KinBet Casino - La cuenta del jugador ha sido cerrada sin motivo.

I’m filing this complaint against Kinbet4.com because they closed my account without providing a valid reason, withheld my withdrawal, and abruptly ended communication, which I believe is an attempt to steal my funds. Their absence from ***’ directory and their overall lack of transparency further suggest they may be operating in bad faith, potentially as an unlicensed casino. Below is a detailed timeline of events:

• On 4th of April, I created an account with Kinbet4.com and made a deposit. I played on the platform and requested a withdrawal on the 5th, the day after. I followed all terms of service, including being over the age limit, and this was my only account with the casino.

• The next day, on the 5th of April, I discovered that my account had been closed without any prior notice or explanation. I hadn’t even been given a chance to verify my identity, which they later claimed was part of their process.

• I contacted their support via live chat on April 5, 2025, at 18:51 to ask why my account was closed. The agent, Esmee, responded vaguely, stating it was "in accordance with casino policies" and an "administration decision," but refused to specify which policy I allegedly violated. I explained that I had done nothing wrong—I’m over the age limit, it’s my only account, and I followed all terms. I also mentioned that I had spoken to them the previous day about verifying my identity for the withdrawal, but now my account was closed without reason.

• During the same chat, I pressed for more details, but Esmee continued to be evasive. At 19:00 on April 5, 2025, I sent a message demanding a specific explanation, including the exact policy I allegedly violated, a reference number for my request, and the immediate processing of my withdrawal. I gave them a 48-hour deadline to resolve the issue (expiring at 19:00 on April 7, 2025), warning that I’d escalate to gambling watchdogs like *** and Casino Guru if they didn’t comply. Their response was to say they’d email me and were transferring my request to the "appropriate department," but at 19:03, they abruptly closed the chat without letting me reply, cutting off all communication. I’ve attached screenshots of the entire chat history, including their closure of the chat, as evidence.

• I attempted to file a complaint with ***, but they informed me that Kinbet4.com is not listed in their directory, so they couldn’t accept my complaint. This raises serious concerns about Kinbet4.com’s legitimacy, as reputable casinos typically seek visibility on platforms like *** to build trust. Their absence, combined with their behavior, suggests they may be deliberately avoiding oversight.

• As of today, April 5, 2025, I haven’t received any email from Kinbet4.com, despite their promise to follow up. My withdrawal remains unprocessed, and I’m unable to access my account or funds.

I believe Kinbet4.com’s actions are unfair and potentially fraudulent. Closing my account immediately after a withdrawal request, refusing to provide a specific reason, and cutting off communication suggest they’re trying to avoid paying out my winnings. This behavior mirrors a complaint I found on Casino Guru about a related casino, Kinbet Casino, where a user reported their account being closed after a 380-euro withdrawal with baseless excuses (e.g., claiming gambling addiction without evidence). Additionally, Kinbet Casino was reported to lack a license, and I suspect Kinbet4.com may also be unlicensed, further undermining their credibility.

Desired Resolution:I want the following:

1. A detailed explanation of the exact policy I allegedly violated, with proof of the violation.

2. Immediate processing of my withdrawal.

3. Return of any remaining balance in my account.

4. An apology for their lack of transparency and abrupt closure of the chat.

I’ve tried to resolve this directly with Kinbet4.com, but their refusal to engage, their vague responses, and their decision to close the chat without letting me respond forced me to escalate this matter. I’ve also attempted to seek mediation through ***, but their absence from the platform prevented me from filing there. I’ve attached screenshots of the chat history as evidence, and I’m prepared to provide additional documentation if needed (e.g., withdrawal request confirmation, emails). I hope Casino Guru can help me resolve this issue and hold Kinbet4.com accountable for their unfair practices. I’m also prepared to escalate further by reporting them to their licensing authority (if they have one) and pursuing legal action if necessary.

Dear ttabl10,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Good afternoon,

I have never made a withdrawal, it was going to be the first, since I had created the account the day before

I did not do KYC, on the website when clicking on the "Verification" tab it said it was not necessary to do it, but after the withdrawal request, I sent a message to the chat and questioned it, the answer was that it would only be necessary to do verification when I was asked to do it.

