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 [email protected]. 

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.

I sent you an email with all of it, correct I asked for a time out for 3 days and it was never completed. It took me contacting them multiple times more for them to finally honour it. It took 3 contacts in total, the last one of me fully freaking out and explaining why was it never done the first time letting them know I sent the email. Magically after I chatted in the last time they finally honoured it, this is clearly a scam. I’ve seen a few similar cases with this casino, and am praying u can help me.

They will not answer if I’m getting a refund or not even though I followed all the right procedures and informed them of me wanting a 3 day time out and it not being processed at all.

Thank you for your emails and for providing further details regarding your situation.

Please note that cooling-off or time-out measures are intended to offer players a temporary pause from gambling and do not necessarily indicate a problem with gambling addiction. As mediators, we require clear evidence that you explicitly mentioned gambling addiction when requesting the time-out limit or account closure. This is essential to demonstrate that the casino failed to meet its obligations under responsible gambling practices.

From the emails you shared, it appears that you did not specify gambling addiction as the reason for your request to close your account for 3 days. Additionally, a 3-day time-out cannot be considered a self-exclusion for gambling-related issues, as the minimum duration for self-exclusion under responsible gambling policies is typically 6 months.

Please let me know if I misunderstood something, otherwise, your complaint will be closed. Thank you for your understanding.

They stated they made. A mistake and will do something

Thank you for sharing more details about your situation. I have carefully reviewed the communications provided one more time, and I have to repeat that you did not specifically state that you wanted to self-exclude due to gambling addiction. While I am glad to hear that the casino is open to discussing the matter with you, any refund or assistance they offer in this case would likely be considered an act of goodwill rather than a failure to protect a vulnerable player.

To ensure clarity and effectiveness when requesting self-exclusion in the future, I strongly recommend explicitly stating the reason for your request (e.g., gambling addiction) and the desired duration of the exclusion (a minimum of six months or more). This should be included in both the body of the email and its subject line, as casinos receive a high volume of daily requests, and clear communication increases the chances of prompt action.

Here’s an example format you may use for future self-exclusion requests:

Email Subject: Self-exclusion request due to gambling addiction

Player Information:

First Name:

Last Name:

Date of Birth:

Casino Login/Account:

Email Address:

Email Body:

"Dear [Casino Name],

I am writing to request immediate self-exclusion from this casino and from receiving any gambling-related marketing materials for a minimum period of [time period].

The reason for my decision is [reason, e.g., gambling addiction].

I acknowledge that this self-exclusion request cannot be reversed or lifted before the agreed period ends. I kindly ask you to confirm the implementation of this exclusion and provide any further details necessary."

If you cannot provide evidence that you explicitly requested self-exclusion due to gambling addiction, I’m afraid we are unable to pursue a refund for your deposits. I truly empathize with your situation, and I’m sorry that we are unable to assist you further in this matter.

Please don’t hesitate to reach out if you have any other concerns.

Best regards,

Veronika