KinBet Casino - O pedido de autoexclusão do jogador foi ignorado.

Good morning,

I would like to report a serious problem I encountered with Vegasino Casino.

As of May 13, 2025, after numerous attempts to self-exclude from the site and repeatedly contacting support via chat and email, my account remained active and accessible, allowing me to continue depositing large sums of money, despite my explicit requests to block it.

I should point out that I have a serious gambling problem and had specifically requested self-exclusion to protect myself.

Your failure to block my account, despite repeated requests, constitutes a breach of your obligations to protect vulnerable users.

I kindly ask Casino Guru to intervene to help me resolve this situation, and to support me in requesting a refund of all deposits made after my self-exclusion request, which occurred on February 8, 2025.

I remain available to provide proof of communications with support and thank you in advance for your attention.

Buongiorno,

desidero segnalare un grave problema riscontrato con il casinò Vegasino.

In data 13/05/2025, dopo aver tentato numerose volte di autoescludermi dal sito e aver contattato ripetutamente l’assistenza tramite chat e email, il mio account è rimasto attivo e accessibile, permettendomi di continuare a depositare ingenti somme di denaro, nonostante le mie richieste esplicite di blocco.

Preciso che ho seri problemi con il gioco d’azzardo e avevo espressamente chiesto l’autoesclusione per tutelarmi.

Il mancato blocco del mio account, nonostante le ripetute richieste, rappresenta una violazione degli obblighi di tutela dell’utente vulnerabile.

Chiedo cortesemente a Casino Guru di intervenire per aiutarmi a risolvere questa situazione, e di supportarmi nel richiedere il rimborso di tutti i depositi effettuati successivamente alla mia richiesta di autoesclusione, avvenuta l’8 febbraio 2025.

Resto a disposizione per fornire prove delle comunicazioni intercorse con l’assistenza e ringrazio anticipatamente per l’attenzione.

Hello,

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

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

• Regarding your complaint, could you please clarify whether it pertains to Kinbet Casino or Vegasino Casino, as there is an initial reference to issues with the latter.
• Could you also specify the date of your self exclusion, since you stated two dates (May 13th and February 8th).
• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi good morning both sites I had problems with KinBet I tried to request self-exclusion on 05/13/2025 while with vegasino on 04/08/2025

Ciao buongiorno entrambi i siti ho avuto problemi con KinBet ho provato a richiedere autoesclusione il 13/05/2025 mentre con vegasino il 08/04/2025

Hello,

thank you for clarification.

To avoid confusion, please ensure that this complaint is pertained only to Kinbet Casino.

Additionally, could you please answer the following questions as well?

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?

Have you shared your self exclusion request with me, please? I was unable to locate it. My email at katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello good morning my account was not blocked after my request I tried to contact them but nothing doing, by law I must be refunded all the money played from my first request email to the closure of the gaming account

Ciao buongiorno il mio account non è stato bloccato dopo la mia richiesta ho provato a contattarli ma nulla da fare , per la legge io devo essere rimborsato tutti i soldi giocati dalla mia prima e-mail di richiesta alla chiusura del conto gioco

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi good morning I sent you the email unfortunately I can't find the other screenshots but I think these are more than enough thanks

Ciao buongiorno ti ho inviato l e-mail purtroppo non riesco a trovare gli altri screenshot ma credo che questi siano più che sufficienti grazie

Hello,

thank you for your message and email.

I have noticed screenshots of email correspondence with a casino have been shared. To ensure accuracy and completeness, would it be possible to forward the original email in its entirety? A forwarded copy is preferable to a screenshot. My email is katarina.d@casino.guru

Looking forward to your reply,

Katarina

Good morning, I forwarded an email as you requested.

Buongiorno ho inoltrato un e-mail come da lei richiesto

Thank you very much, Ettore, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.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 Ettore, 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.

I’d like to invite a representative of KinBet 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 all!

