K8 Casino - La cuenta del jugador ha sido reabierta después de la solicitud de cierre.

Hello dear Guru Team,

Because I suffer from a gambling addiction, I sent an email request to K8.io on March 25, 2024, to permanently close my account due to gambling addiction so that I would no longer gamble my money uncontrollably. My account was blocked. However, some time later, I was able to log in again and deposited and gambled away a lot of money uncontrollably.

Since my request (see email) was very clear, I ask the casino to refund my money from the time of reopening.

Tuscani090283

Hallo Liebes Guru Team,

da ich am Spielsucht leide und am am 25.03.2024 ein Antrag auf dauerhafte Kontoschliessung wegen Spielsucht an K8.io Email gesendet damit ich mein Geld nicht mehr unkontrolliert verspiele. Wurde mein Konto gesperrt . Doch einige Zeit später konnte ich mich wieder einloggen und habe viel Geld unkontrolliert eingezahlt und verspielt.

Da mein Antrag siehe Email ganz eindeutig war, bitte ich das Casino mir mein Geld ab dem Zeitpunkt der Wiedereröffnung zu erstatten.

Tuscani090283

Dear Tuscani090283,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with K8 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please forward your self-exclusion request, along with confirmation from the casino that your account has been blocked? Please send them to my email at natalia.b@casino.guru.  
• Can you confirm the exact date when you were able to log in again after your account was blocked? 
• Please specify if you used the same details (email, mobile phone number, personal information) to reopen your account. Or if you created a new one with new data?  
• Is your casino account open at the moment?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia,

I have forwarded it to you via email.

My account is now blocked again after I sent the same self-rejection email I sent on March 25, 2024. See attachment in the email to you.

I have only ever had one account at K8 Casino and have never opened a second one.

I can't say exactly when the casino unblocked my account because they didn't contact me about it. My account was then simply accessible again without any restrictions.

Best regards,

Tuscani090283

Hallo Natalia,

habe an Sie per Email es weitergeleitet.

Mein Konto ist jetzt wieder gesperrt nachdem ich wieder die gleiche Selbstausschuss Email wie am 25.03.24 bereits gesendet nochmal verschickt habe.Siehe Anlage per Email an dich.

Ich habe bei dem K8 Casino immer nur ein Konto gehabt und habe nie zweites eröffnet.

Das Datum an dem das Casino mein Konto wieder entsperrt habe, kann ich nicht genau nennen, da das Casino mich dazu nicht kontaktiert hat, Konto war dann einfach wieder ohne Einschränkungen zugänglich.

Mit freundlichen Grüssen,

Tuscani090283

Dear Tuscani090283, thank you for your email. Could you please specify the dates on which you made deposits after you regained access to your casino account? Could you please share the screenshots confirming your deposits?

Hello dear Natalia,

Since my account is blocked, I unfortunately cannot take any screenshots of it or the exact date. I have deposited a lot since the K8 account was reopened. I ask you, Natalia, to contact K8 Casino so that K8 Casino can send you confirmations of my deposits.

If you need anything else from me, please let me know.

Best regards,

Tuscani090283

Hallo liebe Natalia,

da mein Konto gesperrt ist , kann ich leider keine screenshorts davon machen und genaue Datum, ich habe viel eingezahlt seit dem K8 Konto wieder offen war, ich bitte Sie Natalia, K8 Casino zu kontaktieren damit K8 Casino Ihnen Bestätigungen meiner Einzahlungen zu sendet.

Falls Sie von mir noch was brauchen lassen Sie es mich bitte wiessen.

Mit freundlichen Grüssen,

Tuscani090283

Thank you very much, Tuscani090283, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tuscani090283,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Thank you Natalia,

Greetings, Jozef!

Danke Natalia,

Ich grüsse Sie Jozef!

Good Afternoon.

I'm getting more information from the CS team and will revert when I have more clarity on the subject. Thanks for your patience.

Dear K8 Casino team,

I am extending the timer by 7 days, please let me know if you need more time. Thank you for your cooperation.

Hello, after verifying the information you provided:

Although the player mentioned their request to disable their account when they contacted customer service on March 26, 2024, the website has a specific deactivation procedure - whereby Customer service instructed the user to send an email to the support mailbox as per protocol and stated that the request would be processed upon receipt. Since we did not receive any follow-up email at that time, the deactivation process was never carried out.

Furthermore, after January 29, 2025, the player accessed the website and customer service multiple times without mentioning this issue again, nor did they use the website's self-exclusion function to disable their account. During this period, they continued to deposit funds and claim promotional offers.

The deactivation process was only completed on June 14, 2025 - after official confirmation from the players end. As such, the website cannot refund deposits due to losses from gaming. We sincerely apologize for the inconvenience.

Hello K8 Casino Team,

Hello Joseph,

On June 14, 2025, I sent the exact same request to block my account due to gambling addiction to the same support address as on March 26, 2024, and they blocked my account immediately.

On March 26, 2024, you should have reacted in exactly the same way and blocked my account irrevocably!!

Josef please stay on the case, if you need anything else from me please contact me

Thanks to everyone involved

Tuscani090283

Hallo K8 Casino Team,

hallo Josef,

Am 14 Juni 2025 habe ich 1 zu 1 die gleiche Anfrage zu Sperrung meines Kontos wegen Spielsucht an die gleiche Supportadresse gesendet wie am 26 März 2024 und mein Konto haben Sie sofort gesperrt.

Am 26 März 2024 hätten Sie also genau so reagieren müssen und mein Konto unwiederruflich sperren müssen !!