I didn't activate any bonuses when I created my account

Only casino games, more precisely slots.

I will send you screenshots and screen recordings of the emails exchanged.

Thank you very much for your cooperation

Boa tarde,

Nunca fiz levantamento nenhum, ia ser o primeiro, visto que tinha criado a conta no dia anterior

Nao fiz a KYC, no website ao clicar na aba "Verificação" dizia não ser necessário fazer, mas após o pedido de levantamento, enviei mensagem para o chat e questionei, a resposta foi que só seria necessário fazer verificação quando me fosse pedido

Ao Criar conta não ativei bónus nenhum

Apenas jogos de casino, mais precisamente slots.

Irei enviar para dominika.l@casino.guru capturas de ecrã e gravações de ecrã com os emails trocados.

Muito obrigado pela colaboração

Dear ttabl10, did you use a VPN at any point while accessing the website?

Do you personally know anyone else who has an account with this casino, or who may have accessed the site using the same device, internet connection, or household?

Did the casino provide a concrete and specific reason for closing your account, or did they only cite general sections of their Terms and Conditions (as seen in the emails you’ve already shared)? If there was a specific accusation or explanation, please let us know exactly what was stated.

Good afternoon, only I have an account at this casino at home.

They only quoted their terms and did not specify the reason for closing the account (you can see it in the photos I sent you by email).

Boa tarde, apenas eu em casa tenho conta neste casino.

Apenas citaram os seu termos não especificando qual o motivo do encerramento da conta (consegue verificar nas fotos que lhe enviei por email)

Dear ttabl10, did you use a VPN at any point while accessing the website?

I don't remember 100% but it's possible, sometimes I have vpn active on my phone and I don't notice. I can't answer yes or no with 100% certainty.

Não me recordo a 100% mas é capaz, por vezes tenho vpn ativa no telefone e não reparo. Não consigo responder que sim ou que não com 100% de certeza.

Thank you very much, ttabl10, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, ttabl10!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

Dear ttabl10, 

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

KinBet team.

Hello KinBet team,

Has there been any news regarding the player's issue?

Is there anything else I can do, or just wait for the casino to justify itself?

Há mais alguma coisa que eu possa fazer, ou apenas esperar que o casino se justifique?

For now we just wait for the casino's response.

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.

Dear ttabl10,

We are truly sorry about the waiting time. We have now forwarded your request to the relevant department once again. We will contact you as soon as we have an update from them.

Thank you for your cooperation.

Best regards,

KinBet team

KinBet team, is there any timeframe in which you expect the issue to be resolved? It has taken a very long time already. It is better if you at least tell us if there is anything wrong with the player's account, so we can understand what we deal with.

Dear ttabl10,

We would like to draw your attention to the following points of the General Terms and Conditions:

3.2: - Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;

• any promotions that the Duplicate Account has participated in will be cancelled;

• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

• the Duplicate Account will be closed without an option to reopen it.

9.1: - The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest;

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

• engaging in money laundering, terrorism financing or any other criminal activity;

• threatening, harassing or abusing other customers or members of our staff;

• attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;

• attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

We hope this helps clarify the matter for you.

Kind regards,

KinBet team

I have read your terms, now I would like to understand where I have not complied with the terms?

I haven't done any of the above, so I still don't have a good explanation for the deletion of my account and the non-payment of my winnings.

Eu já li os vosso termos, agora queria perceber onde é que não cumpri com os termos?

Não fiz nada do mencionado acima, por isso continuo sem ter uma boa explicação para a eliminação da minha conta e para a falta de pagamento dos meus ganhos.

KinBet team, we still are not aware of what exactly the player has breached and do not have any proof of it. Please, send me the full explanation to pavel.k@casino.guru. If you are not able to provide the evidence, the complaint will be closed as unresolved.

Dear ttabl10,

We would kindly ask you to provide us with:

Your official government ID + Selfie holding your ID, against our site (our website to be seen in your selfie) (The selfie can be taken with any other device. We only want a clear selfie as per the requirement) + Your Proof of address document.

