Kent Casino - Player experiences delayed withdrawals and denied loss limit.

Hi, I was playing on this new casino. It states in there responsible gambling that we can ask for a loss limit. I asked for it it was never replied and was denied to be done. Also on top of that I was given multiple hours and hours of miscommunication because they wanted me to keep playing on there site so I would lose all my money please see attached screenshot evidnce. Even after all of this information given to me as indicated on the screenshots they continued to decline my withdrawals and asks for a time out/loss limit. They give miscommunication to players so they lose there money please let me know where to send the email thread too. 

Dear sati725,

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

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

• Could you please advise whether you were able to activate any responsible gambling tool at all with the help of support or without it?
• Have you completed account verification?
• Is your casino account currently blocked? Have you requested for it to be blocked or was it the decision of the casino?
• Could you please explain what the disputed amount of Can$7338 refers to in this situation?
• Please share with me your communication with the casino regarding the issue. My email is tomas@casino.guru

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

Best regards,

Tomas

Hi,

• i was unable to activate any tool as they told me every time it was not possible, even though in there responsible gambling it states loss limits in English which I sent them screenshots of which after that they stopped replying now.
• I completed verification at 9:53 am PST and did it multiple times before that. Even after they told me I was fully verified they still kept declining my withdrawals. I knew it was a scam after that. Also I was given hours of misinformation by them which is indicated in screenshots and email correspondence which will all be sent to you.
• it was blocked by them even though I told them in live chat when my balance was $7338 to block it and they told me they can’t but they did it after the fact? Which doesn’t make sense.
• 7338 refers to the balance I had when I asked and was denied any help whatsoever and even denied cash outs multiple times because they didn’t want to cash me out. As indicated in screenshots I will send with time stamps.
• I will share it all now!

please do help me as this website feels like a literal scam. The way they operate is unethical.

I’ve sent it all!

Hi, any update?

We are truly sorry that we were unable to fulfil your loss limit request in time. Unfortunately, this happened due to our technical difficulties.

We would like to inform you that you have been refunded the full amount of funds from your balance, which was at the time of your request to set the loss limit, namely 6000 CAD.

Thank you so much, please approve my withdrawal sir.

It was supposed to be 7338$ when I transferred and withdrawn through e transfer without fees. However even the 6000$ turned into 5600$ after fees because you wouldn’t do e transfer…

Dear Kent Casino,

I appreciate your response and cooperation in this matter.

Dear sati725,

Do I understand correctly you already received a refund in your bank account?

When you wished to set your deposit limit was your balance at or around 6000 CAD?

May we consider the issue resolved?

how about the fees? Which I had to pay for. And it was supposed to be 7338 minus the limit. You guys are missing about 400$ in fees. I deserve payment for them asap.

They made me take a refund through crypto and pay for the corresponding fees which added up to $400 USD. that’s unfair.

The withdrawal fee was converting and withdrawing it to my bank account. However with e transfer which is what I paid with and requested to withdraw with there is 0 in fees.

As a human being I should be allowed to withdraw to my own choice of payment (Interac) however that was declined and I was told to use LTC which ended up costing me $400 in fees to withdraw it into my bank account. I deserve the payment of the fees as well as the difference. Please update me asap. [removed by Casino.Guru admin]

Hi, I’m sorry I put the wrong name down. Can you please remove my last message.

As a human being I should be allowed to withdraw to my own choice of payment (Interac) however that was declined and I was told to use LTC which ended up costing me $400 in fees to withdraw it into my bank account. I deserve the payment of the fees as well as the difference. Please update me asap. @kent casino

Hi can u please talk to them on my behalf

Dear sati725,

I spoke with the casino outside of this thread and they provided evidence regarding what your balance was at the time of your request.

From our point of view, the casino fulfilled its obligation to you with an appropriate refund and we won't be able to proceed further with the complaint.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation in this matter. If you ever encounter issues with any online casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru