KokoBet Casino - Player’s account closure was delayed.

I tried for months to close my account due to gambling addiction.

Several emails were sent, but follow-up questions were received.

You couldn't turn it off in the chat, you had to email.

Got counter questions instead of shutting it down right away.

I emailed that I wanted to close due to gambling addiction but was not taken seriously.

A gambler's worst nightmare

Several months after begging and threatening to report the casino, the chat was finally shut down as well.

Asked in the chat for logs every time I asked them to close the account.

But they refused.

But after this the account was closed but I lost a lot of money on this.

On their website, they have explicitly written about how they help, support, and close accounts linked to gambling addiction.

I am asking for help getting my money back from them the first day I asked to close the account.

In addition, another player who also asked for help from Kokobet closed his account without help.

Important notice:

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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 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 a more complete email exchange in which you informed the casino about your gambling issues from May? Please share the information with timestamps 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?

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

No, it finally closed in August.

I have several email conversations starting in April.

Email these to the above email address.

Since I don't have access to the account and they have refused to give me excerpts of chats and transaction details, I don't have the correct date, but it was sometime in August.

They have said that I should attach several of the kycs that they already have access to in order to check it.

But since I don't get to take part in all the transactions, I wanted to let you take part and help me make sure it goes smoothly.

Emailed info now

Dear Lexuseccoflax,

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, Matej (matej.l@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

Hello Lexuseccoflax, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of KokoBet Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear Player and Casino Guru Team,

Thank you for your patience while we reviewed this case.

We have completed our investigation and provided Casino Guru with the relevant information and supporting evidence via email for further review.

We kindly ask the Casino Guru Team to take the provided evidence into consideration when assessing the case.

Kind regards,

Kokobet Casino

Thank you for your message, dear KokoBet Casino, and confirmation of the account closure. I have responded just now, and will await your reply.

Dear Lexuseccoflax, I am currently discussing your self-exclusion requests with the casino representative, outlining our position and proposing solution. Once we make progress, I will post further update and recommendation once I hear back.

Dear Player and Casino Guru Team,

Following our additional investigation, we have provided further information and supporting evidence to the Casino Guru Team via email.

We kindly ask the Casino Guru Team to review the provided documentation and cross-check it against the information available on your side to ensure a thorough and accurate assessment of the case.

We appreciate your cooperation and remain available should any further clarification or documentation be required.

Kind regards,

Kokobet Team

Dear KokoBet Casino, I have responded to your message.

Dear Lexuseccoflax, currently we are discussing the self-exclusion request and details of the procedure, to establish what has happened and how to mediate the complaint further. Once I hear back from the casino, I will be able to post more details about the situation, explain the Casino Guru's stance and propose a solution.

Dear Lexuseccoflax and Casino Guru Team,

Following our additional review, we have provided the relevant information, further clarification, and supporting documentation to the Casino Guru Team via email.

We kindly ask the Casino Guru Team to review the provided materials and take them into consideration during the assessment of the case.

We appreciate your cooperation and remain happy to assist should any additional information or clarification be required.

Kind regards,

Kokobet Team

seriously how much clarification is needed

I have several emails asking for suspension and it is not being done.

Thank you dear KokoBet Casino, I have responded to your message.

Dear Lexuseccoflax, I am curently discussing your case with the casino representative. I have requested confirmation of self-exclusion being fully applied to your account. I have also reviewed your cashier history and unless the casino can provide evidence supporting their claim that I am not aware of at the time of writing this message, I believe you are entitled to a refund of 2,539 EUR. Once i hear back from the casino, I will update you further.

Thank you so much Matej for running this for me. It's not you I'm frustrated with, it's the casino.

I hope we can reach a solution soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Tragic that it has to go this far, I will also file a report with the Curacao Gaming Authority if Kokobet does not respond within 24 hours.

They have had their time to solve this apparently recurring problem.

Expecting a quick response

Dear Lexuseccoflax and Casino Guru Team,

We sincerely appreciate your patience and understanding throughout this process.

We understand how important it is to bring this matter to a resolution, and we are truly sorry for the inconvenience and frustration this situation has caused.

We would like to confirm that we have reached out to the player via email to request the necessary banking details so that we can proceed with the refund.

We kindly ask the player to check their email and provide the requested information. Once the details are received, our team will be able to move forward with the remaining steps.

Thank you once again for your patience and cooperation. We remain committed to resolving this matter as smoothly as possible.

Kind regards,

Kokobet Team

Thanks, I have provided my bank details now.

will update and press solved when the money arrives

I have submitted my details and asked for confirmation for 2 days now that they have received the bank details but no response...No confirmation that the money is on its way either. ..How long will it take

Dear Lexuseccoflax, from my experience it usually takes about 3-5 working days to process the payment, then next 1-5 working days for the money to arrive, depending on the payment method used.

Dear KokoBet Casino, please let us know once the payment has been processed on your end. Thank you.

still no response on whether they received my information even though I asked for feedback several times... starting to look like a parody

Hi again, you are welcome to post this privately and not open to the public, but I want to know if you are used to casinos backing down and refusing to pay when you get this far.

Is it common to get zero responses and complete MIA after sending an email like that, even though they say they are available?

Is this normal procedure on their part?

I feel an incredible amount of stress when I don't get a response from them regarding an update on whether they even received my bank details as this month's finances depend on this.

They respond when you email.

Attached is the email they sent me.

My question mark on the computer doesn't work so the dots should be question marks.

Sorry for all these questions but I feel like shit for putting myself here...

now they say 3 to 7 months to proceed with the refund to arrive thats not ok the other ones got their in days!!!!!!!

Hello again

Really need help again.

Since it is Kokobet that made the mistake, I do not accept that this refund should take 3 to 7 months when others received their money back in a week.

Can you help me get them back earlier and communicate this to me..

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

Dear Lexuseccoflax,

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,

Matej