After this has been received, we can proceed accordingly. Thank you!

Best regards,

KinBet team

And where do you want me to send it?

E quer que envie por onde?

Hello ttabl10,

We have sent an email to you. Please reply to the same email. Thank you!

Kind regards,

KinBet team.

I have already replied to your email with everything that was requested

Ja respondi ao vosso email com tudo o que foi pedido

Dear all,

We thank Thomas for the documents. We have forwarded them to the relevant department and are awaiting their response. 

We will let you know as soon as we have an update from them.

Best regards,

KinBet team

Dear ttabl10,

We kindly ask you to check your email, as we have an update regarding your documents.

Best regards,

KinBet team

I sent everything. Please note that the first selfie I sent had your website opened, but I sent another one again just to make sure you don’t doubt

Dear all,

We are waiting for an update from the relevant channel.

Thank you for your patience.

Best regards,

KinBet team

Wonderful!

Kinbet Team, please, let us know when you will receive further update!

Is it normal for them not to accept my Revolut statement as an official document to verify my address?

E normal não aceitarem o meu extrato da Revolut como documento oficial para verificar a minha morada?

Dear all,

We have sent ttabl10 another email since the proof af address was not approved.

We kindly ask player to send us proof of address such as government document issued, national bank statement (not digital or direct bank) or utility bill. 

Kind regards,

KinBet team

Hey ttabl10,

I think the Revolut statement is rather proof of funds, not address, mostly due to data there may be outdated. Please, provide ID, passport or utility bill with your address to the casino. Utility bills work best, but if you, by any chance, do not have any of these with an address, please, let us know so we can come up with a solution.

Dear all,

We are still awaiting ttabl10's proof of address document.

Best regards,

KinBet team

I'm on vacation this week, so I'm not at home, so I haven't sent any documents yet. I don't have any digital documents to prove my address apart from my bank statement, Revolut document or phone bill. I'll be home on Friday and only then will I be able to send physical documents

Esta semana estou de férias, logo não estou em casa, daí ainda não ter mandado nenhum documento. Não tenho nenhum documento digital que comprove a minha morada para além do meu extrato bancário , documento da Revolut ou a fatura do telefone. Chegarei a casa na sexta feira apenas aí conseguirei enviar documentos físicos

All right, let us know when you will submit them and enjoy your vacation!

Dear ttabl10,

Thank you for letting us know. We hope you had a good vacation!

We will be awaiting your document.

Best regards,

KinBet team

I'm going back today at the end of the day, but yesterday I sent a document I received from the car insurance, I don't know if it's accepted or not

Eu regresso hoje ao final do dia, mas ontem enviei um documento que recebi do seguro do carro, não sei se é aceite ou não

Dear all,

We have sent ttabl10 another email since car insurance cannot be accepted as proof af address.

We kindly ask player to send us a national bank statement instead, which cannnot be Revolut.

Best regards,

KinBet team

Sorry for the delay, I'll send it now, can it be a pdf or does it have to be a photo?

Peço desculpa pela demora, vou enviar agora, pode ser pdf ou tem de ser fotografia?

ttabl10, from my personal experience, it is better to send it in PDF, casinos often do not accept photos of such documents. Please, send it to them and let us know when you will receive any response.

Dear ttabl10,

Please, we kindly ask you to send us the proof of address in PDF form.

Best regards,

KinBet team

It's already been sent, I hope this is it.

Já está enviado, espero que seja desta.

Dear all,

We have received ttabl10's document. This has been forwarded to the relevant department, and we are awaiting an update from them.

Best regards,

KinBet team

Dear ttabl10,

We have sent you an email.

Best regards,

KinBet team

I've already replied with the information about my dogecoin wallet

Já respondi com a informação relativa à minha carteira de dogecoin

Dear ttabl10,

The refund has been sent from our side. Please, let us know when you receive it.

Thank you for your patience.

Best regards,

KinBet team

Received, thank you

Foi recebido, obrigado

Dear ttabl10,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru