GoKong Casino - O pedido de encerramento da conta do jogador foi ignorado.

I have repeatedly requested in the live chat over the past few weeks that my gaming account be permanently closed. These requests have been ignored every time.

On January 29, 2026, I also sent a clear email to support demanding immediate account closure. There was no response to this either, and my account was not blocked.

This allowed me to deposit money again today, specifically €437.

I demand only a refund of these €437, as I have done everything reasonably possible to have my account closed.

As proof, I am attaching all chat histories and emails.

I request Casino Guru's assistance in enforcing my legitimate claim for a refund.

Ich habe bereits seit mehreren Wochen mehrfach im Live-Chat darum gebeten, dass mein Spielkonto dauerhaft geschlossen wird. Diese Anfragen wurden jedes Mal ignoriert.

Am 29.01.2026 habe ich zusätzlich eine eindeutige E-Mail an den Support gesendet, in der ich klar die sofortige Kontoschließung verlangt habe. Auch darauf erfolgte keine Reaktion, und mein Konto wurde nicht gesperrt.

Dadurch war es mir heute erneut möglich, Geld einzuzahlen, konkret 437 €.

Ich fordere ausschließlich die Rückerstattung dieser 437 €, da ich alles mir Zumutbare getan habe, um mein Konto schließen zu lassen.

Als Nachweis füge ich alle Chatverläufe und E-Mails bei.

Ich bitte Casino Guru um Unterstützung bei der Durchsetzung meiner berechtigten Rückforderung.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GoKong 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?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@gokong.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 GoKong 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

Thank you for your support.

I would like to clarify the situation and send the supporting documents:

1. Application for account closure:

On January 29, 2026, I contacted the casino and requested the closure of my account. (See attached email/chat)

2. Deposit after account closure request:

Despite my request for closure, I was able to deposit €437 on February 6, 2026, which I subsequently reclaimed.

3. Casino's response:

The casino informed me that a refund was not possible because the deposit had been used for betting (referring to terms and conditions, article 6.6.2). They refused the refund even though my account was demonstrably due to be closed.

4. Total amount:

In total I have deposited approximately €2500, but I am currently only requesting the €437 from February 6, 2026, back.

I believe that no further deposits should have been possible after my request to close the account, and therefore I request that my case be reviewed.

I have attached the email and chat evidence as an appendix.

Thank you for your support.

Best regards

vielen Dank für Ihre Unterstützung.

Ich möchte den Sachverhalt klarstellen und die Nachweise mitsenden:

1. Antrag auf Kontoschließung:

Am 29.01.2026 habe ich das Casino kontaktiert und die Schließung meines Kontos beantragt. (Siehe angehängte E-Mail / Chat)

2. Einzahlung nach Kontoschließungsantrag:

Trotz meines Schließungsantrags war es mir am 06.02.2026 möglich, 437 € einzuzahlen, welche ich anschließend zurückgefordert habe.

3. Antwort des Casinos:

Das Casino teilte mir mit, dass keine Rückerstattung möglich sei, da die Einzahlung für Wetten verwendet wurde (Verweis auf AGB, Artikel 6.6.2). Sie lehnten die Rückerstattung ab, obwohl mein Konto nachweislich bereits geschlossen werden sollte.

4. Gesamtbetrag:

Insgesamt habe ich etwa 2500 € eingezahlt, ich fordere aktuell jedoch nur die 437 € vom 06.02.2026 zurück.

Ich bin der Meinung, dass nach meinem Antrag auf Kontoschließung keine weiteren Einzahlungen hätten möglich sein dürfen, und bitte daher um Prüfung meines Falls.

Die E-Mail- und Chatnachweise habe ich als Anhang beigefügt.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Thanks for sharing the information.

We can only ask the casino to refund money that was spent on gambling if you inform them of suffering from gambling issues, and the casino does not act to protect you.

Based on the communication shared with me, the casino didn't have an obligation to protect you. Based on this information We won't be able to ask the casino for a refund.

• Please let me know whether you informed the casino of your gambling issues beforehand and supply evidence.
• Please let me know whether the casino already closed your account. If the casino hasn't closed your account already, I would recommend sending a self-exclusion according to the template I shared earlier. Please let me know about the result.

Looking forward to your reply.

My request does not relate to gambling addiction or refunds for gambling losses.

My concern is:

I requested the account closure on January 29th.

Nevertheless, I was still able to deposit €437 on February 6th.

I therefore request an investigation into why deposits were still possible after my closure request and whether these deposits must therefore be refunded.

Please review this point independently of the topic of gambling addiction.

Mein Anliegen bezieht sich nicht auf Spielsucht oder Rückerstattung wegen Glücksspielverlusten.

Mein Anliegen ist:

Ich habe am 29.01. die Kontoschließung verlangt.

Trotzdem konnte ich am 06.02. noch 437 € einzahlen.

Ich bitte daher um Prüfung, warum nach meinem Schließungsantrag noch Einzahlungen möglich waren und ob diese Einzahlung daher rückerstattet werden muss.

Bitte prüfen Sie diesen Punkt unabhängig vom Thema Spielsucht.

Sadly,

We don't consider account closure requests as satisfactory grounds for requesting a refund. Please understand the player is responsible for their account, deposits, and bets. We believe the casino is, however, obligated to protect you from further play if you inform them about your gambling issues, from our point of view. The topics of refund and disclosure of gambling addiction are therefore completely linked.

Since we couldn't conclude that the casino was obligated to protect you, the refund can't be pursued, regardless of previous account closure requests.

If your account hasn't yet been closed in this or in any other online casino where you have an open account, feel free to use the template I shared earlier.

Due to the aforementioned reasons, we will now proceed to reject 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.