The player from the United Kingdom had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained by that day. The Complaints Team had attempted to reach the casino multiple times for clarification on the account closure and confiscation of winnings, but no response was received. As a result, the complaint was closed as ‘unresolved’.
Kineko Casino - Withdrawal of player's winnings has been delayed.
Black points: 3221
Amount: £11,203
Kineko Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Kineko Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Thank you saplingswinner for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello, saplingswinner,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Kineko Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
It would be also highly appreciated if you could clarify an unfair advantage the user gained by playing this way.
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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2 months ago
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.
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1 month ago
Extending the timer once again and contacting the casino manually outside the thread via all available ways/contacts. However, please note if no one from the casino gets back to me/us until the current timer expires, the case will be closed in accordance with the information in my previous post.
Thank you for your patience and understanding.
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1 month ago
Dear saplingswinner,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime, and if that happens, you will be informed about it via email.
Best regards,
Branislav, Casino.Guru
