The player from the United Kingdom had claimed that the casino had reopened his account despite his request for permanent closure due to gambling addiction, which led to a loss of £5000. He had accused the casino of misusing chat history and refusing to provide a full transcript to support his claim. However, upon reviewing the evidence provided by the player and the casino, we found that the player had altered some screenshots. Additionally, it appeared that the casino had not been aware of the player's gambling problem, thus the reopening of the account was not deemed inappropriate. Consequently, we had rejected the player's complaint. We had suggested that the player could file an official complaint with the casino's licensing authority if he disagreed with our conclusion.
Kineko Casino - Casino reopened player's account ignoring self-exclusion request.
Amount: £5,000
Kineko Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Dear NonGamstopGuru,
Firstly, I have honored your request and set the entire conversation as private. However, my final response will be made public as it will only include our conclusion of the matter.
I am very sorry about the situation, but after reviewing the evidence from the casino, testing the live chat, and examining the disputed screenshot along with all the screenshots you provided, I can confirm that it has been altered. This is unacceptable, and I cannot continue with the investigation.
Based on the information provided, it appears that the casino was unaware of your gambling problem, so reopening an account was not the wrong decision. Considering all the information, I am forced to reject this case.
You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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