Dear client,

Thank you for reaching out and for bringing your concerns to our attention.

We understand the seriousness of gambling addiction and take all such matters with the utmost care and responsibility.

On May 13th, 2025, you contacted us regarding your gambling addiction and requested to close your account. In response, we promptly replied and asked you to confirm the voided option so that we could proceed with the account closure as per our responsible gaming protocol. Unfortunately, we did not receive a response from you at that time, and as such, we were unable to take further action without your explicit confirmation.

You later contacted us again on July 27th, 2025, requesting a refund. Your account was closed after your complaint and remains closed till now without the possibility to be reopened. Please note that during the period between May and July, your account remained active and was used to place bets.

As outlined in our Terms and Conditions, specifically section 6.6.2:

"No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

Since the funds in your account were actively used during this period, we are unable to process a refund in this case.

We always aim to support our users in a responsible manner and are happy to help you permanently self-exclude or take further protective steps if you wish to do so. Please let us know how you’d like to proceed.

Thank you for your understanding.

Kind regards,

KinBet casino team

Dear KinBet casino team, thank you for the additional details and confirmation of the account closure. The issue is the balance void out, which we find against our Fair Gambling Codex, in case of self-exclusion requests. While voiding the balance is OK in case of regular account closure - as the player has the option to stop playing, withdraw all the balance then have the account closed - that is not possible when dealing with gambling addiction.

With this question you have put the player in an impossible position - either lose all the balance, or keep the account open and gamble even more funds once the addiction strikes again. We believe in cases of gambling addiction, players should not be put in this position, and the account should be closed instantly, while returning any remaining balance to their original payment method. Since gamblers are not in full possession of their faculties, they do not have the luxury of waiting for regular withdrawal to be fully processed and have the account closed "at some point later on". If the player actually confirmed the closure, we would request the balance to be refunded.

Dear Ettore, since your account has now been closed permanently, and you have not indicated any disputed amount when opening this complaint, please let me know if it can be closed and whether you are satisfied with this outcome. Thank you.

Dear KinBet Team,

I hereby formally demand that you return the entire remaining balance on my gaming account at the time of closure, by direct credit to the original payment method.

I have documentary evidence demonstrating that I have repeatedly requested account closure for reasons related to gambling addiction. Despite this, my requests were not processed in a timely manner, allowing me to make further deposits and wagers. This behavior seriously violates the principles of responsible gaming:

from the Fair Gambling Code,

from the Guidelines of the European Gaming Authority (EGBA),

and, as far as Italy is concerned, by the obligations imposed by the ADM (Customs and Monopolies Agency) regarding the protection of vulnerable players.

Such conduct may constitute breach of contract, unfair commercial practices (pursuant to the Consumer Code, Legislative Decree 206/2005) and liability for compensation for pecuniary and non-pecuniary damages.

If I do not receive written confirmation and credit for the refund within 7 (seven) days of receiving this letter, I will proceed without further notice to:

File a formal complaint with the ADM and the relevant European regulatory bodies.

Report the issue to the main consumer protection associations.

Take legal action to recover any unreturned funds, including seeking additional damages for KinBet's conduct.

I therefore urge you to comply immediately, thus avoiding more serious consequences and further responsibilities for you.

Gentile Team di KinBet,

con la presente vi diffido formalmente a restituire l’intero saldo residuo presente sul mio conto gioco al momento della chiusura, mediante riaccredito diretto sul metodo di pagamento originario.

Dispongo di prove documentali che dimostrano come io abbia richiesto più volte la chiusura del conto per motivi legati a dipendenza dal gioco d’azzardo. Nonostante ciò, le mie richieste non sono state eseguite nei tempi dovuti, consentendomi di effettuare ulteriori versamenti e giocate. Questo comportamento viola gravemente i principi di gioco responsabile previsti:

dal Codice del Gioco d’Azzardo Equo,

dalle Linee guida dell’Autorità europea per il gioco online (EGBA),

e, per quanto riguarda l’Italia, dagli obblighi imposti dall’ADM (Agenzia delle Dogane e dei Monopoli) in materia di tutela dei giocatori vulnerabili.

