Kunkku Casino - Player's account has been closed without clear reason.

I made an account at Kunkkukasino. I made a deposit for the welcome bonus from which I was able to wager and withdraw €1942. After that, Kunkkukasino closed my account and did not respond to me when I tried to ask the reason for the account being locked.

I looked through the terms and conditions, and I'm sure I haven't broken any of them. Kunkkukasino only replied by email that I had broken the rules, but when I tried to ask what rules I had broken, there was no answer. I don't know what I could do in this situation anymore. I hope you could help with this.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When exactly did you lose access to your casino account?

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,

Kristina

Dear hassineneelis,

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.

i played game called Wilhelm tell.

yes i passed everything with my verifycation before started playing.

my account has closed 6.10.2025. kunkkukasino send me email 6.10.2025 at 14.50pm.

i tried to ask why they closed my account and what rules i have broken, but they never answered me.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

and after these they havnt send me anything. i didnt break any rules and they are not answering me when i ask what rules i have broke.

Hello hassineneelis,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear hassineneelis,

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, Mirka (miroslava.d@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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Kunkku Casino representative to join this conversation.

Dear Kunkku Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear player,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Thank you.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Feel free to check this article on our website:

https://casinoguru-en.com/licensing-authorities/malta-license

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova