The player from the Netherlands had requested account closure but faced persistent attempts from the casino to keep her engaged with bonuses and promotions. Despite expressing a desire to close the account, they continued to allow deposits, putting the player's funds at risk. The player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint. The issue was later confirmed to have been resolved upon the player's request to reopen the complaint.
Kaasino Casino - Player's account closure request is ignored.
Resolved
Our verdict
Case closed
Amount: €250
Kaasino Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
Contacted them yesterday to close my account and everytime they come up with bonus or say your luck will come this and that. I even said no i want to close it otherwise i will keep making deposits and lose it all. And OFF COURSE they let me do this.
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1 year ago
Dear GinoS,
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 gambling problems).
Did you mention any other reason for closing your account? Please forward me all the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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1 year ago
Dear GinoS,
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.
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1 year ago
Thank you for your reply, GinoS. Do I understand correctly that you currently have access to your casino account?
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1 year ago
Dear GinoS,
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.
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1 year ago
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.
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6 months ago
GinoS confirmed via reopen request that the issue has been sorted out, therefore, we will mark this complaint as resolved. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
