KokoBet Casino - La cuenta del jugador ha sido cerrada durante el proceso de retiro.

I registered in mid-April and played for the first time.

Things were going well and my money went from about €550 to €7000.

After that, I played for about 4 days and the balance increased to €113,500, so I submitted my KYC to try to withdraw it.

During the verification process, I received a warning that my account was blocked.

I don't know what to do and the amount is so large that I would appreciate some help.

I was playing but couldn't withdraw my money.

I think blocking is going too far.

Thank you somehow.

4月の中旬頃登録をして初めてプレイをさせてもらって

調子も良くて€550くらいが€7000まで増えて、

その後も4日程遊んでいて€113500まで増えて出金しようと思いkycを提出してたのですが

その認証中の間にアカウントがブロックされたと警告が出ました。

どうすればいいか分からなく金額も多くてどうか助けてほしいです。

遊んでいたのに出金してもらえず、

ましてやブロックはさすがにやりすぎだと思います。

どうにかよろしくお願いします。

Dear heyegang,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have your documents been approved by the casino during verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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.

Can you tell me exactly when your account was blocked?

Around May 5th

How did you find out that your account was blocked?

I was blocked when logging in to the site

Were your documents approved by the casino during verification?

This happened during the authentication process.

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

Slot games

Did you get to your current balance thanks to the bonus?

I won the cash!

Can you provide any correspondence with the casino regarding this issue as the basis for your complaint?

I was suddenly blocked so I don't have any conversations left.

アカウントがブロックされた正確な時期を教えていただけますか?

5/5頃

アカウントがブロックされたことをどうやって知りましたか?

サイトにログインする際ブロックっと出てきました

確認中にあなたの書類はカジノによって承認されましたか?

認証してる最中の、出来事です

カジノの現在の残高を貯めるために、どのようなゲームをプレイしましたか？（スロット、ライブゲーム、スポーツへの賭け）

スロットゲーム

現在の残高はボーナスのおかげで達成できましたか?

キャッシュで当たってます！

苦情の根拠として、この問題に関するカジノとのやり取りを教えていただけますか？

いきなりブロックされたのでやり取りは残っていないです

Thanks for your reply and explanation of the situation.

• Have you tried contacting casino support via email support@koko.bet?
• Would you be able to send evidence that you tried to resolve the issue?
• When was the last time you were in contact with casino support or live chat, and what did you discuss?
• Share any reply you received as well. My email is tomas@casino.guru

I was suddenly blocked and couldn't do anything,

I was unable to make an inquiry and ended up submitting a complaint on this site.

いきなりブロックされて何も出来なかったので、

問い合わせ出来ずにそのままこちらのサイトでクレームを提出する形になりました。

We may have exchanged messages several times, but since it was chat, there are no images left.

何度かやり取りしたかもしれないんですがChatなので画像が残っていないです。

Thanks for your reply.

Could you please share the communication you exchanged with the casino support? Send the most recent exchange to my email at tomas@casino.guru

Could you please share a screenshot of what it looks like when attempting to log in to your account? Make sure the casino website and the date are visible

Looking forward to your reply.

I replied to your email

メール返信致しました

Thank you very much, heyegang, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 heyegang,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the KokoBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Why was the player's account blocked?

Dear Рeyegang & Martin,

Thank you for bringing our attention!

We have checked the situation described by the player above and would like to describe what happened on our side.

The player won a significant amount of money and requested a withdrawal, after which, in accordance with the large win, our Anti-Fraud team started checking the player's winnings. Fraud team started checking the player's winnings and noticed that the winnings were not fair and, according to the rules of our website, the player's winnings were debited, and the account was blocked. We would also like to note that the player was notified of the situation and closure of his account via email. Below, we have attached the rules from our website in accordance with which our actions were taken:

9.2. Collusion and cheating

KokoBet is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. KokoBet provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, KokoBet provides proactively and randomly examining gameplays and Accounts.

9.3. Fraudulent activity

Once KokoBet noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, KokoBet reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

We are very grateful for your patience and understanding while waiting for our response!

Best regards,

KokoBet Casino

Dear casino representative,

thank you very much for your response. We acknowledge the importance of adhering to the rules, however we would like to ask you to provide us with more insight on the exact wrongdoing the player is accused of. This is a standard practice for us and we require such evidence from all casinos. In case more detailed information is confidential, please attach it to email addressed to martin.l@casino.guru. I can assure you that contents of your message will remain confidential to me and will only be used for the purposes of dealing with this complaint.

Dear Martin,

Thank you for your quick response!

We have sent all the required and detailed information, along with the necessary confirmations, to the email address you provided. Please check your inbox to ensure you have received everything. If you have any questions or need further assistance, feel free to reach out.

Looking forward to hearing from you!

Best wishes,

KokoBet Casino

Dear heyegang,

After a thorough review of your case, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. 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 always here to assist you!

Best Regards,

Martin