The player from Spain experiences an account closure after requesting self-exclusion, despite having €1,039.17 available. Almost two weeks have passed with no resolution, and the only response received is that the relevant department will contact her.
KinBet Casino - Player's account has been closed after self-exclusion.
Amount: €1,039
KinBet Casino
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6.6
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Case opened
Current status
Waiting for Casino Guru to reply
6d 2h 39m 35s
Case summary
21 hours ago
Public
Public
3 days ago
Translation
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.
Automatic translation:
Public
Public
2 days ago
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!
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