Kikobet Casino - Player's account has been reopened after exclusion.

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.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is your account still open, or has the casino closed it again in the meantime? If it has been closed, please specify the date when the casino closed it.
• How many times has your account at this casino been reopened since 2023? Did the casino reopen your account automatically, or did you have to request the reopening through customer support?
• When was the last time you deposited funds into this casino?

Please note that Kikobet Casino operates under a license issued by the Curaçao Gaming Authority. This licensing authority does not require operators to apply self-exclusion across their entire brand portfolio. Therefore, players need to self-exclude from each casino individually.

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

Dear Veronika,

My KikoBet account is closed.

KikoBet closed account no. xxx again on 13 July 2026, after I submitted my formal responsible-gambling/refund complaint.

xxx is the same account number that KikoBet had already closed following my gambling-addiction exclusion on 6 December 2023.

Therefore, this is not a case involving a different KikoBet account.

2.

I cannot responsibly give an exact total number of reopenings/reactivations because KikoBet has not provided the complete account-status and audit history despite my requests.

What I can document is the following:

6 December 2023: I directly contacted KikoBet at support@kikobet.com and stated:

"Ban forever gambling addiction in whole casino Group."

KikoBet acted on this request and closed account 4002460022. On 11 December 2023, KikoBet again confirmed that the account had been closed at my request.

By 25–26 December 2025: the KikoBet player relationship was clearly active again. Deposits, withdrawal attempts and extensive KYC/payment verification were taking place.

This is important because this activity occurred before my later reopening request of 29 January 2026. Therefore, the account had already become accessible/active again at some point following the December 2023 closure.

The core responsible-gambling question is therefore not whether I later wanted to gamble again — I openly acknowledge that I did. The issue is why an account that KikoBet had permanently closed after an explicit disclosure of gambling addiction could subsequently become active again and could/was later be reopened

3.

There are at least two documented deposits/payment events on that date:

a EUR 21 card deposit made using a Jeton virtual card, which was subsequently submitted directly to KikoBet during KYC/payment verification; and

at 10:25 on 25 December 2025, a transfer of 0.04078882 ETH, for which the transaction evidence was also submitted to KikoBet as part of the payment/KYC process.

Even a deposit before 3 Months could be possible.

The reason is another important part of my complaint: KikoBet has not provided the complete historical transaction ledger.

On 31 January 2026 KikoBet support expressly told me that all of my transactions were available in my account. However, the transaction interface displayed that no data were available.

I followed the troubleshooting instructions provided by KikoBet, including different filters/date ranges, cache and cookie deletion, incognito mode and another device. The historical records remained unavailable.

On 24 March 2026 KikoBet then expressly stated:

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

Thus, KikoBet itself acknowledged that extensive transaction records existed for the period from July 2025 through 24 March 2026, while those records remained unavailable to me and KikoBet still did not provide the complete ledger directly.

This is why I cannot honestly provide Casino Guru with an exact final deposit date or an exact total post-exclusion net-loss figure based solely on the player-facing records.

I would therefore respectfully ask Casino Guru to request the complete deposit, withdrawal and gambling ledger directly from KikoBet.

My complaint against KikoBet does not depend on an automatic group-wide exclusion obligation only.

The decisive self-exclusion was sent directly to KikoBet itself, at its own support address, and expressly stated gambling addiction as the reason. KikoBet received and acted upon that request by closing my KikoBet account.

Therefore, even if no regulatory requirement existed to extend the exclusion automatically to unrelated sister casinos, KikoBet itself had direct knowledge of my gambling problem and had already closed the very same KikoBet account as a result.

I understand that this additional group evidence should not automatically be treated as proof of a legally mandatory cross-brand exclusion. I consider it supplementary evidence relevant to what responsible-gambling information and cross-brand controls may have existed within the wider operator structure.

Only 19 days after KikoBet closed my account following the gambling-addiction request, KikoBet credited a EUR loyalty bonus and offered a 50% deposit bonus up to EUR 500.

Promotional activity continued subsequently, and on 5 July 2026 KikoBet again credited a EUR 5 loyalty bonus and offered a 100% deposit promotion.

I am not asking Casino Guru to conclude from this alone that any particular technical or regulatory violation occurred. I believe it is relevant because it shows that the account continued to be present in KikoBet's marketing/bonus systems after the permanent addiction-based closure.

KikoBet acknowledged that extensive transactions existed, while the customer-facing transaction history showed none, and KikoBet has not supplied the complete ledger directly.

Thank you for your reply.

Please forward me the emails regarding your self-exclusion requests, the casino's confirmation that your account was self-excluded, and the subsequent communication between you and the casino's customer support regarding the reopening of your account. Please send them to me at veronika.f@casino.guru.

Although you attached some of these files to your complaint, I need the original, complete email threads rather than screenshots. Please ensure that the emails are unedited and that no information is cropped, covered, or otherwise redacted.

Thank you for your cooperation.

Dear Veronika,

I did send the requested E-Mails by Mail.

Best regards

Thanks for your help

Dear Hearlie57

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, Martin (martin.l@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,

Veronika

Hello Hearlie57,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Hearlie57,

I am sorry to inform you that despite several attempts to contact the casino, we have not received any response or cooperation from their side. Unfortunately, without their cooperation,

there is very little more we can do through our complaint resolution process.

For this reason, I will now mark the complaint as unresolved in our system. I understand this is not a satisfactory outcome for you, but our options in this situation are unfortunately very limited. If the casino decides to respond at a later stage, we will reopen the complaint and notify you by email.

I would also like to advise you to contact CADRE, the casino’s appointed Alternative Dispute Resolution provider, through the following link: https://cadre.online/file-a-claim-international/

CADRE is an independent ADR entity that handles disputes between players and certain Curaçao-licensed casinos. The casino has appointed CADRE as its ADR provider, which means they may have additional authority or leverage to review your case.

Please note that ADR services are generally available when a complaint cannot be resolved internally and the player wishes to escalate the matter. Before referring a dispute to CADRE, the player must usually exhaust the casino’s internal complaints procedure. The complaint should be submitted according to CADRE’s rules and must include sufficient details and supporting evidence. According to the casino's website, failure to provide the requested information may delay the review or result in the dispute being rejected.

Please let me know if you need help submitting the complaint to CADRE, or if you receive any response from them, by emailing me at martin.l@casino.guru.

Kind regards,

Martin