The player from Spain received unsolicited emails and SMS from the casino despite having closed her account and requested no further communications. Due to a lack of response to inquiries from the Complaints Team, the investigation was unable to proceed, and the complaint was closed at that time. The player retained the option to reopen the complaint in the future if she chose to resume communication.
KinBet Casino - Player's account is closed but receives unwanted promotions.
Closed
Our verdict
Player stopped responding
Amount: ??
KinBet Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
The casino keeps sending me communications by both email and SMS encouraging me to play, even though I closed my account and insisted that they not send me anything.
Automatic translation:
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5 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
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.
- Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.
- What was the reason for closing your casino account?
- Have you tried unsubscribing from the promotional emails?
- Have you tried blocking the phone number that keeps sending you promotional text messages?
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
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4 months ago
Dear Okeyy,
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.
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4 months ago
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,
Veronika
Casino.Guru
