Koi Spins Casino - The player's self exclusion failed.

I requested my account be closed in Jun 22 due to gambling money I did not have. I used the online support tool to request the account be closed - the option I selected was I have a gambling problem. They said they would close the account within 15 mins and asked why I wanted it closed. I stated it was because I had a problem and was spending money I did not have. They thanks me for being responsible and the account was closed.

I received no emails of any sort from them and then in Aug 22 I began to recieve marketing emails again with bonus offers. I thought this was odd almost 2 mo the without any emails and so attempted to log in and I was surprised when I was able to log in.

I began depositing and spent several hundreds of pounds that I again did not have. Within a few days i had spent much more than I could afford and requested my account be closed. I do not know the exact amount I deposited as deleted to deposit emails and my bank account debits are randomly named rather than the name of the casino.

I contact the casino on 24 Aug 22 to request a refund for the deposits I made after they reopened my account after I had requested it be closed due to my gambling problem.

They said they would send it off for review but will not provide any sort of update. Just keep sending a holding email.

Whilst I appreciate that I should be taking personal measures to work on my addiction, casino's should be doing their part to prevent players being I this position. Reopening my account and sending me marketing emails after I've informed them of my problem seems somewhat predatory.

Hello T1gg3r ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Koi Spins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino even confirmed the account closure? Did you try to login into your casino earlier? How long since you contacted the casino with this issue?

As long as you mentioned gambling addiction the casino shouldn't have reopen your account under any circumstances. If it's possible please forward all the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Nick,

I do not have any correspondence unfortunately, I have an auto delete set on my emails so all correspondence were permanently deleted in terms of deposits etc.

The account was closed as I tried to login a couple of days later.

I did only contact them on 24 Aug 22 but just keep getting told its under review.

They did reply yesterday and ask how much I wanted refunded. But as I don't have the deposit emails and the deposits do not show under the casino name on my bank account (they come up under random names) I've had to estimate how much.

Hello T1gg3r,

I'm afraid that without the initial e-mails as proof there isn't much we are able to do. Please be sure to always keep such e-mails as they might be important in the future. If the casino already started the refund process, I would simply give them time to process it. If not, I can only recommend you to contact the licensing authorities of the casino.

Dear T1gg3r,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.