Kaasino Casino - Player's account is reopened after self-exclusion.

I previously self excluded from this casino and asked for it to be permanent due to gambling problems, yet they emailed me to tell me my account was open again and I stupidly went on and deposited money which I could not afford to. I would not of done this if they wouldn’t have reopened the account and actually emailed me to tell me and to deposit. They do this on purpose and do not care what harm they are causing.

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Dear Cheylan82, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Kaasino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please advise on the timeline of the events? When did you request a self-exclusion from Kaasino Casino? Additionally, when did you regain access?
• Could you please forward your original self-exclusion request 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

Hello and thank you for your reply. They have now closed the account again after me emailing yet I received an email stating for only 14 days even after explaining everything to them. I have said I want my deposits back as I closed the account and they reopened it and actually contacted me to tell me it was reopened. I will email the original emails of September and October last year asking them to permanently exclude the account and it was a few days ago it was reopened by them.

The Last email I received off them stated the matter was being looked into yet now I am just being ignored. They have also blocked me from contacting support on the website as there is now no option to do this even though I could previously. I have sent the emails of me self excluding due to gambling problems which was causing me financial stress and making my depression worse. I also have the emails of them acknowledging this and stating they have permanently self excluded the account yet then they contacted me through a text message to say my exclusion was up. I asked for it to be permanently excluded in September last year and then less than 7 months later they have reopened it without my consent and even contacted me to tell me this. It may be a mistake on their behalf yet they should be more responsible and should refund the money.

Dear Cheylan82,

Thank you very much for your detailed update. To help me understand the case completely and assist you further, please could you clarify a few points:

• Could you please provide proof of the deposits made after your account was reopened (for example, bank statements or transaction confirmations)?
• Am I correct in understanding that your account is now only closed for 14 days, despite your previous request for a permanent self-exclusion?

Once I have this information, we will be able to review your case and take the next steps to support you.

Thank you very much in advance for your reply.

Best regards,

Attila

I can provide transactions on my bank but they take the money through different payment platforms and does not state their name. I will send you these and I’m not sure as I got an email saying 14 days like I sent you. They are ignoring me now and I can’t login to screenshot transactions from them as I excluded it again. Thanks

After being ignored now and everything I told them, I have received an email stating my self exclusion has been disabled again and I’ve kept the email.

I have just checked and the account has been reopened again and I have took screen shots of the transactions I will send them to you.

Dear Cheylan82,

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, Igor (igor.p@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

Dear Cheylan82,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Kaasino Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Kaasino Casino representative to join this conversation and participate in resolving this complaint.

Dear Kaasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi thank you for your help I have received another email today stating I have requested a 6 month exclusion now, they are unbelievable and have still not answered anything to do with them reopening my account several times and about my refund.

Dear all,

Thank you for your patience.

After a thorough internal investigation, we identified that this situation was caused by a system error, which resulted in the player’s account being reopened incorrectly. We take this matter very seriously, especially in cases involving self-exclusion.

As a result of our review, we have decided to issue the player a full refund of the deposits made after the account was reactivated in error.

The player’s account is currently closed.

We sincerely regret this situation and are taking the necessary internal steps to help prevent similar cases in the future.

Please let us know if you need any further information from our side.

Best regards,

Kaasino Casino

Dear Kaasino Casino,

Thank you for confirming that the account is now closed and that the refund will be issued.

Please let us know the total amount and how you would like to proceed with the refund.

Additionally, please let us know whether anything is required from the player at this stage.

Thank you for your cooperation.

Hi as you can see they have agreed to refund 490GBP which was the amount of deposits since the account was reopened so I am pleased about this, I am just worried how long this will take now as I waited 3 weeks with no correspondence from them to come to this decision. As soon as the money is refunded I will mark this as resolved. The one good thing is they are taking responsible gambling seriously and have said it was a mistake on their part. Thank you for your help.

I forgot to say I have sent them everything they have asked for ID and information wise for them to process the refund.

They are now asking for something that does not exist! I provided all transactions on a statement, yet as a transaction is pending first and then clears, it shows the cleared date on the statement. So I sent a screenshot of the first deposit which shows the date I made it and the date it cleared. Yet they say it needs to have my name and account details on. What they are asking for does not exist. When you click into a transaction it only shows the payment and who it is going to. I told them they can check that next to the statement which I provided showing the cleared date. I have said all this to them and said I will update on here as it seems just like a delay tactic or that they are trying to get out of paying the refund.

Hi I have still had no updates from them on the refund after providing them with everything needed. Thanks

Hello after waiting again they are now telling me they cannot refund the deposits to a bank account but will do it via crypto wallet. I have said this is not acceptable and that I do not have one. I am just being completely messed about by them. They have acted like they are trying to correct the situation and taking it seriously yet they are not obviously! I don’t think they ever had any intention of refunding the money.

They are trying to get me to do this through crypto and telling me I have no other choice as they state they can change the payment method. I think they are going to try and say they have paid me when they have not!

I have coinbase from a while ago so but it only supports ethereum and they were telling me to use the tron network. Then they said still send that and they will see if they can pay it through that platform. I have enough they asked me for all my bank details and ID which I provided and then today said they can only pay through crypto. I am getting nowhere with them at all and have no faith I will get the refund. I have told them to give an update on here so you can assist me.

I truly have had enough I keep getting the same generic emails that this is being looked into. They have no intention of making the refund. They have admitted fault and caused me so much mental and financial stress and are still trying to make the situation worse for me. I have them bank details then they said they can’t pay that way then said would pay by crypto which I did not want to as I have no idea about but still tried to assist them so I could have the refund and now apparently they are still working on it. If they were going to do the refund there would not be a problem. Please will you help me as I keep getting the same generic emails as I said. Thanks

Dear Cheylan82,

Please note that the casino promised to refund all of your deposits after your account was reopened.

It now seems that there is an issue with the payment method. Hopefully, the casino will reply soon so that we can find an adequate resolution.

I completely understand your frustration, especially given that it seems the case is not moving forward.

For now, the best course of action is to remain patient.

I would like to ask you to reply only to specific questions or share necessary information.

Writing multiple messages without added value makes the thread less clear and actually makes my work more difficult.

Dear all,

Thank you for your patience.

After a thorough internal investigation, we identified that this situation was caused by a system error, which resulted in the player’s account being reopened incorrectly. We take matters of this nature very seriously, especially in cases involving self-exclusion.

After reopening the account, the player made deposits totaling 355 GBP. Following our review, the player has now been fully refunded for these deposits. The player’s account is currently closed.

For transparency, we have attached screenshots confirming that the refund has been processed.

We sincerely regret this situation and are taking the necessary internal steps to help prevent similar cases in the future.

Please let us know if you need any further information from our side.

Best regards,

Kaasino Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cheylan82,

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,

Igor