KokoBet Casino - Player requests refund after account closure.

1. casino operates without a valid license for the netherlands so all terms and conditions can be nullified
2. they regreted to close my account

i ask for a full refund of my net losses

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Dear Dc62,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with KokoBet Casino. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please explain what you meant by "they regreted to close my account"?
• Do I understand correctly that your player's account has been closed, please?

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,

Katarina

Yes besides the fact that they are operating illegaly in the Netherlands. I’ve sent them many requests in the live chat to close my account and mention specifically that it had to be permanently. To rejected that everytime and try to find a way to remain my account open

Dear Dc62,

thank you for your reply.

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 problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

I send it in the live chat so only the casino has that information.

Dear Dc62,

thank you for your reply.

Do I understand correctly that you do not have any evidence showing that you requested the closure of your account?

Additionally, could you please let us know if there were any other reasons for requesting the account closure besides the casino’s lack of a Dutch license?

Finally, we would like to ask—out of concern for your well-being—whether gambling has been becoming challenging for you or if you feel you may be experiencing a gambling-related problem.

Thank you for your clarification and cooperation.

Looking forward to your reply,

Katarina

Yes one of the reasons was that the gambling was getting out of control. And in addition the should never have targeted dutch olayers. Should be enough reason for a full refund

Dear Dc62,

thank you for your messages and screenshots provided.

Since you have not provided a self-exclusion email, I assume you are not in possession of it. This fact may limit our ability to help you recover your lost funds. Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

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 due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings KokoBet 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."

Please send another email to casino email support@koko.bet (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

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,

Katarina

In the meantime my account is already closed. Just as every casino the dont wanna close it when i tell about my problem ( they even only try to manipulate me to keep playing) but after i explained they are operating illegaly in the netherlands they close my account immediately. All these casino have done 2 things wrond, not closing my account when i asked and operating illegaly. These things combined should be enough for a refund. Maybe you could help me to reacht that refund, im down for a 60% refund so i csn leave all this behind me and start working on myself

Hello Dc62,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Dc62,

thank you for your message and for the update.

I am glad to hear that your account has been successfully closed.

However, given that there is no evidence of your self-exclusion request, I am concerned that we are unable to move forward with this complaint. The absence of this documentation presents a significant obstacle to any future mediation with the casino, and as such, I am unfortunately in a position to close this complaint.

Please understand that this decision is not intended to undermine your experience or the challenges you have faced. It is solely due to the lack of supporting evidence required to substantiate your case.

For these reasons, this complaint will now be closed. I regret that I was not able to provide more direct assistance, and I encourage you to retain any relevant documentation in the future should you wish to submit a complaint again.

We understand that this outcome may be disappointing, and we regret that we are unable to offer further assistance in this matter. If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at complaints@cga.cw. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

All the best,

Katarina