CoinKings Casino - Player seeks refund for ignored time out request.

Hi I am asking for a refund for the deposits of $15.833215 LTC as I emailed asking for a time out after cashing out and they never agreed to my time out, they never agreed to the time out and finished it, hours later I was able to keep depositing and playing even though I asked for a time out. I want a refund please help me Casino gurus for Christmas.. I asked for a time out they never followed it it was a total of 2500 CAD...

Dear sati725, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Am I correct in understanding that you requested only a "time out", not a closure of your account? Would you be so kind as to forward me the requests that you sent to the casino along with their replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.