Kineko Casino - Player’s winnings and account have been blocked.

Hi,

I had been using this casino and sports book with zero issues initially. The withdrawal process was lengthy but finally came in. I then deposited again to same account and played through and won again and tried withdrawing. This morning they have blocked my account and are claiming I've multiple accounts because I made a profit even though I've only ever opened up one account with them and my coinbase transactions will show this only going to one account. So right now they've confiscated funds of mine and are unwilling to communicate.

Dear Stokesbomb, 

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Hi Veronika

No one from my household other than myself gambles so there is zero chance of this. I have never been asked for KYC documents, but I'm happy to provide if required and offered to do this when they closed my account this morning.

I've accumulated my winnings with no bonus. It was just money I transferred in that I've been wagering with.

I also had active bets as well as $897 in my account at the time they closed it. An I've attached the message they gave me. I've been extremely taken back by this situation and I'm hoping they've made a genuine mistake because if they haven't and they're doing this on purpose it's extremely dishonest, immoral and illegal.

Any help yous can offer me in this case is much appreciated as they won't even offer a contact email or accept me putting in a complaint.

Hi Veronika, I meant to add the night before they closed my account I messaged them saying any time I try and wager it's only letting me wager $20/30 max. So I said if they could sort that out for me or I'd have to gamble elsewhere. Next day they block my account, confiscate $897 with open bets which ended up winning. An then lie and say I've multiple accounts which I've evidence to provide that I don't and they're refusing to provide evidence that I do. It seems they're worried I was just going to stop using their website so they blocked me and took my funds.

I've all live chat correspondence screen shotted so if there's an email I can forward you all my evidence on. I've asked for a list of transactions but they've completely ignored my requests.

Thank you very much, Stokesbomb, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Stokesbomb,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I can agree with you that the casino support could have explained the reason for their action in more detail, but from experience, we know that once the casino security team detects multiple or duplicate accounts, they just close the involved accounts without much explanation to the players, as in every online casino it is one of the basic and important rules that players are only allowed to have one player account per casino. Every player agrees with this rule when creating their account.

I will still try to contact the casino to shed more light on this matter.

We would like to invite Kineko Casino to join the conversation.

Dear Kineko Casino,

I would appreciate additional details regarding the closure of the player's account, especially considering that the KYC process had not been fully initiated. Could you kindly share any supporting evidence for the reported existence of multiple accounts linked to the player at michal.k@casino.guru?

Hi Michal,

I appreciate that and agree multiple accounts shouldn't be opened at bookmakers. I only ever opened one account up with them. My IP address, coinbase transactions and email will show this. I've never opened up any other accounts.

The night before they closed the account I asked could they sort out the limits when trying to wager as often bets were only 10$ max and if they couldn't I'd have to gamble elsewhere.

Next day they confiscated my funds, and I got the messages that I screenshot and sent to your colleague.

Again I must reiterate that I've never opened up more than ONE account. Even the account I opened I never received any bonus or had any reason to open up another account so I'm really confused by this and feel it's their way to avoid paying me out my winnings.

I am more than happy to supply KYC documents to prove I've only one account and be able to use it again without these issues. Multiple accounts wouldn't benefit or appeal to me. So if anyone has created more accounts using my details then it's fraud and I wish for it to be investigated further including IP addresses.

Any help with this matter is much appreciated.

Thanks,

Aaron

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.

Honestly don't know how they can get away with this, and the silence says everything. Appreciate you casino guru trying to help but Kineko don't care about customers, especially when they are happy to steal from them.

Dear Stokesbombs, Dear Casino Guru Team,

The player account was closed due to multiple breaches of our Terms and Conditions.

(1) User created multiple accounts to circumvent Sports Risk management limits set for him. (Proof has been privately shared with Casinoguru representative)

(2) Based on evidence provided by our external risk management team, the account has been closed due to the observed use of software to systematically abuse our sports bet cashout system. All associated bets have been reversed.

The user already withdrew more than his initial deposit amount so the account was blocked right away.

The decision is final.

Thank you.

Best regards

Kineko

Hi, can this proof be shared with me as I've only ever created, deposited and used one account and can prove this.

Use of software? What on earth is this? An I initially withdrew a profit, then redeposited and tried to withdraw that deposit and you've kept all the money.

I can't believe the lies, and fairytales this company is making up to steal people's money. Especially use of software.. that is ludicrous!!!! Honest to God I've never heard the likes of it in my life, this company is simply disgusting!

Dear Stokesbomb,

Although I can understand your frustration, unfortunately, we have received evidence from the casino team supporting the previous statement of the breaches of terms, as indicated by the casino team above, that your complaint was purely sports betting-related. We wouldn't be able to advise you correctly, as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only.

We wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Michal

Casino.Guru