Kingz Casino - Player’s refund request is delayed due to unresolved complaint.

I am writing to escalate a complaint that has gone unresolved for over a month.

Background

I contacted the Tobique Gaming Commission (TGC) and followed their complaint protocol starting on 10 July 2026, submitting a formal complaint against the operator Kingz.win (Novatrix SRL). The only response I ever received from TGC was their initial acknowledgment message confirming they had received my complaint and copied in the operator. Since that message, I have received no further communication from TGC despite it now being more than a month later. I have followed up and received no answer.

Because TGC has not responded or taken any further action, I am seeking another avenue to resolve this matter.

The Complaint

On 2 June 2026, I disclosed openly in Kingz.win's Telegram channel that I was struggling with a gambling addiction, and I set a 30-day Cooling-Off Period on my account specifically to protect myself. A staff member responded supportively at the time and acknowledged this was a good decision.

Despite this disclosure, Kingz.win support staff allowed me to resume playing only about two weeks later — well before my 30-day Cooling-Off Period had ended — and even gave me a bonus when I returned to the platform. Kingz.win's own Terms and Conditions state that deposits and play are not permitted during an active Cooling-Off Period. Staff were directly aware of my disclosed addiction and the active restriction, yet did not enforce it.

I raised this directly with Kingz.win. They have confirmed the facts as I've described them and do not deny that this happened. However, they have refused to refund my losses, citing that my account is net-positive over its entire lifetime (roughly $1,000 in profit across all time).

I do not dispute my lifetime account figures. But my complaint is specifically about the period from 2 June 2026 (when I disclosed my addiction and set the Cooling-Off Period) through 10 July 2026, during which I should never have been permitted to gamble at all. During that specific window, I lost approximately $6,300. This is the amount I am seeking to have refunded.

What I Am Asking For

A refund of the approximately $6,300 I lost between 2 June 2026 and 10 July 2026 — the period during which Kingz.win's own responsible gambling rules should have blocked me from playing entirely, following my explicit disclosure of addiction and self-imposed Cooling-Off Period.

I have supporting evidence, including the Telegram chat from 2 June 2026 where I disclosed my addiction, and my correspondence with Kingz.win support confirming these events. I am happy to forward all of this evidence by email if you can provide an address to send it to.

This situation has been extremely stressful, and the lack of any response from TGC for over a month has made it worse. I would appreciate guidance on next steps.

Kind regards, [Redacted]

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Kingz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila