The player from Germany raised concerns about player protection after she had blocked the casino's domain through Gamban on March 15th. Despite this, she accessed the casino again via a different unblocked domain, which led her to make deposits and continue playing. She requested an investigation into the casino's practices, believing they undermined protective measures. We explained that Gamban was a helpful but not comprehensive tool and that casinos operating under the same network were not required to extend self-exclusion across all domains. Since the player had not applied for direct self-exclusion before her account closure, the complaint could not be handled as a failed self-exclusion case and was therefore closed. Guidance on proper self-exclusion procedures and additional support resources were provided.
KukiMuki Casino - Player reports issues with account protection measures.
Other
Amount: ??
KukiMuki Casino
Safety Index 7.3 Above averageCase summary
TranslationI would like to file a complaint regarding player protection.
On March 15th, I had the casino's domain actively blocked via Gamban to protect myself from further gambling. After that, access to the original site was no longer possible.
I deliberately relied on this protective measure because Gamban is a widespread and effective application used precisely for this purpose.
Subsequently, I became aware of the casino again through promotional emails, but via a different domain that was not blocked by Gamban. Using this alternative domain, I was able to access the casino again, make deposits, and continue playing.
I noticed that the casino uses a large number of different domains. This made it very easy to circumvent the security measures I had implemented.
I am aware that I did not set up a direct self-exclusion at the casino. Nevertheless, I actively took measures to protect myself and relied on their effectiveness.
In my view, the use of numerous domains and the continued advertising via email poses a significant problem in the area of player protection.
I therefore request that this matter be investigated and that the operator be contacted.
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Dear LaJenny7,
Thank you for sharing this. It’s completely understandable that you feel let down, especially after taking steps to protect yourself. Using Gamban was a positive first move, but unfortunately it isn’t always enough to fully block access, especially when a casino operates under multiple domains.
For the casino to carry full responsibility in restricting your access, applying for a direct self-exclusion with them is very important. This is the measure that obligates the operator to block your account and stop any further access or marketing. It’s also important to note that a self-exclusion with just one casino isn’t always sufficient when several casinos operate under the same network.
Do you have access to your account?
We’re here to support you and can assist you in reaching out to the casino and applying for self-exclusion.
Regards,
Jean
Hello,
Thank you for your response.
I understand your point regarding self-exclusion. However, my complaint is not only about that.
The main issue is that the casino operates under multiple domains and continues to reach users through alternative websites and marketing emails, even after protective measures like Gamban were applied.
This creates a situation where effective self-protection is undermined, especially when the operator is part of a larger network using different domains.
Additionally, the casino did not address this issue at all and continued to allow access and deposits.
Therefore, I believe this case should be reviewed in the context of responsible gambling and operator practices, not only self-exclusion.
Best regards
Dear LaJenny7,
Thank you for your clarification. I fully understand your concerns regarding player protection and the challenges you faced.
It’s important to note that casinos operating under the same network and holding an AOFA license are not obliged to extend a self-exclusion applied at one of their brands to all other connected casinos. If even direct self-exclusion within the network doesn’t automatically apply across all platforms, then external tools like Gamban have even less enforceability.
Gamban is a helpful harm-minimization tool designed to block access to known gambling domains. However, it relies on continuously updated lists and cannot predict or instantly detect every alternative or newly created domain. Operators using numerous domains can unintentionally or intentionally bypass such software simply by launching new URLs—meaning Gamban, while useful, is not a guaranteed barrier.
Do you still have access to your account? This is what we can assist you right now.
Hello, No, I no longer have access to my account.
However, the issue is that I was able to access and use the platform before that, despite using protection tools like Gamban. Access was possible through alternative domains, which allowed me to bypass these protections.
The restriction only happened after the activity had already taken place, which raises concerns about the effectiveness of player protection measures.
I would like this to be considered in the evaluation of my complain
Dear LaJenny7,
I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. Please keep in mind that Gamban, while helpful, is not a fully comprehensive protection tool and cannot guarantee complete blocking of all gambling domains. For stronger and more reliable protection, we highly recommend applying direct self-exclusion with any casinos you currently have access to, as this is the only measure that obligates operators to restrict your account and stop all future access.
Since you didn't request self-exclusion from this casino before your account has been closed, we cannot handle this complaint as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Jean
