Kaasino Casino - Player is requesting a refund due to a sister casino self-exclusion.

hi,

My account is closed at NXspins casino. This is the sistercasino from Kaasino. NXspins casino closed my account because of gambling problems. In the terms of conditionals the other sistercasino do not have to allow the player that is blocked at the sistercasino.

I asked Kaasino for all my deposits back and they dont give answer on live chat or email. Can casino guru can help me?

greats Recheline

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would like to ask you a few questions:

• Have you informed Kaasino Casino directly about your problem and requested to be self-excluded?
• Are you currently able to access your Kaasino Casino account, or has it already been closed?

Please note that this casino does not operate under any gambling license. Additionally, neither the Terms and Conditions nor the Responsible Gaming section mention that self-exclusion would be valid across sister casinos or other brands.

If you did not inform this specific casino directly about your gambling addiction and request self-exclusion, we will not be able to assist you with a refund of your deposits.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi

I ask them to close my a account because of gambling problems. So i Dont get my deposits back because they are not have a license?

Greats

Hello everyone,

We would like to clarify the situation regarding the complaint submitted by the player.

According to our internal records, the player made a deposit on July 8 and later contacted our support team on August 6 with a request to close the account due to gambling-related issues. The request was processed in accordance with our responsible gaming policy, and the account was permanently closed.

It’s important to note that self-exclusion must be requested explicitly on each individual brand. Kaasino is not connected to national self-exclusion registers, and we rely on players to communicate such requests directly to us. Once a request is made, we take immediate action.

Regarding the deposit refund: as stated in our Terms & Conditions, once gameplay has taken place and services have been accessed, we are not obligated to return any deposited funds. This applies even in cases where an account is later closed due to responsible gaming concerns.

If further clarification is needed, our support team remains available.

Best regards,

Kaasino Casino

Hello Recha,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi

Oke i wait till veronika is back. Kaasino Never had to accept my registration and deposits. Im blocked at the sistercasino from Kaasino because of gambling problem. They have to solve this issue. In all other casino's, players cant register at another sistercasino. This is a rule.

Greats

Dear Recha,

Thank you for your patience and for providing additional details regarding your case. I also thank Kaasino Casino for their clear explanation and for providing evidence about the account.

• To proceed, could you please confirm whether you submitted any self-exclusion request to Kaasino prior to August 6, explicitly mentioning your gambling problem?

Please note that if no such request was submitted before that date, we will not be able to assist with a refund, as the casino acted according to their responsible gaming procedures and Terms & Conditions.

Dear Recha,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.