The player from the Netherlands had self-excluded from all sister sites but still received communication from Fortaprime SRL, which led to a detrimental gambling session resulting in a loss of 2600 euros. He requested a full refund for his deposits, claiming that the casino had exploited his gambling addiction. The Complaints Team concluded that the casino had closed his account within three working days of his self-exclusion request, which was deemed a reasonable timeframe. Therefore, he was not eligible for a refund of his deposits made during that period. The player was encouraged to seek further support for his gambling issues.
Kaasino Casino - Player seeks a refund after his self-exclusion is ignored.
Amount: €2,600
Kaasino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Fortaprime SRL. is there main branch.
i did self exclude me from all there sistersite and yet still i got a message from this brand new casino.
so falling to the temptation i did try.
2600 euro gone in 3 hours.
there main branch was up to from my gambling addiction and did exploit this matter
i want a full refund for my deposits.
since they should not have let me make a account and play for so long
Public
Public
1 month ago
Dear Amnesys,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing.
According to our records, Kaasino Casino is licensed by Costa Rica. This regulator does not impose a requirement for licensees to enforce self-exclusion across all casinos owned by the same company. As a result, players are unable to self-exclude from all brands operated by Fortaprime SRL at once, and must request self-exclusion on a per-casino basis.
Could you please confirm if you directly informed Kaasino Casino about your gambling issue and explicitly requested the closure of your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
Thank you for the quick reply.
Please forward me the account closure request you sent to Kaasino Casino at veronika.l@casino.guru.
Has the casino blocked your account yet?
Public
Public
1 month ago
My account is blocked yes and they are investigating my refund request.
its been taking for 4 days now.
i can’t show you prove off me asking for a self exclusion. Since I did this trough live chat and trough email…
Public
Public
3 weeks ago
Could you please specify the exact date when you requested self-exclusion from Kaasino Casino, and how long it took for the casino to block your account after that?
Additionally, if you submitted your account closure request via email, kindly forward that email to me as well.
Public
Public
3 weeks ago
Request was made on 11 oktober.
closed on 14 October.
now I am trying to get a settlement for a refund for 2 week but there has been no progress so far.
Public
Public
3 weeks ago
They did reach out to me.
there won’t be no compromise and my mail contact will be ignored from now on.
my advice don’t play in any off there branch casinos.
Public
Public
3 weeks ago
Thank you for keeping me updated. Based on the data you’ve provided, the casino closed your account 3 days after you initially informed them of your gambling problem and request to be self-excluded. From our perspective, 3 working days is a reasonable timeframe for handling self-exclusion requests, and therefore, we believe you are not eligible for a refund of the deposits made during that period.
I understand that this may not be the outcome you were hoping for, and I truly empathize with the challenges you've faced. Please know that taking the steps to address your gambling problem is incredibly important, and I encourage you to continue seeking support and staying committed to your well-being. 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)
While we were unable to assist further on this occasion, please do not hesitate to reach out if you encounter any issues with this or any other casino in the future. We wish you the very best moving forward.
Best regards
Veronika
Casino Guru
