The player from Austria requested an immediate closure of her account at Go Kong due to gambling addiction, as her previous request had been ignored. Despite multiple emails, she was still able to deposit funds and wanted a refund from the date of her initial closure request. The complaint was taken over by a dedicated Resolver who communicated directly with the casino to address the issue. The case was resolved to the player's satisfaction, and the complaint was marked as resolved in the system.
GoKong Casino - Player’s account remains open despite closure request.
Resolved
Our verdict
Case closed
Amount: €320
GoKong Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
Just like with partner casinos like Golisimo and Betrepublic, this casino – Go Kong – also ignored my request for closure due to gambling addiction. Despite multiple emails and confirmation of receipt, my account remains open and I can still deposit funds.
I want an immediate closure of the casinos and their partner casinos with no possibility of reopening.
Furthermore, I would like a refund starting from the date of the blocking request.
Thank you so much for your help.
Automatic translation:
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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 am truly sorry about your negative experience with GoKong Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please forward the correspondence between you and the casino directly to my email? You can reach me at attila.g@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationDear Attila,
Did you receive a response from the casino via email regarding your self-exclusion requests? NO
If you haven't received a reply by email, have you tried contacting the casino via live chat or other official communication channels? Yes, I tried live chat, but still no response.
Could you please confirm whether you have successfully completed the KYC verification at this casino?
No, it hasn't been paid out yet.
Could you please forward the correspondence between you and the casino directly to my email address? I'll send you everything.
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1 month ago
Dear Player,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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4 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Jakub02,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kubo