Tali condotte possono configurare inadempienza contrattuale, pratiche commerciali scorrette (ai sensi del Codice del Consumo, D.lgs. 206/2005) e responsabilità risarcitoria per danno patrimoniale e non patrimoniale.

Se non riceverò conferma scritta e accredito del rimborso entro 7 (sette) giorni dal ricevimento della presente, procederò senza ulteriori avvisi a:

Sporgere denuncia formale all’ADM e agli organismi regolatori europei competenti.

Trasmettere segnalazione alle principali associazioni di tutela dei consumatori.

Intraprendere un’azione legale per il recupero delle somme non restituite, con richiesta di risarcimento danni aggiuntivi per la condotta tenuta da KinBet.

Vi invito pertanto ad adempiere immediatamente, evitando così conseguenze più gravi e ulteriori responsabilità a vostro carico.

Dear KinBet Casino team, can you please confirm if any balance has been voided at the time of the account closure? If so, we would like to ask for this amount to be refunded to the player, as voiding balance of gambling addicts is against our policies stated in my previous post.

Dear Ettore, while waiting for the casino to respond, I would like to make you aware that no European regulator or governmental body would deal with your issue. This is simply because the casino is officially not operating in the EU. You have knowingly signed up in a casino outside of the Italian and European laws, hence there is nothing they can do for you. The only option would be the Anjouan Authority, and I will provide you with the details about how to lodge a complaint with them, if the outcome of this complaint ends up as unresolved.

I hereby formally request the immediate refund of all sums paid by me from the day I requested the definitive closure of my gaming account, up to the date on which this was carried out.

I have explicitly disclosed my gambling disorder (gambling addiction) and requested self-exclusion. Your failure to respond and continued acceptance of funds constitute a serious failure of responsibility and protection.

Therefore I ask:

A full refund of any amounts paid after my request to close my account;

Written confirmation of the refund within 10 days of receipt of this letter.

Failing that, I will be forced to evaluate all useful linguistic and judicial initiatives, including reporting to the competent international authorities and participating in player protection platforms (such as AskGamblers).

Subject to any better protection.

Con la presente richiedo formalmente il rimborso immediato di tutte le somme da me versate a partire dal giorno in cui ho richiesto la chiusura definitiva del mio conto di gioco, fino alla data in cui questa è stata eseguita.

Ho manifestato esplicitamente la mia condizione di persona con disturbo da gioco d’azzardo (azzardopatia) e chiesto l’autoesclusione. La vostra mancata risposta e la continuazione dell’accettazione di fondi costituiscono una grave mancanza di responsabilità e tutela.

Pertanto chiedo:

Il rimborso integrale delle somme versate dopo la mia richiesta di chiusura del conto;

La conferma scritta dell’avvenuto rimborso entro 10 giorni dal ricevimento della presente.

In difetto, mi vedrò costretto a valutare ogni iniziativa linguistica e giudiziaria utile, inclusa la segnalazione alle autorità competenti internazionali e la partecipazione a piattaforme di tutela dei giocatori (come AskGamblers).

Con riserva di ogni migliore tutela.

Dear Ettore,

Thank you for your patience.

We kindly inform you that after re-consideration of your case, a refund of your deposits made after your initial closure request has been approved. We have sent you also an e-mail in order for you to provide to us your bank details that needed for the refund. We really thank you for your cooperation!

Best regards,

KinBet casino team

This is fantastic news, and I would like to thank the KinBet casino team for reconsidering their decision.

Dear Ettore, please let us know once you provide the necessary information for the casino.

But for now I can thank you all, I will wait for the refund and I will let you know

Io però il momento posso ringraziarvi tutto aspetterò il rimborso e vi farò sapere

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ettore,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej