The player from Germany had repeatedly requested the permanent closure of her gaming account through live chat and email, but these requests had been ignored. Consequently, she was able to deposit €437 into her account, which she then demanded to be refunded. We determined that account closure requests alone did not constitute sufficient grounds for a refund, as the player was responsible for her account activity. Since she had not informed the casino of any gambling issues requiring protection, the casino was not obligated to refund the deposit used for betting. Therefore, the complaint was rejected due to the lack of obligation on the casino's part to refund the deposit after the closure request.
GoKong Casino - Player’s account closure request has been ignored.
Closed
Our verdict
Unjustified complaint
Amount: €437
GoKong Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I have repeatedly requested in the live chat over the past few weeks that my gaming account be permanently closed. These requests have been ignored every time.
On January 29, 2026, I also sent a clear email to support demanding immediate account closure. There was no response to this either, and my account was not blocked.
This allowed me to deposit money again today, specifically €437.
I demand only a refund of these €437, as I have done everything reasonably possible to have my account closed.
As proof, I am attaching all chat histories and emails.
I request Casino Guru's assistance in enforcing my legitimate claim for a refund.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GoKong Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@gokong.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings GoKong Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationThank you for your support.
I would like to clarify the situation and send the supporting documents:
1. Application for account closure:
On January 29, 2026, I contacted the casino and requested the closure of my account. (See attached email/chat)
2. Deposit after account closure request:
Despite my request for closure, I was able to deposit €437 on February 6, 2026, which I subsequently reclaimed.
3. Casino's response:
The casino informed me that a refund was not possible because the deposit had been used for betting (referring to terms and conditions, article 6.6.2). They refused the refund even though my account was demonstrably due to be closed.
4. Total amount:
In total I have deposited approximately €2500, but I am currently only requesting the €437 from February 6, 2026, back.
I believe that no further deposits should have been possible after my request to close the account, and therefore I request that my case be reviewed.
I have attached the email and chat evidence as an appendix.
Thank you for your support.
Best regards
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1 month ago
Thanks for sharing the information.
We can only ask the casino to refund money that was spent on gambling if you inform them of suffering from gambling issues, and the casino does not act to protect you.
Based on the communication shared with me, the casino didn't have an obligation to protect you. Based on this information We won't be able to ask the casino for a refund.
- Please let me know whether you informed the casino of your gambling issues beforehand and supply evidence.
- Please let me know whether the casino already closed your account. If the casino hasn't closed your account already, I would recommend sending a self-exclusion according to the template I shared earlier. Please let me know about the result.
Looking forward to your reply.
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1 month ago
TranslationMy request does not relate to gambling addiction or refunds for gambling losses.
My concern is:
I requested the account closure on January 29th.
Nevertheless, I was still able to deposit €437 on February 6th.
I therefore request an investigation into why deposits were still possible after my closure request and whether these deposits must therefore be refunded.
Please review this point independently of the topic of gambling addiction.
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1 month ago
Sadly,
We don't consider account closure requests as satisfactory grounds for requesting a refund. Please understand the player is responsible for their account, deposits, and bets. We believe the casino is, however, obligated to protect you from further play if you inform them about your gambling issues, from our point of view. The topics of refund and disclosure of gambling addiction are therefore completely linked.
Since we couldn't conclude that the casino was obligated to protect you, the refund can't be pursued, regardless of previous account closure requests.
If your account hasn't yet been closed in this or in any other online casino where you have an open account, feel free to use the template I shared earlier.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
