KokoBet Casino - La solicitud de autoexclusión del jugador fue ignorada.

I asked multiple times to block myself account because of gambling issues! They didn't do anything and I think that is really unfair! I want my money back because I lost almost anything.

You can see the email conversations and the deposit amount in the documents that I dropped in this complaint

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with KokoBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your correspondence with the casino directly to my email? You can reach me at attila.g@casino.guru.

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,

Attila

Hello Attila, thank you for being willing to help me with this matter. Here are the answers to your questions:

• I still have access to my account (even as of today), despite the fact that I have been trying for quite some time to have my account blocked and have been in contact with my "VIP Manager."
• I can confirm that; I have verified everything.
• I have just sent the email to you.

If you need more documentation or proof i would like to here from you

Dear Nobody1992,

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, Matej (matej.l@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,

Attila

Hello Nobody1992, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of KokoBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you in advance for your assistance with this complaint. For your reference, I only received confirmation that my account had been blocked on April 3, 2026, at 12:37. This is to ensure you are aware of the timeline.

If you require any additional documentation or information, please do not hesitate to let me know.

Hello Koko.bet,

Can you give me a application please?

I wanted to protect myself from gambling addiction and your company did nothing... I send you even a test result from your "gambling addiction test" on your website. You "needed" that test to block me (I already asked a couple of times te block me because of my addiction, but it wasn't possible because I didn't had a screenshot from the test results) and after I send it to you you did nothing!!

I think your behavior against me is unacceptable and I demand a full refund of my money!

Kindly regards,

J

Dear Joost,

Thank you for bringing this matter to our attention.

First of all, we would like to sincerely apologize for your experience. We fully understand the seriousness of requests related to responsible gambling and regret that your case was not handled as promptly as expected.

We have reviewed your case internally and have now reached out to you via email to address this matter directly and work towards a resolution.

We kindly ask you to check your inbox and respond at your convenience so we can proceed further.

Thank you for your patience and understanding.

Kind regards,

Kokobet Team

Dear KoKo.bet,

You have indeed contacted me, and I have provided you with my bank details.

Should you require any additional information or documentation, please do not hesitate to let me know.

Once I have received the payment in my bank account, I will mark this complaint as resolved.

Thank you for your prompt action, and I look forward to receiving the payment soon.

I am glad to see the mutual agreement has been reached.

Dear KokoBet Casino, can you please confirm the account has been closed forever with a note "Gambling addict, never to reopen", that all the marketing communication via e-mail and phone has ceased, and that the player's credentials were blacklisted, so it will not be possible to re-register? Thank you.

Dear Nobody1992, can you please confirm the amount you will be refunded by the casino? Thank you.

Dear Matej,

I have just successfully completed the KYC verification via the provided link and have subsequently submitted the requested documents, photos, and selfies.

I hope to receive the refund from them soon so that this complaint can be marked as successfully resolved.

You will here from me when i recieve the money

Sounds like good news! :) Can you please let me know the amount the casino is refunding you with? Just so I can update the internal files accordingly. Thank you.

Hello,

We would like to inform you that we have agreed with the player on a refund amount of 792 EUR.

The player has completed the verification process, and the request is currently being processed.

Hello Koko.bet,

I just send you an email that i agree with your proposal.

Could you please transfer the amount to me today? That would suit me very well!

Kind regards

I am happy to see the mutual agreement has been reached. Dear KokoBet Casino, can you please confirm:

• the account has been closed forever with a note "Gambling addict, never to reopen"
• all the marketing communication via e-mail and phone has ceased
• player's credentials were blacklisted, so it will not be possible to re-register

This can be confirmed together with information about refund being processed on your end, in one post. Thank you very much.

Hello!

Thank you for your message. We are pleased to confirm the following:

1. The player's account has been permanently closed and flagged internally with the note "Gambling addict, never to reopen." The closure is irreversible.

2. All marketing communications with the player, including via email and phone, have been fully ceased. The player has been removed from all communication lists.

3. The player's credentials have been blacklisted in our system. Re-registration under the same details is not possible.

We consider this matter resolved on our side.

Best regards,

KokoBet Team

Thank you so much for the confirmation, dear KokoBet Casino, much appreciated.

Dear Nobody1992, please let us know once the refund has been received and whether you consider the matter successfully resolved. Thank you for your cooperation and have a nice day!

Dear Nobody1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru