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I closed my account on 09/05/2026 however they have allowed me to continue to deposit regardless. I have emailed them but they are not willing to refund the deposits even though they were placed on a closed account due to gambling issues.

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Dear Amylouh,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

To better understand the situation, please answer the following questions.

• Do I understand correctly that your account was closed and inaccessible on May 9, 2026?
• Could you please provide the amount and dates when you made the deposits?
• Please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

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,

Jean

Hi Jean, I contacted kaasino on the 9th May 2026 and they confirmed the same day that it was closed however I didn’t go into their site to check as obviously I was trying to avoid gambling, I deposited as follows:

26/05 £150

02/06 £220

10/06 £100

11/06 £70

18/06 £50

19/06 £191

20/06 £55

30/06 £470

01/07 £90

total of £1396

i will forward the emails to you now, thank you

Thank you for providing the deposit history and for forwarding the email correspondence.

I would like to clarify a few details to better understand what happened.

• Can you confirm that you personally made all of the deposits you listed between May 26 and July 1?
• Since the casino confirmed your account closure on May 9, were you able to log in to the same account without creating a new one, or did anything unusual occur when you accessed it?
• When you requested the account closure on May 9, did you request a self-exclusion?

I would also like to clarify an important distinction. An account closure and a self-exclusion are not the same. A standard account closure is generally an administrative request to close an account, whereas a self-exclusion is a responsible gambling measure intended to prevent a player from accessing their account or gambling due to gambling-related concerns. If a player is seeking protection from gambling, it is generally advisable to clearly request a self-exclusion rather than only asking for the account to be closed.

You also mentioned that you requested a refund of your deposits. Once I receive the complete email threads, I will review how the casino responded.

I look forward to your reply.

hi jean,

yes, all the deposits were made by me. When I went to the website on the 26/05 I was able to log in to the account that I had previously used and deposit as I used to prior to closing the account. I did not specify a self exclusion however I made it very clear that I was closing it due to gambling issues and was told that "in this case, your account is blocked". When I requested the refund it was via live chat and also email, I’ve have sent the email thread and messages to your email address as requested.

Many thanks

Amy

Dear Amylouh,

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 Resolver, Igor, (igor.p@casino.guru). 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,

Jean

Dear Amylouh,

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

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

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

Dear Kaasino 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 all,

According to the project’s licensing requirements and applicable account management procedures, the operator may review and determine the appropriate action regarding requests for permanent account closure. In certain cases, instead of permanently closing an account, the operator may apply a time-limited self-exclusion period, which was the measure implemented for this player’s account.

Upon registration, the player agreed to the project’s Terms and Conditions, including the rules governing account management, responsible gaming measures. By accepting these terms, the player acknowledged and agreed to the applicable policies and procedures of the project.

The player’s account is currently in Suspended status and will additionally be updated to Closed status in accordance with the operator’s internal procedures.

Based on the above, the operator considers that all required measures were properly applied and does not identify any grounds for refunding the deposits made on the account. The deposits were made voluntarily by the player while the account was active and in accordance with the agreed Terms and Conditions.

Best regards,

Kaasino casino team

Therefore, the operator maintains its position that no refund is applicable in this case.

Dear Kaasino Casino,

Thank you for your response. The supplied correspondence shows that the player expressly stated that she had gambling issues and needed her account closed. Your representative replied that the account was blocked and later confirmed that it had already been closed.

Please provide the following:

• The complete transaction and gameplay ledger from 9 May 2026 onward, including deposits, withdrawals and closing balance.
• Confirmation of the account’s present status.

Additionally, please also explain how the statement that the account was already closed can be reconciled with the player later accessing and depositing through the same account.

Dear Igor,

We would like to sincerely acknowledge our responsibility regarding this situation and confirm that we recognize our part in this matter. We understand the inconvenience caused and take this issue very seriously.

After a thorough review, we have taken the necessary measures and the player’s account has been permanently closed forever. This decision was made to ensure compliance with our policies and to prevent any similar situations in the future.

Our team will contact the client directly to discuss the matter further and work towards a fair and mutually acceptable resolution. We remain committed to handling this situation in a professional and transparent manner.

We appreciate your patience and understanding and will make every effort to resolve this matter as efficiently as possible.

Best regards,

Kaasino casino team

Dear Kaasino Casino,

Thank you for your response and for informing us that you are actively looking into this case.

Please reply when there is any update regarding this complaint.

Hi Igor, how long should I wait for Kaasino to contact me?

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 all,

We would like to inform you that the case has been successfully resolved with the player in the player's favor.

Best regards,

Kaasino casino team

Dear Amylouh,

According to the casino, the complaint was resolved in your favour.

Please let us know whether this information is correct.

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

Hi igor, I have agreed with Kaasino on a refund amount and am awaiting it to be paid to my bank account, I will update you when it arrives.

Dear Kaasino Casino,

Please let us know once the refund has been fully processed on your side. And thank you very much for your cooperation throughout this whole complaint.

Dear all,

We would like to inform you that the refund has been sent and the player has already received it.

Best regards,

Kaasino casino team

Dear Amylouh,

According to the casino, the refund was fully processed on their side.

Please let us know whether this information is correct.

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

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

Dear Amylouh,

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