GoKong Casino - Pelaajan tilin sulkemispyyntöä ei ole huomioitu.

I have repeatedly requested in the live chat over the past few weeks that my gaming account be permanently closed. These requests have been ignored every time.

On January 29, 2026, I also sent a clear email to support demanding immediate account closure. There was no response to this either, and my account was not blocked.

This allowed me to deposit money again today, specifically €437.

I demand only a refund of these €437, as I have done everything reasonably possible to have my account closed.

As proof, I am attaching all chat histories and emails.

I request Casino Guru's assistance in enforcing my legitimate claim for a refund.

Ich habe bereits seit mehreren Wochen mehrfach im Live-Chat darum gebeten, dass mein Spielkonto dauerhaft geschlossen wird. Diese Anfragen wurden jedes Mal ignoriert.

Am 29.01.2026 habe ich zusätzlich eine eindeutige E-Mail an den Support gesendet, in der ich klar die sofortige Kontoschließung verlangt habe. Auch darauf erfolgte keine Reaktion, und mein Konto wurde nicht gesperrt.

Dadurch war es mir heute erneut möglich, Geld einzuzahlen, konkret 437 €.

Ich fordere ausschließlich die Rückerstattung dieser 437 €, da ich alles mir Zumutbare getan habe, um mein Konto schließen zu lassen.

Als Nachweis füge ich alle Chatverläufe und E-Mails bei.

Ich bitte Casino Guru um Unterstützung bei der Durchsetzung meiner berechtigten Rückforderung.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 GoKong 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 [email protected]
• 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 with a new self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

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 GoKong 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