Koi Spins Casino - Player’s account has not been closed.

I begged them to close my account as my gambling was stressing me out and I was out of control. I had had enough and wanted out with IMMEDIATE EFFECT!

They left the account open knowing that my mental state was fragile and I’d deposit again if allowed to. I then went ahead out of desperation and deposited only to lose it all once again. I have asked them for a copy of my full chat logs but they are not willing to do so. I’d give them 0/10 and tell EVERYONE to be aware!!!

Dear Bh1974,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).

Do I understand correctly that you still have access to your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

My account has now been closed. But they never closed it when I asked. They left it open knowing fine well with emotions running high and stressed out i’d deposit and gamble again! As soon as I said I wanted it closed they should have closed it with IMMEDIATE EFFECT but they left it open for a whole day! They deny this so I have asked for ALL CHAT LOGS WITH AGENTS to prove I am telling the truth. So far they REFUSE TO PROVIDE THEM.

I must also add that my deposits never went to koi spins! For some reason they went to GUDDA JEWLRY whoever that is!!!!

Surely not a casino! I’d be very very aware and if anyone is reading this I’d join another casino that has a trustworthy reputation! KOI SPINS CASINO have destroyed my life, don’t let them destroy yours!!

Thank you for your reply, Bh1974. Do I understand correctly that you don't have any communication between you and the casino other than screenshots that have been attached to this complaint?

No! They refuse to give me any chat logs showing me asking to close my account down! They are now saying there will be no refund as gambling is a game of chance! My complaint is not about that, it’s that when I asked for the account to be closed it was so I couldn’t deposit more and continue gambling. They said it would be closed within 15 minutes but the next day it was still open and I deposited more!! They knew fine I would as I was highly strung, emotional and very very distressed.

Can you get the chat logs for verification that I’m not lying please?!

I am sorry, Bh1974, but this is essential evidence that we need to proceed with this complaint as failed self-exclusion. I am afraid that if you are not able to provide this proof, we are not able to help you further.

This is an absolute joke! Why will they not provide the chat logs so I can prove my begging them to close the account???

They told me it’d be closed within 15 minutes then it was still open over 24hrs later! Their chat agent told me the next day there had been a "glitch" their end.

Unfortunately, not all live chat services offer this option. I can only recommend that you always save screenshots of conversations in order to avoid situations like this in the future.

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.