KimoCasino - Jogador critica irresponsabilidade do cassino em relação às restrições de jogo.

Hello!

I would like to report kimcasino who failed to take responsibility for blocking my account there when I clearly communicated through chat and several emails that I have a gambling problem. I suffer from a gambling addiction, but they quit the chats and refuse to close my account, instead offering me a bonus to win me back, which is completely unacceptable. I have taken the screenshots of emails I've sent them that were not answered, as well as screenshot of the chat where the support staff quit the chat instead of blocking my account. The account is now blocked after I had to wait in queue for 4 hours on chat, but it's too late, I've deposited more money than I could afford.. I have sent an email to their complaints department and am awaiting a response.

Hej!

Jag vill rapportera kimcasino som inte tagit sitt ansvar att spärra mitt konto hos dom när jag tydligt o chatten och flertal mejl informerat dom att jag har problem med spel. Jag har ett beroende men dom lämnar chatten och vägrar stänga mitt konto och erbjuder mig bonus istället för att vinna tillbaka mig vilket är helt oacceptabelt. Jag har tagit screenshots på mejl jag mejlat dem utan svar samt screenshot på chatten där supporten lämnar chatten istället för att spärra mitt konto. Kontot är nu spärrad efter att jag satt i kö i 4 timmar i chatten men det är försent jag har stoppat in mer än vad jag hade råd med.. jag har skickat ett mejl till deras complaint avdelning och inväntar svar.

Hello EliasR,

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. Could you please advise if you have any evidence of mentioning gambling addiction to the casino? Do I understand it correctly that the casino closed your account after 4 hours of your request?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

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

 Thank you very much in advance for your reply.

Best regards,

Nick

Hello!

Thank you for your message!

I understand and I clearly wrote to them that I have game problems and yet they leave the chat and do not take my answer seriously.

I am attaching pictures here. Erased my social security number.

Twice support leaves the chat

Hej!

Tack för ditt meddelande!

Jag förstår och jag skrev tydligt till dem att jag har spelproblem och ändå så lämnar dem chatten och inte tar mitt svar på allvar.

jag bifogar bilder här. Har suddat ut mitt personnummer.

Två gånger lämnar supporten chatten

Hello EliasR,

Can you please clarify the exact date of the e-mail you sent with the addiction mentioned and the exact date your account got blocked?

Dear EliasR,

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.

Hello!

the exact date was 2024-01-27 and then received in response that they should refund a small amount of 235 euros and that it would

take between 2-7 days but I still haven't received a refund and about 5 days ago I got another email when I asked how it's going and then they said they would look but haven't heard yet and they don't respond to emails. Attached some pictures.

Hej!

exakta datumet var 2024-01-27 och fick sedan som svar att dom ska återbetala ett litet belopp på 235 euro och att det skulle

ta mellan 2-7 dagar men ännu har jag inte fått någon återbetalning och för ca 5 dagar sedan fick jag ett mejl till när jag frågade hur det går och då sa dom att dom skulle kika men ännu inte hört och dom svarar inte på mejl. Bifogar lite bilder.

Thank you EliasR for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello EliasR,

I am sorry to hear about your problem with the casino. Could you state if you have received the refund of 235€?

I'll be awaiting your reply.

Hello,

I have received 235 euros back, but there is actually more left. There is also 320 euros remaining.

Hej,

jag har fått tillbaka 235 euro men det kvarstår mer egentligen. Det är 320 euro som kvarstår också.

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.

Hello EliasR,

Could you state if the 320€ are the winnings from your 235€ deposit after you have asked for a self-exclusion?

I'll be awaiting your reply.

Dear EliasR,

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.

There are profits, yes. But I have invested more than the winnings are.

Det är vinster ja. Men jag har satt in mer än vad vinsterna är.

Hello EliasR,

I am afraid you are only eligible for the deposits made after the self-exclusion request. Have you deposited more than 235€ after the self-exclusion request?

I'll be awaiting your reply.

Dear EliasR,

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.

Yes, it has. I have deposited more than SEK 8,000 after I requested suspension

Ja det har har. Jag har lagt in mer än 8000 kronor efter att jag begärt avstängning

Hello EliasR,

I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a KimoCasino representative to join this conversation and participate in resolving this complaint.

Dear KimoCasino,

Could you comment on this?

Thank you in advance for providing the information.

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 EliasR,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan