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I won at live blackjack 5 times with different amounts, and the money wasn't credited. These are different amounts, and I have sent photos for everything. It's been 3 days, and I haven't received a response. It's over 900. Please help me.

Κερδισα στο live black jack 5 φορες διαφορα ποσα και δε πιστωθηκαν τα χρηματα..Ειναι διαφορετικα ποσα και εχω στειλει φωτογραφιες για ολα,εχουν περασει 3 μερες και απαντηση δεν εχω παρει..ειναι πανω απο 900 παρακαλω βοηθηστε με..

Dear Zaxeas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

• Do I understand correctly that you only experienced this with one specific game? 
• Do you happen to have a video recording or screenshots showing this incident?
• Could you please advise if all these bets and their results have been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

No, I experienced it at different tables..I have screenshots that I have already sent to the service and all bets and results are recorded in the game history.

Οχι το βιωσα σε διαφορετικα τραπεζια..εχω στιγμιοτυπα οθονης τα οποια εχω στειλει ηδη στην εξυπηρέτηση και ολα τα στοιχηματα κ τα αποτελεσματα εχουν καταγραφει στο ιστορικο των παιχνιδιων

Thank you very much for your reply, Zaxeas. Could you please forward me all the screenshots, your game history, and any other supporting evidence?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I don't have any communication between me and the casino because every time I talk to them the conversation history is lost..but no matter how many times I've talked to them they tell me the same thing that they have forwarded my request..as for the photos, I'll send them in order in a bit.

Την επικοινωνια μεταξυ εμενα κ του καζινου δεν την εχω γιατι καθε φορα που μιλαω μαζι τους μετα χανεται το ιστορικο ομιλιας..αλλα οσες φορες και αν εχω μιλησει μαζι τους μου λενε το ιδιο πραγμα οτι εχουν προωθησει το αιτημα μου.. για τις φωτογραφιες θα τις στειλω με τη σειρα σε λιγο

The ones I have noted won and the money was never credited... in between they stopped answering my emails...

αυτα που εχω σημειωσει κερδισαν και τα χρηματα δε πιστωθηκαν ποτέ..εντωμεταξυ Σταματησαν να μου απαντανε και στα email …

Thank you very much, Zaxeas, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Zaxeas,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite KinBet Casino to join the conversation.

Dear KinBet Casino,  

We kindly request clarification regarding the absence of credited winnings to the player from the blackjack rounds. The game history clearly indicates that these rounds resulted in wins. We appreciate your attention to this matter and look forward to your response.

Do you think the casino will respond? Since it's fake and it's making fun of the world...Isn't there anyone to shut down this company that's stealing from the world?

Πιστευετε οτι θα απαντησει το καζινο;Αφου ειναι ψευτικο και κοροιδευει το κοσμο..Δεν υπαρχει καποιος να κλεισει αυτη την εταιρεια που κλεβει το κοσμο;

Dear Zaxeas,  

I completely understand your desire for a quick reply from the casino team. However, it's important to note that they may need a bit more time to respond. I'm hopeful that they will get back to us soon.

Dear Zaxeas and Casino Guru Team,

We appreciate your patience and want to assure you that we are actively working on resolving your issue.

We have forwarded all necessary details to the game provider and received confirmation that your winnings have been successfully unlocked. However, since the issue was not resolved after clearing the cache and logging in again, we have initiated an additional review. We have already requested the provider to expedite the process and will update you as soon as we receive further information.

We apologize for the delay and are doing everything possible to resolve this as soon as possible.

Best Regards,

KinBet Casino Team

Today the same incident happened again, I played €100 in the live casino, won €250 and the money was not credited.. Again, I will wait 2 weeks without any response.

Σημερα παλι εγινε το ιδιο περιστατικο επαιξα 100€ στο live καζινο κερδισα 250€ και τα χρηματα δε πιστωθηκαν..Παλι δηλαδη θα περιμενω 2 βδομαδες χωρις να υπαρχει ανταποκριση

Dear Zaxeas,  

I recommend that you refrain from participating in the same game of blackjack and gameplay that has been causing you difficulties. It would be prudent to wait until the game provider and the casino team resolve the situation. I recognise your expectation for a timely resolution, but there are often multiple factors that can delay this process. Your patience is appreciated, and I remain optimistic that the issue will be addressed soon, allowing you to receive your winnings.

Dear Zaxeas and Casino Guru Team,

Thank you for your patience. We would like to inform you that the disputed winnings have been successfully credited to your account and thereafter your account has been closed as per your request.

If you have any further questions or concerns regarding any unresolved bets or issues, please feel free to contact us. Our team is here to assist you and ensure everything is handled smoothly.

We appreciate your understanding, and should you need any support in the future, we are always available to help.

Best regards,

KinBet Casino Team

These are lies, no one informed me that my winnings were credited..they closed my account and now they don't answer me in the chat, they close the conversation..No winnings were credited, they stole my money, but you are the ones and people should learn to avoid you..

Είναι ψέμματα κανείς δε με ενημέρωσε ότι πιστώθηκαν τα κέρδη μου..μου έκλεισαν το λογαριασμό και τώρα στο τσατ δε μου απαντάνε μου κλείνουνε τη συνομιλία..Κανένα κέρδος δε πιστώθηκε μου κλέψανε τα χρήματα μου αλλ´α αυτοί είστε και πρέπει ο κόσμος να το μάθει να σας αποφεύγει..

Dear KinBet Casino Team,

Can you please confirm when and how the winnings will be credited to the player? Do I understand correctly that the winnings will be paid to the player directly to their bank account?

While the player account can be closed, it is essential that any financial obligations are fulfilled. I'm looking forward to your clarification.

Dear Zaxeas and Casino Guru Team,

Thank you for your patience. At this moment, as your account has been closed per your request, we confirm that the returned winnings remain on your balance.

We have forwarded the necessary details to our finance department to process the refund of your winnings back to the payment method used for your deposits. Should any additional banking details be required, we will reach out to you accordingly.

If you have any further questions or concerns, please do not hesitate to contact us.

Best regards,

KinBet Casino Team

I spoke to the chat and they are not giving me an answer about my winnings nor is there any deposit in my bank account..they are trying to keep my money now that they have closed my account..I am waiting..

Μιλησα με το τσατ δε μου δινουν απαντηση για τα κερδη μου ουτε υπαρχει καποια καταθεση στο τραπεζικο λογαριασμο μου..προσπαθουν να μου κρατησουν τα χρηματα τωρα που εκλεισαν το λογαριασμό μου..περιμενω..

Dear KinBet Casino Team,

Can you please confirm when the winnings will be disbursed to the player's bank account?

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.

Nothing has happened yet..The casino is not going to respond because it will not give me the money it stole..They are scammers and everyone should know this and stay away..

Ακόμα δεν έχει γίνει τίποτα..Δε πρόκειται να απαντήσει το καζίνο γιατί δε θα δώσει τα λεφτά που μου έκλεψε..Είναι scammers και πρέπει όλοι να το ξέρουν και να μείνουν μακρυά..

Dear Zaxeas and Casino Guru Team,

Thank you for your patience and cooperation while we continue investigating your issue. We truly appreciate the additional information you have provided, as it has been extremely helpful in our review process.

So far, we have identified discrepancies in the following bets: 76129955597, 76888227217, 83559105221, 84089391793. The funds for these bets in the amount of 230 EUR have already been returned to your game account.

All other bets are still under review, and we kindly ask for your understanding and patience as we work to resolve this matter.

In the meantime, we are happy to process the winnings we have verified so far. To proceed, we kindly request you to provide us with the following details:

- Full Name (including middle names)

- E-mail Address

- IBAN or Bank Account Number

- BIC

- Bank Name & Location (City)

- Country

Please contact us directly at support@kinbet.com with the required details. We have already requested this information via email, but due to possible limitations on your email service, it appears that our messages may not be reaching you.

