The player from New Zealand's account had been self-excluded after he deposited $250 and reached $1950. He had attempted to contact the casino via live chat and email but received only one response a week ago and no further communication despite multiple attempts. We had tried to clarify the situation by asking the player questions about his self-exclusion and verification status, but he did not respond to our inquiries. Due to the lack of response, the complaint was closed for the time being, and no further investigation or resolution was provided.
Kiwi's Treasure Casino - Player's account is closed due to self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: NZ$1,950
Kiwi's Treasure Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Hi there i made an account deposited $250 got upto $1950 was still playing and my account just logged out and said you have been self excluded. I have tried to contact them on live chat and email and got one response a week ago but havent heard anything back since. Have emailed and talked on live chat multiple times since
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1 month 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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1 month 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.
- Have you requested to be self-excluded from this casino?
- Have you mentioned any gambling-related problems to the customer support before your account was blocked?
- When exactly did you create an account at this casino?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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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1 month ago
Hi there,
no i have never requested to be self excluded from the casino
no i haven't mentioned any gambling related problems to the customer support. I was just playing and mid playing my account just logged out
no i have not submitted anything. I opened my account was playing for about an hour then was logged out so there was no time
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1 month ago
What games were you playing at this casino before your account was blocked?
Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.
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1 month ago
Dear bayleyleggett,
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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1 month 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
