KinBet Casino - Сметката на играча е отворена въпреки разкриването на хазартна зависимост.

Subject: Formal Complaint – Failure to Close Account After Gambling Addiction Disclosure

To Whom It May Concern,

I am writing to file a formal complaint regarding Kinbet Casino’s failure to close my account despite multiple explicit requests, including disclosure of a gambling addiction.

On January 20, 2026, I contacted your support team requesting that my account be permanently closed due to gambling addiction. I was instructed to send this request via email to [email protected], which I did the same day.

Instead of actioning my request, I received a response offering a "welcome bonus pack" and asking if I still wished to proceed with account closure. I clearly responded confirming that I did want my account closed. Despite this, no action was taken.

Additionally, I received a follow-up email that did not address my request and instead contained general messaging unrelated to account closure.

Today, I accessed my account and contacted a Kinbet representative to confirm whether any restrictions had been placed on my account. I was informed multiple times that there were no restrictions in place.

As a direct result of your failure to act on my prior request, I continued to have full access to my account and subsequently lost approximately $300.

I again requested that my account be closed due to gambling addiction and was once again instructed to email [email protected], despite having already done so.

This situation raises serious concerns:

• Failure to action a clear account closure request tied to gambling addiction
• Lack of responsible gambling safeguards (no deposit limits or restrictions offered)
• Continued access to the platform despite prior disclosure
• Inappropriate response offering bonuses after a closure request

I am requesting the following:

• Immediate and permanent closure of my account
• A formal explanation as to why my original request (January 20, 2026) was not actioned
• A full refund of the $300 lost after my initial account closure request, as access should not have been permitted
• Confirmation of your responsible gambling policies and why they were not applied in this case

If this matter is not resolved promptly, I am prepared to escalate this complaint to the appropriate regulatory and consumer protection authorities.

Please treat this matter with urgency.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear imbrogno4,

Thank you very much for submitting your complaint. I’m sorry to hear about the player’s problem regarding your account at Kinbet Casino.

To better understand the situation and assist you effectively, could you please provide more details by answering the following questions?

• Could you please confirm that you are still able to log in to your account?
• Have you maintained any other relevant records or screenshots of your correspondence with the support team?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear imbrogno4

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 ResolverIgor ([email protected]). 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,

Petra

Dear imbrogno4,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the KinBet Casino and I hope that together we will come to a successful resolution of your issue.

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

Dear KinBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear imbrogno4,

Thank you for reaching out to us.

In order to further investigate your claim we would kindly ask you to provide us with a screenshot of the email send to us on the 20.01.26 with all information visible.

Thank you for your understanding.

Kind regards,

Kinbet Casino Team

Dear KinBet Casino,

Thank you for joining the complaint.

The player has already shared the email sent on 20/01/2026. Please review the screenshot below and let us know your findings.

Dear Igor,

Thank you for your reply and the provided screenshot.

Dear imbrogno4,

Thank you for your patience.

We would kindly ask you to check your emails where we provided you with a refund offer.

In case you agree, please send us the requested payment details as reply to the email.

We thank you for your understanding.

Kind regards,

Kinbet Team

Dear imbrogno4,

The casino has sent you an email with a refund offer.

I would like to kindly ask you to check the email and let us know your point of view.

Feel free to share any concerns or ask any questions.

Hi all!

I have responded to the email that was sent to me and provided the requested information to process my refund.

I would like to keep this ticket open until my refund is received.

Thank you both for your continued assistance.

Dear imbrogno4,

The complaint will remain open until you confirm that the refund was successfully received.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear KinBet Casino,

The player has replied to your email and provided the requested information.

Please let us know once there is any update regarding the refund.

Hi @Igor

I have provided the requested information on May 15, 2026, and I have not received an update since. I also sent a follow-up request asking for an update regarding the status of the refund.

@Kinbet

Can you kindly advise when the refund will be processed?

As this matter was resolved and the refund was approved as a goodwill gesture, I would appreciate an estimated timeline for completion.

Thank you in advance for your assistance.

Dear imbrogno4,

Thank you for your reply and the provided details.

Please be informed that your transaction has been forwarded as priority and we expect the finalization in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Kinbet team

Dear KinBet Casino,

Thank you for your update and for informing us that the refund was forwarded with priority.

Please let us know once there is any news regarding this complaint.

Dear imbrogno4,

Thank you very much for your patience.

For now, we have to wait for a further update from the casino’s side.

However, if you receive your refund in the meantime, do not hesitate to let me know.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear imbrogno4,

Thank you for your patience.

We would kindly like to apologize for the delay of your payment.

Please be informed that we expect the finalization of your transaction in the nearest time.

We thank you for your understanding.

Kind regards,

Kinbet team

Dear KinBet Casino,

Thank you for your additional update and for informing us that the refund will be processed in the near future.

Please do not hesitate to inform us once there is any news.

Dear imbrogno4,

According to the casino, your payment will be processed soon. Please let us know once you receive your money.

Additionally, as mentioned before, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello to you both,

Thank you for your update. Please process the refund as soon as possible, as I was advised the same information last week: "Please be informed that your transaction has been forwarded as priority and we expect the finalization in the nearest time" (dated 5 days ago).

At this point, it should not be taking this long to process a refund, especially after being advised that the matter had already been prioritized. I would appreciate an update on the expected processing timeline and confirmation of when the refund will be finalized.

@Igor - Just as an update I have not received my refund yet. Can this be escalated? I am surprised on how long this is taking.

Dear imbrogno4,

Thank you for your patience.

Please be informed that your payment is in the final stages.

We will inform you as soon as the transaction is complete.

We thank you for your understanding.

Kind regards,

Kinbet team

Dear KinBet Casino,

Please note that it's already been more than a week, since you initially informed us that the refund is at the final stages.

Therefore, I would kindly ask you to proceed the payment within the next time frame. Thank you.

@Igor - Thank you for your continued support and assistance with this matter.

@KinBet Casino - If payment is not received by today, Friday, May 29, 2026, or at the latest by Saturday, May 30, 2026, I will have no choice but to escalate this matter further. It has now been over a week since I was first advised that the refund was in its final stages, and I have yet to receive either the payment or a definitive timeline for completion.

I would appreciate your prompt attention to this matter and confirmation as to when the refund will be processed.

Kind regards,

[redacted by Casino Guru]

@Igor - I still have not received my refund.

Hi all!

I would like to inform you both that my refund has been processed and received - I will be closing this matter and it is resolved.

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

Dear imbrogno4,

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,

Igor