KiloBet Casino - Pelaajalla on kotiutusongelmia kasinon kanssa.

Hi, I'm texting you to complain about the Kilobet casino that I'm having issues with.

I have funds in my account that I won €1991 on September 19th 2025. This was a Friday 100% reload.

Then in some time I started the verification process.

The last document I submitted was the payment method. I sent it, requested the withdrawal of €1000, and never heard from them after that.

I've been trying to reach them for weeks. Their live chat button is not even active, they don't reply to my emails. I've used 2 support emails I managed to find, those are support@kilobet.com that I found in my inbox (they sent the information emails from this address but when I send the emails back, they are not delivered), and support@kilobetsupport.com that I found near the email form they have on the site. I've also tried sending the message straight from the site but none of the methods above work, they are not responsive at all.

I really hope that you will help me to get the reply and withdraw my funds from this casino.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible? Can you log in?
• Do you have any information available to you regarding the status of your verification?
• Have you made successful payouts in the past?
• Have you used the same payment method for payouts and deposits?
• When was the last time you were in contact with the casino regarding any issue?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello,

Thank you for opening my complaint.

• I can log in to my account.
• My payment method document is not being reviewed and is pending.
• This is my first withdrawal.
• I've used the same payment method for both deposit and withdrawal.
• The last email I got from them was Oct 22, 2025. It was an automated email asking me to verify my email address. They've never replied to my emails and their live chat button is not active.
• I will send my screenshots to the email address mentioned.

Dear name765,

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, Hadi (hadi.a@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 name765,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

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 name765,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at hadi.a@casino.guru