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Hello,

Unfortunately, I am having an issue with closing my account. The account keeps being reopened, even though I repeatedly request for it to be permanently and irrevocably closed. I have mentioned multiple times that I have issues with gambling addiction, yet the provider keeps reopening the account directly and without any issues. Could you please also send a request to the provider that I want my account permanently closed?

I look forward to your support and thank you in advance for your help.

Hallo,

leider habe ich ein Problem mit dem Schließen meines Kontos. Das Konto wird immer wieder geöffnet, obwohl ich immer wieder darum bitte das Konto dauerhaft und unwiderruflich zuschließen. Ich habe mehrfach angegeben, dass ich Probleme mit Spielsucht habe und immer wieder wird das Konto vom Anbieter aufgemacht direkt und ohne Probleme. Können Sie bitte dem Anbieter ebenfalls eine Anfrage zukommen lassen, dass ich mein Konto dauerhaft schließen möchte

Ich freue mich auf Ihre Unterstützung und danke Ihnen schon mal im Voraus recht herzlich

Dear Loewin89, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

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

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards

Veronika

Hello,

thank you for your answer. Here is the conversation with the provider. When I want to close the account permanently and ask for a self-exclusion, I always get the offer to reopen it on request

Hallo,

danke für ihre ihre Antwort . Hier die Konversation mit dem Anbieter. Wenn ich das Konto dauerhaft schließen möchte und um einen selbstausschluss bitte , bekomme ich immer wieder das Angebot der wieder Öffnung auf Anfrage

From the screenshot you shared, it appears that your account is already closed. Can you please confirm this?

Hello, yes the account is closed but despite a self-exclusion the provider would immediately reopen the account upon request and does not respect my request for permanent and permanent exclusion

Hallo, ja das Konto ist geschlossen aber trotz eines selbst Ausschluss würde der Anbieter das Konto nach Anfrage sofort wieder eröffnen und respektiert meine Anfrage für den permanenten und dauerhaften Ausschluss nicht

How many times has your account been closed for self-exclusion and subsequently reopened just after your request?

Did you make any deposits while your account was reopened?

Good morning,

Yes, I have had my account excluded several times on request and then had it reopened in the chat and it was always reopened on request. I also made deposits immediately afterwards and they didn't even wait 24 hours to open it, they opened it immediately.

Guten Morgen,

Ja ich habe mein Konto mehrmals auf Wunsch selbst ausschließen lassen und habe es dann im Chat wieder öffnen lassen und es wurde auf Anfrage immer wieder geöffnet. Ich habe auch direkt unmittelbar danach Einzahlungen getätigt und es wurde nicht mal 24 Stunden mit der Öffnung gewartet, sondern es wurde unmittelbar geöffnet..

Thank you very much, Loewin89, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Loewin89,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Kikobet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representatives through their official support email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

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.