The player from Germany had requested a withdrawal of 100 euros and self-exclusion on Kinbet, which led to the closure of their account and the cancellation of the withdrawal due to a technical error. Despite multiple inquiries to support over the past month, the player received only standardized responses, leading to concerns about the payout. The issue was resolved when the casino reopened the player's account, allowing the withdrawal to be processed successfully. The player confirmed receipt of the funds, and the account was subsequently closed as per their request.
KinBet Casino - Player's withdrawal request is delayed after account closure.
Amount: €100
KinBet Casino
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6.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello,
On December 19, 2024, I requested a withdrawal of 100 euros and a self-exclusion on Kinbet. Shortly after my account was closed, my withdrawal was automatically canceled due to a technical error. I then contacted support, who assured me that the issue would be addressed. Since then, I have asked at least five times why this simple transaction has not been processed, but each time I receive the same standardized response. Since it has now been almost a month, I am assuming that Kinbet does not intend to pay out the 100 euros.
I would appreciate any help, as communication with the casino is pointless.
Kind regards and many thanks in advance
Automatic translation:
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3 months ago
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you currently don't have access to your casino account?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
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,
Kristina
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3 months ago
Translation
Hello Kristina,
thanks for the quick reply!
Exactly, I no longer have access to my account and this would have been my first withdrawal on Kinbet. The KYC process on Kinbet and the casinos operated by the same company seems to be automatic, as I have never had to provide any documents and under the "verification" point it always said that I did not have to verify my account. That is worrying in itself, but I have only had problems with withdrawals on Kinbet from all the sites operated by this company.
I have now asked support several times to reopen my account for a short time so that I can request the withdrawal again, but each time I only get an automatic response. Supposedly the responsible department would take care of it, but since it has been almost 4 weeks now, I assume that Kinbet no longer wants to pay out the 100 euros.
Thanks for your help, I hope the casino changes its stance once it sees this complaint.
I can happily forward some of the emails I have written and received so far to you, but every time I get the same automated response from Kinbet.
Best regards!
Automatic translation:
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3 months ago
Thank you very much for your reply, lolseinsohn. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 months ago
Translation
Hello Kristina,
I have forwarded some of the emails to you. I have not communicated with the casino since January 7th, but I still have not received a response and, above all, I have not received my 100 euros.
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3 months ago
Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Dear lolseinsohn,
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.
I would like to invite the KinBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear KinBet Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?
Thank you in advance for your response!
Best Regards,
Kubo
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2 months ago
Translation
Hello Kubo,
Thank you very much for your help! The Kinbet team has just reopened my account and I was able to request a withdrawal. Unfortunately, this lifted my ban on all casinos operated by this company, apparently a mistake was made. I would appreciate it if the Kinbet representatives could reverse this, as otherwise I will have to send numerous emails requesting that the accounts be blocked again.
I hope the case is now resolved, the payout is in processing and was not automatically cancelled this time.
Best regards and thank you very much!
Automatic translation:
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2 months ago
Translation
Hello Kubo,
Kinbet has finally processed the payout and the money arrived in my account today. Thank you very much for your help, otherwise the casino would have certainly kept the money.
Best regards!
Automatic translation:
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2 months ago
Dear Lolseinsohn and Casino Guru Team,
Thank you for reaching out, and we truly appreciate your patience throughout this process. We would like to inform you that the refund of €100 has been successfully processed. Also, we want to inform you that your account has been closed as per the request you made previously.
We understand that the situation may have caused inconvenience, and we sincerely empathize with your frustration. Please know that we are committed to providing a smooth and enjoyable experience for all our players, and we always strive to resolve issues promptly. Should you have any further questions or need additional support, don’t hesitate to get in touch with us at any time.
Once again, thank you for your understanding, and we hope to have the opportunity to assist you.
Best regards,
KinBet Casino Team.
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2 months ago
Dear KinBet Casino,
Thank you for the update!
Dear lolseinsohn,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best Regards,
Kubo
