The player from Germany struggled to have her casino account permanently closed despite multiple requests, citing gambling addiction issues. The account kept being reopened by the provider. The Complaints Team made multiple attempts to contact the casino regarding the player's concerns but received no response. As the casino operated under an unverifiable license and did not refer to any ADR service, the complaint was marked as 'unresolved'.
Kikobet Casino - Player’s account has been repeatedly reopened.
Black points: 100
Amount: ??
Kikobet Casino
Safety Index:LowSafety Index
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4.4
Kikobet Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello,
Unfortunately, I am having an issue with closing my account. The account keeps being reopened, even though I repeatedly request for it to be permanently and irrevocably closed. I have mentioned multiple times that I have issues with gambling addiction, yet the provider keeps reopening the account directly and without any issues. Could you please also send a request to the provider that I want my account permanently closed?
I look forward to your support and thank you in advance for your help.
Automatic translation:
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2 months ago
Dear Loewin89,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards
Veronika
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2 months ago
Translation
Hello,
thank you for your answer. Here is the conversation with the provider. When I want to close the account permanently and ask for a self-exclusion, I always get the offer to reopen it on request
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2 months ago
From the screenshot you shared, it appears that your account is already closed. Can you please confirm this?
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2 months ago
Translation
Hello, yes the account is closed but despite a self-exclusion the provider would immediately reopen the account upon request and does not respect my request for permanent and permanent exclusion
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1 month ago
How many times has your account been closed for self-exclusion and subsequently reopened just after your request?
Did you make any deposits while your account was reopened?
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1 month ago
Translation
Good morning,
Yes, I have had my account excluded several times on request and then had it reopened in the chat and it was always reopened on request. I also made deposits immediately afterwards and they didn't even wait 24 hours to open it, they opened it immediately.
Automatic translation:
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1 month ago
Thank you very much, Loewin89, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Dear Loewin89,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since Kikobet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representatives through their official support email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
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1 month ago
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.
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1 month ago
Dear Loewin89,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates with an unverifiable license and does not refer to any ADR service, there is no gaming authority to turn to.
I will 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 you will be notified by email.
I am sorry we could not be of more help on this occasion.
Best regards,
Kubo
