KokoBet Casino - Pelaajan tili on suljettu ja varat takavarikoitu.

Hello dear Branislav,

Thank you for your message and for the opportunity to clarify the situation further.

After a thorough review of the case, we would like to gently acknowledge that there was indeed a miscommunication regarding the status of the player’s account. The player was initially informed that the account would be closed permanently. This wording was used in error, and we sincerely apologize for any confusion it may have caused. However, it doesn't change the fact that the account had to be closed due to the player's refund request.

It’s important to clarify that the account was only reopened after the player confirmed the intention to regain access, and shortly thereafter proceeded to wager the available balance. Unfortunately, these funds were lost during gameplay, and at this stage, there is no remaining balance on the account.

Please don’t hesitate to reach out should you require any further details.

Dear Casino representative,

Thank you for your recent message. I would like to take this opportunity to respond and clarify the situation further.

It is true that I eventually wagered the deposited amount. However, this only happened after I received direct communication from your team, clearly stating that I would not be eligible for a refund and that the only way to retrieve the funds was to wager the full €3,000. Specifically, your message stated:

"Unfortunately, we are unable to honor your request for a refund as the AML law does not allow you to make a deposit and immediately withdraw it, as this is considered money laundering."

"Your account is currently locked and you can request to re-open your account, after which you will be able to wager the specified deposit wager X1 (3000 EUR) and create a withdrawal request."

This message came after I had already left the funds untouched for nearly four weeks. My account was closed during that period, and I had no access to withdraw or manage the balance. It was only after being instructed to wager the deposit that I complied — not because I wanted to, but because I felt forced.

Now it is being implied that I voluntarily chose to gamble the funds, which is not only misleading, but also unfair. I would like to remind you that I have always acted in good faith on your platform, and my full transaction history will clearly show how much I have wagered with you over time.

Therefore, I kindly request that you reconsider my case and issue a full refund of the €3,000, as I believe the current outcome does not reflect the facts of the situation.

Finally, I would also like to request that Jozef from CasinoGuru is made aware of this case and reviews it independently, as I believe a neutral third party will see the situation more objectively and transparently.

Thank you for your time, and I look forward to your understanding and a fair resolution.

Sincerly,

Kasra

Dear KokoBet Casino team,

Thank you for your cooperation. Could you please respond to the following part of my colleague’s message?

AML rules focus on illegal money - would the casino be able and willing to reconsider its decision, and refund the deposits if the user is able to prove their source of funds? If the funds are completely clear and legally received, proven by the user, would the casino still claim it could be money laundering?

We understand this is not a standard situation, and we will fully respect if it is not possible or if you prefer to adhere strictly to the rules. However, please be aware that if you are able to find a way, we will consider it an act of generosity.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days, let us know if you need more time.

Hello dear Jozef,

Thanks for extending the timer, we will be ready to provide an answer for the request soon.

Kind Regards,

KokoBet Casino Team

Hello dear Josef and dear Kasra,

As a casino we operate due to the terms and conditions, which say that Users must play through active deposited amounts at least one time (x1) to be eligible for withdrawal. We are really sorry that Kasra played the deposit amounts while wagering, but the refund is not possible.

Kasra continues his activity at KokoBet, and had a successful withdrawal request recently, so we hope more wins are yet to come!

Kind regards,

KokoBet Casino Team

I hope you get *******

Dear Kasra,

I am very sorry about the situation and understand your frustration. This is indeed an unfortunate situation. Please note that we do not tolerate inappropriate language, so I have edited your last message accordingly.

In conclusion, although the situation is unfortunate, being under the influence is not an excuse, everyone is responsible for their actions. We would have greatly valued it if the casino team could have found a way to return your money. However, please understand that every company must adhere to AML policies, and attempting a refund could create significant regulatory risks.

Considering all the information, I must close this case, as there is nothing further I can do to assist. I sincerely apologize for the inconvenience.

Kind regards, Jozef