We appreciate your cooperation and will keep you updated on any further developments.

Best regards,

KinBet Casino Team.

I have sent my details as you told me..The thing is that you don't answer me in the chat..you act like you don't know anything..here you answer normally..I have sent everything to that you asked me and I'm waiting for the money..I'll update here with any updates..

Έχω στείλει τα στοιχεία μου όπως μου είπατε..Το θέμα είναι πως στο τσατ δε μου απαντάτε..κάνετε πως δε ξέρετε τίποτα..εδώ απαντάτε κανονικά..Τέλοσπαντων έχω στείλει στο support@kinbet.com ότι μου ζητήσατε και περιμένω τα χρήματα..ότι νεότερο θα ενημερώσω εδώ..

I logged into my account and in order to withdraw the 230 I have to use it on a bet, meaning my own money won't be returned to me if I don't play it first..unbelievable..

μπηκα στο λογαριασμο μου και για να μπορεσω να κανω αναληψη τα 230 πρεπει να τα χρησιμοποιήσω σε καποιο στοιχημα δηλαδη τα δικα μου λεφτα δε μου τα επιστρεφουν αν δε τα παιξω πρωτα..απιστευτο..

Dear Zaxeas and Casino Guru Team,

Thank you for your patience, we appreciate the opportunity to clarify the current status.

The player's account was reopened upon request, and the credited funds have already been used for gameplay. This means that a refund of the used funds is not possible. We completely understand that this may not be the outcome the player was hoping for, and we sincerely regret any frustration this may have caused. However, we would like to confirm that the player's account has now been closed again at their request.

That being said, we want to assure you that we are still actively reviewing the remaining bets in question. As soon as we receive any updates, we will make sure to inform you immediately. We also appreciate the player providing their banking details — if any uncredited winnings are found, we will be able to process the payment without delays.

Best regards,

KinBet Casino Team

I'm tired of this topic, people are scammers..it's almost 2 months and we're still looking for a solution..Since money is credited, I can't withdraw it unless I bet it..this is unrealistic..they're thieves..I want the topic to be closed here. I don't care what happens to the money, I'm not going to take it one way or another..the world sees that they're thieves..the worst I've seen

Εχω κουραστει με το θεμα αυτο οι ανθρωποι ειναι απατεωνες..κοντευουν 2 μηνες και ακομα ψαχνουμε να βρουμε μια λυση..Οτι χρηματα πιστωνονται δε μπορω να τα κανω αναληψη αν δε τα πονταρω..αυτο ειναι εκτος πραγματικοτητας..ειναι κλεφτες..θελω να κλεισει το θεμα εδω δε με νοιαζει τι θα γινει λεφτα δε προκειται να παρω ουτως η αλλως..ο κοσμος βλεπει οτι ειναι κλεφτες..οτι χειροτερο εχω δει

Dear Zaxeas,

I fully understand your dissatisfaction with the whole situation. I can agree with you that the casino team could have handled the situation much better, and if they had addressed your withdrawal request more effectively and quicker, you would most likely not have lost the funds by further playing, but since you decided to do so, there is sadly not really much that can be done with it anymore. I completely understand that from a user experience point of view, the whole situation was far from ideal, and you are entirely justified in feeling this way, but since the funds were lost before the issue could be fully resolved, we found ourselves in a position where we cannot pursue your complaint anymore. The player's patience in such situations is crucial. There could be situations where the resolution is taking a longer time, but once the funds are lost by the player, there is basically nothing further that can be done from our side. I hope you can understand our limited ability to help in such situations.

Because of the above-mentioned, I will now proceed to close the case. You can still submit a complaint to the casino licensing authority if you feel the casino team have not adhered to their rules; please let me know once you do so at michal.k@casino.guru.

We regret that we are unable to assist you further in this situation. Should you encounter any issues with this or any other casino in the future, feel free to reach out to us. We will try our best to help.

Best regards,

Michal

Casino Guru