Kikobet Casino

Public

Hearlie57

Bronze

Argentina

Public

8 hours ago

Hello Casino Guru Team,

I am submitting a responsible-gambling and refund complaint concerning KikoBet. The case involves not only the reopening of a permanently self-excluded account, but also unresolved transaction-record discrepancies and evidence relevant to the wider operator structure.

1. Explicit permanent gambling-addiction exclusion

On 6 December 2023 at 17:06 CET, I sent KikoBet the explicit instruction:

"Ban forever gambling addiction in whole casino Group."

KikoBet acted on this request and closed my player account.

KikoBet again confirmed on 11 December 2023 that the account had been closed at my request.

My request expressly referred to gambling addiction and requested permanent exclusion across the casino group.

2 I also sent a further permanent gambling-addiction/group-wide exclusion request which included PlayOnWin among the recipients.

PlayOnWin is currently operated by Media Entertainment N.V., the same current operator identified for KikoBet.

I understand that current ownership alone does not prove that all brands necessarily shared the same responsible-gambling systems in December 2023. I therefore ask the operator to disclose what group-wide responsible-gambling and cross-brand account systems existed at the relevant time and whether my exclusion data was available across those systems.

3. Bonuses continued after permanent exclusion

Only 19 days after the KikoBet gambling-addiction exclusion, on 25 December 2023, KikoBet credited a EUR 9 loyalty bonus and offered a 50% deposit bonus up to EUR 500.

Further promotional activity continued later, including another loyalty credit and deposit promotion on 5 July 2026.

4. Same account became active again

By December 2025, KikoBet was again proc

essing financial activity, withdrawals and extensive KYC/payment verification in relation to the same player relationship.

I can directly document a EUR 21 card transaction which I submitted to KikoBet KYC as casino deposit evidence and a 0.04078882 ETH transaction which was lsubmitted in connection with the KikoBet account. I estimate the total deposit sum to 1000 Euro. KikoBet should provide all Transaction data.

5. KikoBet acknowledges historical transactions, but they are not visible

On 31 January 2026 KikoBet support told me that all transactions were available in my account.

However, the customer-facing transaction history displayed "No data is available."

KikoBet then instructed me to change filters and date ranges, clear cache/cookies, use incognito mode and use another device.

None of this restored the historical records.

On 24 March 2026 KikoBet expressly stated:

"In der Zeitperiode von 07.25 bis 24.03.26 gibt es so viele Transaktionen."

In other words, KikoBet acknowledged that extensive transactions existed in its systems while those records remained unavailable in the customer-facing history.

KikoBet nevertheless did not provide the complete underlying ledger directly.

I therefore cannot accurately calculate the complete deposits, withdrawals and net losses accepted after the gambling-addiction exclusion.

I am not alleging as an established fact that KikoBet deliberately deleted or manipulated records. The evidence establishes a serious discrepancy between acknowledged backend transaction records and what the player is allowed to see.

6. Timing of the missing history

A formal Article 15 data request demanding the complete transaction record was sent on 25 January 2026.

Less than six days later, KikoBet was simultaneously telling me that the transactions were available while the interface showed none.

I cannot establish whether visibility disappeared before or after the data request because I do not have a preserved pre-request screenshot.

I therefore ask KikoBet to disclose the relevant account, archive, migration, API, access-control and transaction-history records rather than drawing an unsupported conclusion about deletion.

KikoBet has not explained the intervening account-status events or provided the complete reopening/reactivation audit history. My account was verified in December 2025 and remained open. At a usual KYC check my accountstatus should have been flagged and excluded at this point.

8. Wider Media Entertainment evidence relevant to the investigation

I have additional evidence which I can provide privately if Casino Guru considers it relevant.

I am not presenting those sister-brand findings as proof that KikoBet deliberately removed data. I am presenting them as relevant reasons to ask Media Entertainment N.V. about historical account mappings, migrations, responsible-gambling flags and transaction-data architecture across its brands.

I hope Casinoguru can help me with this case.