Josef bleibe bitte weiter an dem Fall dran, falls du von mir noch was brauchst gerne melden

Danke an alle Beteiligten

Tuscani090283

Hi All,

The account was closed on the second time of asking because CS took it as the 'confirmation' they were looking for after the first time of asking.

Additionally, when the player subsequently logged into their account, the player did not contact customer service to report that the account had not been disabled. As a responsible platform, we also provide a self-deactivation feature, allowing you to disable your account based on your own circumstances.

Unfortunately, we are unable to provide compensation for any losses incurred during this period. We sincerely apologize for the inconvenience caused.

Dear K8 Casino Team,

Please see the attached evidence.

Could you kindly confirm whether you responded to this email and requested confirmation from the player? I have not received any such information from the player so far.

If you did reach out, could you please provide supporting evidence? You may forward it directly to my email address: jozef.k@casino.guru.

Thank you in advance for your cooperation.

Hello K8 Casino,

Hello Joseph,

If a player sends such a clear self-exclusion email, a casino with such a good reputation as K8 Casino should react immediately and block the account irrevocably.

It seems very dubious that a casino has not responded to this.

This allowed me to continue to lose large sums of money uncontrollably.

I can understand that if a player wants to block his account without stating that he is addicted to gambling, he will only then be contacted by the casino with questions such as: for how long should he be blocked, etc.

But in my case, K8 Casino was unfortunately not helpful.

I would like to receive my deposits back from March 24, 2024.

To Jozef: please continue to examine my case very thoroughly.

I thank you for.

Tuscani090283

Hallo K8 Casino,

hallo Josef,

wenn ein Spieler, eine so eindeutige Selbstausschluss Email sendet , soll ein, mit so einem gutem Ruf wie K8 Casino, sofort drauf reagieren, und das Konto unwiederriflich sperren.

Es kommt sehr unseriös, das ein Casino nicht drauf reagiert hat.

Dadurch konnte ich weiter unkontrolliert grosse Summen verlieren.

Ich kann verstehen, daß wenn ein Spieler, Konto sperren möchte, ohne Spielsucht anzugeben, erst dann kontaktiert wird vom Casino , mit Fragen wie: für wie lange man gesperrt werden soll usw.

Aber in meinem Fall war K8 Casino leider nicht hilfsbereit.

Ich möchte meine Einzahlungen ab dem Datum 24.03.2024 zurück ausgezahlt bekommen.

An Jozef: bitte prüfen meinen Fall weiter sehr gründlich.

Ich danke für.

Tuscani090283

I appreciate your patience while I looked into the matter further.

I want to offer a clear and honest explanation of what happened on our side.

Initially, I (thought) I was informed by our Customer Support (CS) team that they had responded to your email asking for confirmation of your self-exclusion request, as per our policy. However, when I asked for proof of that response, I was then told that your original email was never actually received by the team — it appears it may have gone to our spam folder.

Naturally, this inconsistency didn't make sense to me, so I asked for further clarification: It turns out there was a miscommunication internally, and I want to acknowledge that clearly. What the CS team originally meant was that had they received and seen your email at the time, they would have replied asking for confirmation — but since the email wasn’t seen (likely due to being filtered as spam), no follow-up ever took place.

I want to stress that this was a genuine internal misunderstanding, and certainly not an attempt to mislead you in any way. That said, when we did receive your second request for self-exclusion — over a year later — our team followed protocol. We responded to confirm your request, and upon receiving your confirmation, your account was immediately closed.

Lastly, I’d like to note that during the time in between, there were multiple ways available for you to self-exclude at any point, including via our live chat support or directly through the self-exclusion feature on the site; which you had access to.

I sincerely hope this clears up what happened, and I appreciate your understanding.

Dear Tuscani090283,

I understand this is an unfortunate situation, and I truly appreciate your patience. Mistakes can happen, but let's now focus on resolving your case.

You mentioned that your account was previously blocked and later reopened. To assist you further, could you please provide any supporting evidence confirming that your account was indeed blocked? While email communication is certainly relevant, it's important to note that one email can sometimes be missed. Additionally, please keep in mind that a self-exclusion request is only considered active once it has been confirmed by a member of the casino team.

Looking forward to your response so we can proceed accordingly.

Hello Joseph,

I sent a self-exclusion email. All I can say is that some time later, I tried logging in and depositing, and unfortunately, it didn't work. I have no evidence of exactly when my account was unlocked, nor any evidence that my account was actually blocked. I have a case here with empire.io where the same thing happened, and empire.io refunded deposits and corrected its error. See this case.

Greetings,

Tuscani090283

Hallo Josef,

ich habe Selbstausschluss Email gesendet , ich kann nur sagen das ich Zeitlang später mich probiert habe einzuloggen und einzuzahlen und es hat leider funktioniert. Ich habe keine Belege für wann mein Konto entsperrt worden ist genau und kein Beleg das mein Konto gesperrt worden ist. Ich habe hier einen Fall bei empire.io , wo das gleiche passiert ist , und empire.io hat Einzahlungen zurückerstattet und sein Fehler korrigiert siehe diesen Fall.

Grüsse,

Tuscani090283

Dear Tuscani090283,

I am very sorry about the situation. Unfortunately, without sufficient supporting evidence, I am not in a position to require the casino to issue a refund. While the circumstances do seem suspicious, it’s also possible that incorrect information was passed along due to the involvement of multiple departments.

Please understand that this does not mean I doubt your claims. However, in order to support your case further, I would need more concrete evidence.

Regrettably, I must proceed with closing your case at this time.

That said, there is still another option available to you: contacting the licensing authority of the casino. It may be worth pursuing. You can find more information at the link below:

https://casino.guru/licensing-authorities/curacao-license

Thank you for your understanding.

Kind regards,

Jozef