KinBet Casino - Player's account has been closed after self-exclusion.

To clarify from the beginning, I have not used any bonus; I played for a few days and decided to request self-exclusion. Despite having money in the account, they closed it. It's a total of €1,039.17.

It's been almost two weeks, and the only response I've received via email is that they will contact me from the relevant department, but so far, nothing. I have already sent all my banking details.

Hello Alcibiades,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with KinBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly was your account closed?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Well, verification was not necessary at the moment according to the casino and my account was closed on December 27th if I remember correctly and the only thing they respond to me every time I send a message is that they will contact me from the corresponding department as I had said previously but it has been more than 1 week and nothing, apart from the fact that the online chat they have is not available.

Dear Alcibiades,

Thank you for reaching out. Could you kindly clarify the exact date your account was closed?

Please keep in mind that standard withdrawals can take up to 14 days if the account verification process is complete. Refund processing may take even longer, depending on the status of your verification.

I would recommend waiting at least one more week. If there is still no update by then, we will step in to assist further.

Looking forward to your response.

Best regards,

Nick

Hello, my account was closed on December 27, 2024, which means that as of today, more than 2 weeks have passed.

Thank you Alcibiades for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Alcibiades, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite KinBet Casino representative to join this conversation. 

Dear KinBet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Alcibiades and Casino Guru team,

First and foremost, we would like to thank you for your patience and for raising this matter with us. We understand how frustrating and concerning this situation may have been, and we sincerely apologize for any inconvenience caused by the delay. Please rest assured that we take your concerns very seriously and have been working diligently to address them.

After thoroughly analysing the circumstances surrounding this case, we have taken the necessary steps to move forward with resolving it. We have already requested the player’s banking details to process the refund of €1,039, and it will be processed soon.

We truly value your understanding and cooperation during this process and remain committed to providing a resolution as soon as possible. Should you have any further questions or need additional clarification, please do not hesitate to reach out.

Thank you once again for your patience and trust in allowing us to resolve this matter.

Best regards, 

KinBet Casino Team

Withdrawal completed, thank you very much!!

Dear Alcibiades,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other 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, 

Katarina

Casino.Guru