KokoBet Casino - Player’s account closure request has been ignored.

Subject: Account closure request due to gambling addiction ignored – refund requested

Hello Casino Guru,

I would like to ask for your assistance with a dispute concerning KokoBet.

I contacted KokoBet on 25 August 2026 by email and explicitly requested that my account be permanently closed due to gambling addiction.

I had already contacted them several times by email regarding the same matter. Despite this, my requests were not properly addressed.

I also requested a refund of my remaining/deposited funds, as I believe the casino failed to act appropriately after being informed of my gambling addiction and my request for permanent account closure.

I subsequently contacted KokoBet's live chat and explained the situation again. I provided a screenshot of my previous email requesting permanent closure because of gambling addiction.

The support agent repeatedly gave me generic answers such as that the matter would be forwarded to colleagues and handled as a priority. I was also told that refund requests are handled by email.

However, I had already sent the relevant emails more than a week earlier, and they had not been properly addressed. When I pointed this out, the support continued to provide essentially the same generic responses without giving me a concrete explanation, resolution, or timeframe.

I find this particularly concerning because KokoBet was clearly informed that I wanted my account permanently closed specifically because of gambling addiction.

I am therefore asking Casino Guru to investigate:

Whether KokoBet acted appropriately after being informed of my gambling addiction.

Why my repeated requests for permanent account closure were not promptly acted upon.

Whether the casino should refund the deposits/losses made after my gambling addiction and request for account closure had been communicated.

Why KokoBet continued to give generic assurances instead of actually resolving the matter.

I can provide screenshots of my emails and the complete live-chat conversation as evidence.

I would appreciate Casino Guru's assistance in resolving this dispute with KokoBet.

Kind regards

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KokoBet Casino.

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 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 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."

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

- Das Konto ist gesperrt.

- Selbstausschluss am 25.08. per Chat und Email beantragt

- 31.08. Kontoschließung wurde nicht umgesetzt und ich konnte Einzahlen

Hat das Casino bereits auf Ihre Rückerstattungsanfrage geantwortet? Wie lautete die Antwort des Casinos?

- Ja. Die Erstattung soll 3-6 Monate dauern.

Thanks for your reply.

• Do I understand correctly that the casino agreed to process a refund for the amount you spent after the 25th?
• Would you be able to share the casino's response regarding your refund request?
• Send it to me as evidence. My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Marco123,

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.

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Marco123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Have I understood correctly that the casino has agreed to refund you the amount you spent after the 25th?

- Yes

Could you please let us know the casino’s response to your refund request?

- It was sent by email

Dear Marco123,

Could you please provide any updates regarding the casino's investigation since your last post?

Please let me know.

Seit dem letzten Beitrag gibt es keine weiteren Informationen.

Die Email von koko.bet, die ich dir zugesendet habe, ist der aktuelle Stand.

Bearbeitungszeit laut koko.bet:

3 bis 6 Monate (ab 01. September 2026)

Vielleicht könnt ihr die Angelegenheit beschleunigen, da der Fehler immerhin bei koko.bet lag.

Dear Marco123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Marco123,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the KokoBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a KokoBet Casino representative to join this conversation and participate in resolving this complaint.

Dear KokoBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Player and Casino Guru Team,

Following our investigation, we would like to provide clarification regarding the player's previous account closure request.

Unfortunately, due to an email delivery issue affecting communication with the player, the necessary correspondence was not successfully delivered. As a result, the account closure procedure could not be completed at that stage in accordance with our standard guidelines.

We are currently proceeding with the player's refund request and would like to finalize the process as smoothly as possible. However, as the email delivery issue persists, our attempts to contact the player directly have been unsuccessful.

Therefore, we kindly ask the player to provide the necessary bank details so that the refund can be processed. Please note that the details should correspond to the payment account previously used to make deposits at our casino. For security reasons, we kindly ask that this information be shared through a secure, private communication channel rather than publicly.

We appreciate the player's cooperation and Casino Guru's assistance in resolving this matter and look forward to completing the refund process.

Kind regards,

Kokobet Team

Koko.bet weigert sich weiterhin, die Rückerstattung zu erledigen.

"Dear Marco,

Thank you for contacting us.

For security purposes, we kindly ask you to contact us exclusively from the email address registered to your account. This will allow us to verify your identity and assist you with your request securely.

Thank you for your understanding and cooperation.

If you have any further questions, our Support Team will be happy to assist you.

Kind regards,

Kokobet Support Team"

Diese E-Mail Adresse existiert nicht mehr. Wegen Glücksspielsucht und Promotion E-Mails habe ich diesen E-Mail Account unwiderruflich gelöscht und somit keinen Zugriff mehr.

Ich stehe mit koko.bet über meine offizielle Gmail Adresse im Kontakt, mit der ich auch hier bei CasinoGuru registriert bin.

Und genau dass ist der Grund, warum das alles so lange dauert und ich die Hilfe von CasinoGuru brauche. Es geht immer wieder nur um die E-Mail Adresse. An einer E-Mail Adresse sollte deine Rückerstattung ja wohl nicht scheitern.

An den E-Mails wird immer mein Personalausweis, mein Adressnachweis, Bankkontoauszug und die Karte mit der die Einzahlungen getätigt wurden, beigefügt.

Ich bitte um Unterstützung.

---

"Dear Marco,

Thank you for contacting us.

We sincerely apologize for the misunderstanding. According to our records, your request is currently being processed. As soon as any updates become available, you will be notified by email.

Thank you for your understanding.

If you have any further questions, our Support Team will be happy to assist you.

Kind regards,

Kokobet Support Team

Ticket ID: WORWCR"

Problem ist, koko.bet antwortet auf meine Anfrage zwar bei Gmail, die wichtige Antwort bezüglich der Erstattung geht dann aber an die E-Mail Adresse die nicht mehr existiert.

Dear KokoBet Casino,

According to the player, their old email address was deleted, so they are now trying to contact you using a new email address.

Would it be possible for you to verify this email address and continue with the refund process? Thank you.

Nach über 72 Stunden wurde die Rückerstattung immer noch nicht abgeschlossen.

Nach Bankdetails fragen und die Zahlung nicht zu veranlassen ist unprofessionell und unseriös.

---

Update:

Ich habe das Geld soeben erhalten.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marco123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor