KinBet Casino - Player's account is reopened despite self-exclusion request.

M I requested closure of account few months ago, they confirmed that my account was close, i told them i am gambling addict and they closed it immidiately, then randomly after few months i got email that if i answer call from Luka VIP manager I will get 20€ cashback + 30€ vip bonus and then they called me and gave me this, even I said before I am gambling addict and i dont want any calls or emails, still they did this to me and lure me to gambling again, i lost since then almost 10000€, I want to report them, sue them so I get my money back, they didnt respect that I have problems and I wanted closure because of that and they called me without my permission. They broke rules of gambling rights ! What can I do here? I tried to close it many times but they still luring me with their free spins and cashbacks, they are using my weakness. And also 2 days ago I requested closure of account forever and now they ignore me for 2 days, I wrote to vip manager, to support email + contact them on live chat where they said i must wait for answer on email. They are obviously doing this again - buying time so I spend more !!! I am willling to share 25% of cash I get back if can anyone help me becuase they are dusgusting !!!!! my account is registered on nejkobond@gmail.com

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KinBet Casino. Please note we don't accept commissions of money recovered from online casinos. Our complaint resolution service is free for players.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@kinbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 KinBet 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."

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

Dear LjutiNachos,

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.

I wrote you on mail z wrote.

I dont have access to tmy account anymore, they close it now but they still ignoring my emails since than, last email i got drom vip manager Luka was at 26th of November 2025, last reply from their support email was 25th of November 2025, they ignore me like they ignored my request for closure of account forever. This is clear evidence they ignore player requests like they did before. I know I can request money back because they reopened my account even after I asked them to close it forever months ago!! I know my rights I should be protected from gambling if I mention gaming problems in ym email but they didnt reopened my account by my request but they called me and emailed me so they lure me back so this was their mistake!!!!! I wanted to stop but they "forced" me to play and spend again with their offers!!!

Hello? I wrote you days ago, also here I commented here 2 times and my commentar is still waiting for approval. Can you help me please? I dont get any response from casinoi KinBet for 10 days + what the hell is going on? Should I sue them?

HELLO???? HOW MUCH LONGER I WAIT ISENT YOU MAIL 10 + DAYS AGO?

Thanks for your patience.

I apologize for not replying earlier.

For us to assist you with a refund request, we would require the evidence that you informed the casino of your gambling addiction. The information shared is presumably all from November 2025.

As for the messages you keep receiving, have you contacted the casino and asked them to stop messaging you with advertisements? With what result?

Have you blocked the number and reported it as spam?

In your initial post, you wrote:

I requested closure of account few months ago, they confirmed that my account was close, i told them i am gambling addict

I would kindly ask you to provide the evidence to support this claim.

I apologize for the inconvenience. I'll do my best to process the evidence as soon as possible. Send it to my email at tomas@casino.guru

I sent you all evidences on your mail, I will try to find older emails. I told vip manager via emails that I am addicted but he still kept keeping me in play. I didnt recieve any answer for them since they close my account, I tasked them kindly what are my rights to request refunds or some kind of compesation because I spent all that money on their site because they "illegaly" lured me to play again even they knew I am addicted i explained that in many mails. Also can I request my mail history from them? And now I can not log in so I can not see when was the last time I deposited since first request of closure of account. Nejc

I went over the screenshots you provided again.

Please let me know if you have saved any communication you sent to the casino before your account was originaly closed.

The screenshots you sent me are only records of your communication after the incident already occured. We need to have evidence of the efforts you made before the casino failed to protect you. I apologize for any misunderstanding.

Send the emails or other evidence to my email at tomas@casino.guru

I am getting this informations but they sre completly ignoring my emails/requests for more than 3 weeks!!

Thanks for your patience.

Sadly, the evidence you provided is insufficient for us to proceed with the complaint further.

If you happen to recover emails or other communication from the previous incident, please don't hesitate to contact us again. Since you have confirmed that the casino has already closed your account, there is little we can do.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.