KinBet Casino - La cuenta del jugador se cerró después de problemas con el juego.

Hello,

I contacted the casino on September 16th and asked them to close my account because I was very dissatisfied.

On September 18, I contacted the casino and asked them to close my account due to gambling addiction.

On September 19th, the only question that came up was whether a break would be an option.

I didn't react and lost 1,000 euros in the casino on September 19th.

This is not legal.

Gambling addiction is a recognized illness; if a player informs the casino about it, the casino must immediately ban the player.

I am now demanding a refund of this 1,000 Euro loss.

The account has now been closed.

Hallo,

ich habe das Casino am 16.9 kontaktiert mit der Bitte mein Konto zu schließen, weil ich sehr unzufrieden war.

Am 18.9 habe ich das Casino kontaktiert mit der Bitte mein Konto wegen Spielsucht zu schließen.

Am 19.9 kam dann nur die Nachfrage, ob nicht auch eine Pause in Frage käme?

Daraufhin habe ich nicht reagiert und am 19.9 - .1.000 Euro im Casino verloren.

Das ist nicht rechtens.

Spielsucht ist eine anerkannte Krankheit, wenn ein Spieler das Casino diesbezüglich informiert, muss das Casino den Spieler umgehend sperren.

Diese 1.000 Euro Verlust fordere ich nun zurück.

Das Konto ist in inzwischen geschlossen.

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Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino?

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.

Thank you very much in advance.

Best regards,

Dominika

I do

mache ich

Dear player, could you please send me the requests where you mention your gambling addiction?

Additionally, could you confirm if your account has already been closed? And have you made any deposits since your request for closure?

I forwarded them the email saying "I'm addicted" and, yes, the account is now closed. Since my application, I've deposited another €1,000, which I'm now demanding back.

Ich habe ihnen doch die mail weitergeleitet, in der steht "ich bin süchtig" und ja Konto ist inzwischen zu. Seit meinem Antrag habe ich dann nochmal 1.000 Euro eingezahlt, die ich nun zurückfordere

Dear player, could you please forward only the specific email you sent to the casino on September 18th, in which you mentioned your gambling addiction? Please also include the casino’s reply to that message and any further communication you had with them afterwards.

On which exact date was your account closed by the casino?

When did you make the €1,000 deposit that you are now requesting to be refunded?

I already forwarded the email to you. But I just did it again. I also forwarded the rest of the communication. It was closed on September 21st. On September 19th, I deposited €1,000.

die Mail habe ich dir schon weitergeleitet. Habe ich aber gerade nochmal gemacht. Rest der Kommunikation ebenfalls weitergeleitet. Am 21.9 wurde es geschlossen. Am 19.9 habe ich 1.000 Euro eingezahlt.

How is it possible that there is still no update from you?

The facts are actually quite clear.

It certainly makes sense to get someone from the affected casino involved.

wie kann es sein, dass es immer noch kein Update von euch gibt?

Der Sachverhalt ist doch eigentlich recht eindeutig.

Es macht sicher Sinn jemand vom betroffenen Casino dazuzuholen.

Dear player, please understand that in cases like this, we are only able to help if there is clear proof that the player informed the casino about a gambling problem, and the casino failed to act within a reasonable timeframe. Without such evidence, we unfortunately cannot hold the casino responsible for the additional losses.

Based on the information you’ve provided, it appears you informed the casino about your gambling addiction at the end of the day on September 18th. The casino replied to your message on September 19th, but unfortunately, you did not respond and instead proceeded to deposit €1,000 on September 19th. However, your account was closed on September 21st, which falls within a reasonable timeframe for addressing gambling-related concerns.

While I understand your dissatisfaction with this outcome, I regret to inform you that we do not have grounds to pursue a refund for the €1,000 deposit you made.

At this point, I can only recommend how to self-exclude properly in the future. When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.