmed that the email had been received and was being processed.
I don't know what the casino is doing here, but this is an absolute disgrace.
I really hope for your help.
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3 months ago
Dear xSerious169,
Although you informed me by email that the case was resolved, may I kindly ask you to confirm it in this thread?
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3 months ago
Dear xSerious169,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards, Jozef
