KinBet Casino - La cuenta del jugador ha sido cerrada.

Dear Casino Guro Team

My account was permanently closed.

Due to a game, search on November 8, 2024

On January 29, 2026, I received an email and advertisement. Because I'm addicted, I opened it again and played.

I lost money due to gambling addiction.

Because I am addicted, I am asking for support.

Sehr geehrte casino guro Team

Mein Account war dauerhaft geschlossen

Wegen Spiel sucht am 08.11.2024

Am 29.01.2026 Email und Werbung bekommen da ich süchtig bin habe ich wieder geöffnet und gespielt

Habe geld verloren wegen Spiel sucht

Weil ich süchtig bin bitte um Unterstützung

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KinBet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you asked the casino for a refund of money due to failed player protection? What response have you received?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a new self-exclusion request via email at support@kinbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings KinBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I contacted the casino and am waiting for a response. Unfortunately, I no longer have the email address; it's been over 14 months.

Habe das Kasino angeschrieben ich warte auf Rückmeldung habe leider die Email nicht mehr das sind schon über 14 Monate her

The last deposit was in 2024, after which it was blocked due to gambling addiction. Access was regained on January 29, 2026, and now the loss is not 1250 euros but 1450 euros. Please help!

Hier war die letzte einzahlen 2024 danach war es gesperrt wegen Spiel süchtig am 29.01.2026 wieder Zugriff bekommen und jetz nicht mehr 1250 euro sonder 1450 euro verlust bit um Unterstützung

Thanks for your patience.

• Was your account closed as a result of your request made on February 16th?

Please note we can only ask the casino to refund money that was lost on gambling if you informed the casino of your gambling addiction and the casino failed to protect you from depositing and playing.

Kindly share with me any communication in which you informed the casino about your gambling issues. Send the evidence to my email at tomas@casino.guru

The casino closed again on its own.

I don't understand anything anymore.

Casino ist wieder geschlossen von alleine

Ich verstehe nichts mehr

Thanks for the update.

Please note we can't consider your communication from 2026 as evidence that you informed the casino of your gambling issues. If there is any communication from 2024, please share it with me.

You mentioned the account closure on November 8th 2024, in your original post. Kindly share with me any communication exchanged between you and the support from that time.

No, unfortunately not anymore.

Nein leider nicht mehr

Thanks for your reply.

Without this evidence, our investigation is unable to continue. Since the casino has already closed your account, there is little we can accomplish at this point.

If you happen to recover evidence that you informed the casino of your gambling issues, don't hesitate to contact us again, and we'll try to assist you.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of besarion. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Dear Sir or Madam,

My account was reactivated yesterday.

There is clear evidence that the casino was closed last time as well; I have lost another 450 euros today. I would appreciate your assistance.

Dear besarion,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello besarion,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear KinBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear All,

Thank you for reaching out to us.

We have officially logged your complaint and shared it with our internal department for a deeper review. Our team is currently examining all aspects of your claim to ensure a fair and accurate outcome.

We are working to resolve this for you as quickly as possible and appreciate your patience in the meantime.

Best regards,

Kinbet Casino Team

Dear KinBet Casino,

Thank you for your reply. We are waiting to hear from you.

Dear All,

We are pending a resolution from the internal department involved.

Please be assured that we are actively following up to ensure this is handled as quickly as possible

Thank you for your ongoing patience and understanding.

We will provide a further update as soon as more information becomes available.

Kind Regards,

Kinbet Casino Team

Dear KinBet Casino,

Thank you for the update. I appreciate your continuous attention to this case. We are waiting for your updates.

Dear Kin Bet Representative

Please confirm payment

Sincerely, Beteev

Sehr geehrte kin Bet Vertreter

Bitte um Auszahlungs Bestätigung

Mit freundlichen Grüßen Beteev

Dear Besarion,

Thank you for providing your bank details; we confirm that they have been received.

Your refund request has now been initiated.

We will keep you updated on the status of the transaction as it progresses.

Kind Regards,

Kinbet Casino Team

Dear kin bet representatives

Please confirm your payment request via email.

Thanks

Sincerely, Beteev

Sehr geehrte kin bet Vertreter

Bitte um Email auszahlungs Antrag bestätigt

Danke

Mit freundlichen Grüßen Beteev

Dear besarion,

I am glad to see the refund is already in progress. Please let me know as soon as you receive the payment, so I can mark this complaint as resolved. Alternatively, you can use the "resolved" button yourself when everything is in order on your side.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal