Kas.casino - Player demands refund due to violation of protection obligations.

Sehr geehrtes Casino.Guru-Team,

ich reiche hiermit eine Beschwerde gegen Kas.Casino ein wegen einer eindeutigen Verletzung der Spielerschutzpflichten.

Über einen längeren Zeitraum habe ich täglich sehr hohe Beträge bei Kas.Casino eingezahlt. Dieses Muster ist ein klarer Indikator für problematisches Spielverhalten. Zusätzlich habe ich meine Spielsucht explizit an das Casino gemeldet. Trotz dieser eindeutigen Warnsignale hat Kas.Casino keine Maßnahmen ergriffen und ließ mich weiter unkontrolliert spielen.

In mehreren Antworten bestätigt das Casino selbst, dass:

keine Einschränkungen vorgenommen wurden,

angeblich eine „interne Analyse" erfolgt sei, die aber keine Anzeichen von Sucht erkannt habe,

keinerlei konkrete Monitoring-Protokolle oder Nachweise dieser Analyse vorgelegt werden.

Beweise:

E-Mails des Casinos, in denen sie bestätigen, dass keine Maßnahmen erfolgten.

Screenshot meiner Suchtmeldung.

Mein Einzahlungsverlauf mit täglichen hohen Beträgen über Wochen.

Ich fordere die Rückerstattung aller Einzahlungen aus dem Zeitraum des auffälligen Spielverhaltens und eine Prüfung der fehlenden Schutzmaßnahmen durch das Casino.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kas.casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests or requests where you disclosed your gambling addiction to the casino? Please share the information to my email at [email protected] Be sure the dates, recipients and sender information is included.
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please share the communication where your concerns were dismissed as well?

I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

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 Kas.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."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo, ich habe Ihnen die Unterlagen geschickt

Hallo, ich habe Ihnen alles wie gewünscht gesendet aber keine Rückmeldung erhalten.

Thanks for your patience and for providing information.

I went over the correspondence you exchanged with the casino.

I can see that the casino closed your account after you informed them about suffering from gambling problems. If you disclosed the gambling problems and the casino closed your account as a result, we would consider this course of action acceptable.

Please note that we don't consider the monitoring of your spending in the casino as a mandatory responsible gambling measure. For this reason, we can't penalize an online casino if they don't act to protect you based on your high deposits.

If you tried to ask for player protection before June 14th, it's not evident from the correspondence you sent to me.

If there is any other evidence or if I overlooked information, please let me know.

Looking forward to your reply.

Vielen Dank für Ihre Rückmeldung.

Ich verstehe Ihre Position, möchte aber betonen, dass ich nach meiner Spielsuchtmeldung keine Antwort vom Casino erhalten habe, auch keine Übersicht meiner Zahlungen oder irgendeine Rückerstattungsprüfung. Das Konto wurde einfach kommentarlos geschlossen – ohne jegliche Klärung.

Ich hatte gehofft, dass solche Kommunikationsverweigerung von Ihrer Seite kritisch bewertet wird, da sie aus meiner Sicht nicht den Spielerschutzstandards entspricht, die CasinoGuru sonst selbst vertritt.

Ich bitte Sie daher höflich, den Fall noch einmal zu prüfen – insbesondere im Hinblick auf die fehlende Kooperation des Casinos und die Tatsache, dass ich aus Unwissenheit auf einen nicht regulierten Anbieter hereingefallen bin.

Vielen Dank im Voraus.

I apologize; however, I could not identify any requests for player protection due to gambling problems prior to June 14th based on the information you provided. We unfortunately don't consider the tools you are describing as mandatory responsible gambling tools, and can't use their absence as a basis for requesting a refund on your behalf.

In its response from June 14th, the casino accepted your self-exclusion request and presumably closed your account.

Please note that you should be able to cancel any newsletter or marketing communication coming via email using the unsubscribe button at the bottom of an email.

In your initial post, you wrote:

Proofs:

(...)

Screenshot of my addiction report.

Would you be able to submit this evidence to me for review?

Looking forward to your reply.

Dear MimiMy,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru