Konibet Casino - Player finds issues in Casino's self-exclusion system.

This site does accept account closures, but you can easily reopen them via chat. I want to quit gambling, but I can't quit at all with this system, and even if I complain, I get a message that "the relevant department will contact you after dealing with it", and even after a week, I haven't heard anything. I think this is too fragile for a casino self-control system. It seems that the damage of gambling addicts is expanding, even on YouTube, etc., because Conivet will not respond to the permanent freeze of the account. I think it needs to be improved.

Hello mthimelb,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

thank you for your reply.

In response to the request, "Please permanently freeze my account because it is difficult to self-control due to gambling addiction," I received the attached reply.

However, I have not received any notification that the permanent freeze process has been completed.

I want to quit playing at this casino, but I can resume as soon as I ask to resume playing in the chat.

I seriously consulted about this and received an email reply, but the permanent freeze process has not progressed at all.

Other players I know also told me that Conivet is the only one that won't permanently freeze.

I think responsible gambling is too fragile and I hope the system can be fixed somehow.

Can you please advise if you did request for self-exclusion via this e-mail address - admin@kuma-gaming.com?Based on the casino's responsible gaming section - https://konibet.com/page/about/responsible-game - it is the e-mail you have to contact in order to exclude yourself.

↑That's are what you said.

Hello mthimelb,

Would it be possible to forward those e-mails to nikolas.b@casino.guru instead of sending a screenshot of the e-mail?

Also can you please advise if your account is currently still active? If not, since when is it closed?

Dear mthimelb,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.