Kas.casino - Casino prematurely removed player's cooling-off limit.

Dear Administrator,

actually I have a gambling problems. Last week I joined this casino and I lost 10k usd in one night. I put the maximum cooling off limits. After few days I contacted them back and they removed the cooling off limit immediately while the support agent was talking me and telling me that I’ll win again. I’ll attach the information. 

please if you can help me get a compensation of all what I lost after they disable the cooling off period illegally! They have to recognize when someone is putting the maximum cooling off limit means he has a problem financially and he’s out of control. But they break the rules immediately. Since I know that to remove the cooling off period you need to hold 24 hrs. While they disabled it immediately..

Dear rabieshmaytelly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a cooling-off period? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you very much for the response.

I have sent you on your email everything you’ve asked me about.

I’m pretty sure you will help me🙏

Warm regards,

Thank you, rabieshmaytelly, for the forwarded communication. Could you please forward a screenshot of your cashier history too?

Hi Ms. Petrolena,

i just sent you all the transactions history.

Thanks again 🙏

Thank you very much, rabieshmaytelly, for the forwarded screenshots of your cashier history. Just to sum it up, could you please confirm the following events?:

• A request for a one-month cooling-off period was made on September 23rd.
• The cooling-off period was revoked on September 26th at 6:52 pm, providing a 24-hour window for reconsideration until 2:52 pm on September 27th. It is presumed that this adjustment may be due to a time zone disparity between you and the casino.
• Your last deposit of $250 was initiated on September 23rd at 2:40 pm.
• Subsequent deposit was made on September 27th at 4:39 pm, occurring after the conclusion of the cooling-off period.

If all these events are correct the casino acted in accordance to its rules.

• Could you please advise if you ever mentioned the gambling problem to be the reason for blocking your account?

Hi Petrolena,

the first point is correct, while the second Is not. And I showed you the emails. Actually cooling off disable request was done on sept 26 at 6:53 pm in my time zone and cooling off limit is over on sept 26 l(same day) at 7:18 pm in my time zone. So they canceled the cooling off period in 25 mins only, is that legal?!

And I’ll forward the evidences again on you email.

OK, I received your emails. Thank you. Nevertheless, your deposit limits were disabled sooner but your consequent deposit was placed on the 27th of September at 4:39 pm which is almost 22 hours after the request. Is that correct?

Hi Petrolena,

The issue is about the action which done within minutes to remove the cooling-off period, which means the deposit was open to me to be done any minute.

I acknowledge your perspective, but it's important to note that you specifically requested to terminate the cooling-off period. It appears that you did not communicate your gambling issue to the casino during this process. Although the casino canceled the cooling-off period, they provided you with a 24-hour window for reconsideration, during which you did not inform them of your gambling problem.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Kas.casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to care@kas.casino (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Hi Petrolena, again the problem is that they didn’t give me such 24 hr window for reconsideration! I sent evidences that I could’ve played minutes after I asked for the reactivation! I'll attach the image again and i highlighted the important factors. They broke the rules! I would’ve complained if I weren’t 100% sure that they broke the gambling responsibility rules!

this mail confirm that I could’ve played the moment they sent it and "enjoying spending time" with Kas casino.

Please I need your urgent help!

I understand your point.

• A request for a one-month cooling-off period was initiated on September 23rd.
• Following that, you received confirmation to lift this cooling-off period on September 26th at 6:52 PM, indicating an earlier request from your side.
• The information also indicates that the cooling-off period would last until September 27th at 2:52 PM.
• A subsequent deposit was made on September 27th at 4:39 PM.
• Did you deposit any funds between 26th September 6:52 PM and 27th September 2:52 PM?

your cooling-off limit is now OVER. PLAY NOW!

what does that mean ??! This is sent on sept 26. Minutes after I asked to remove the one month cooling-off limit.

Did they break the rules or not?! Please answer my question if you want to help.

They didn’t apply the 24 hrs.

"The information also indicates that the cooling-off period would last until September 27th at 2:52 PM."

Moreover, the vip manager gave me a bonus to play with on 27th before 2:52PM at 11:07 am and got triggered to deposit at 4:40 pm(even less than 24 hr from the cooling off over request" I’ll attach everything down.

Your capacity to make any deposit between 6:52 PM on September 26th and 2:52 PM on September 27th was indeed revoked, right?

If that's accurate, which funds are eligible for dispute?

actually I’m still communicating with the relevant department in the casino.

Dear Petronela,

I contacted them and complained about what happened and the casino did the investigation. Actually they ended up refunding only the amount I have lost within the 24 hrs (2250$). 

Relative to what I lost after removing the cooling off time before the reconsideration period was over, the return of $2250 is pretty small. Who knows whether I would have had a change of heart and not returned. 

Since I suffered greatly from online gambling, I actually needed this reconsideration period. Unfortunately, this casino did not offer it, so I lost around $17,000 by the time they reopened my account, which was a catastrophe for my life. 

So that I can at least feel fair, I humbly requested Kas casino that they reevaluate this amount of return in light of the entire amount of loss after reopening my account. But they refused! Since they broke the rules they can’t refund partially which is against the law.

I do apologize, but you haven't answered my last question. Please check and try to elaborate.

I elaborated more than enough in my previous message. I think you need to be standing by the right a bit more as I experienced that with your previous colleagues. But It seems to me you are defending this casino against my case.

I apologize, but without your cooperation, I am unable to assist you. Your ability to make any deposits between 6:52 PM on September 26th and 2:52 PM on September 27th was indeed disabled, correct? If that information is accurate, which funds are eligible for dispute?

Dear Petrolena, I said that I was able to deposit and I had sent the evidence. And Kas casino confessed that and refunded to me part of my right. You can also contact the Casino and get this confirmed info. My issue that they refunded to me only the money lost in 24 hrs but not the rest. Hope I elaborated well this time!

waiting to hearing from you…

Please be aware that the casino has not violated any rules, and if a refund for the 24-hour period has been approved, we regret to inform you that we cannot facilitate any additional refunds, as previously explained in my earlier responses.

I think I’m very mistaken wasted my time here with you. You never helped and gave any kind of support. Previously, I had a good experience with casino guru team here, but with you it’s so frustrating. I hope if someone else another than you to take over my case.

Got it. We'll have an internal discussion about your case and will update you shortly on our decision. Appreciate your understanding.

Okay thanks.

Waiting for any updates..

I genuinely regret to say that I don't have positive news. After internal discussions, we collectively concluded that the actions taken thus far align with the consensus. Despite my attempts to clarify our position on multiple occasions, we maintain our stance that the casino adhered to its rules.

Should you wish to pursue this matter further, I recommend reaching out to the Licensing Authority. You can find the necessary steps on how to do so here.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear rabieshmaytelly,

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.

Hi petrolena, actually I sent emails to the license authority since a Month but no one replied or responded by any news. It’s so frustrating that no one is helping.

Could you please forward the email that you sent to the Licensing Authority to petronela.k@casino.guru? Thank you.

Hi Petronela, I forwarded the email. Thanks 🙏

Thank you for forwarding the email. I've noticed that you directed your inquiry to the appropriate Licensing Authority. Unfortunately, I cannot provide an estimate of their response time. However, it's important to highlight that, based on Casino.Guru's assessment, the casino adhered to their regulations. Consequently, we must reject your complaint. Should the Licensing Authority issue a different decision in the future, please do not hesitate to share it with me. I regret not being able to offer more assistance. Thank you for your understanding, and I wish you the best of luck.