The player from Germany had requested to close his account on September 16th due to dissatisfaction and again on September 18th, citing gambling addiction. Despite this, he lost 1,000 euros on September 19th and demanded a refund for that loss, emphasizing that the casino should have banned him immediately after his disclosure. The Complaints Team concluded that, although the player had informed the casino of his gambling problem, the casino acted within a reasonable timeframe by closing his account on September 21st. Consequently, there were no grounds to pursue a refund for the 1,000 euros deposited after the initial disclosure.
KinBet Casino - Player’s account is closed after gambling issues.
Closed
Our verdict
Unjustified complaint
Amount: €1,000
KinBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
4 months ago
Translation
Hello,
I contacted the casino on September 16th and asked them to close my account because I was very dissatisfied.
On September 18, I contacted the casino and asked them to close my account due to gambling addiction.
On September 19th, the only question that came up was whether a break would be an option.
I didn't react and lost 1,000 euros in the casino on September 19th.
This is not legal.
Gambling addiction is a recognized illness; if a player informs the casino about it, the casino must immediately ban the player.
I am now demanding a refund of this 1,000 Euro loss.
The account has now been closed.
Automatic translation:
Public
Public
4 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear player,
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 problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
Thank you very much in advance.
Best regards,
Dominika
Public
Public
4 months ago
Dear player, could you please send me the requests where you mention your gambling addiction?
Additionally, could you confirm if your account has already been closed? And have you made any deposits since your request for closure?
Public
Public
4 months ago
Translation
I forwarded them the email saying "I'm addicted" and, yes, the account is now closed. Since my application, I've deposited another €1,000, which I'm now demanding back.
Automatic translation:
Public
Public
3 months ago
Dear player, could you please forward only the specific email you sent to the casino on September 18th, in which you mentioned your gambling addiction? Please also include the casino’s reply to that message and any further communication you had with them afterwards.
On which exact date was your account closed by the casino?
When did you make the €1,000 deposit that you are now requesting to be refunded?
Public
Public
3 months ago
Translation
I already forwarded the email to you. But I just did it again. I also forwarded the rest of the communication. It was closed on September 21st. On September 19th, I deposited €1,000.
Automatic translation:
Public
Public
3 months ago
Translation
How is it possible that there is still no update from you?
The facts are actually quite clear.
It certainly makes sense to get someone from the affected casino involved.
Automatic translation:
Public
Public
3 months ago
Dear player, please understand that in cases like this, we are only able to help if there is clear proof that the player informed the casino about a gambling problem, and the casino failed to act within a reasonable timeframe. Without such evidence, we unfortunately cannot hold the casino responsible for the additional losses.
Based on the information you’ve provided, it appears you informed the casino about your gambling addiction at the end of the day on September 18th. The casino replied to your message on September 19th, but unfortunately, you did not respond and instead proceeded to deposit €1,000 on September 19th. However, your account was closed on September 21st, which falls within a reasonable timeframe for addressing gambling-related concerns.
While I understand your dissatisfaction with this outcome, I regret to inform you that we do not have grounds to pursue a refund for the €1,000 deposit you made.
At this point, I can only recommend how to self-exclude properly in the future. When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
