KokoBet Casino - Запрос игрока на закрытие аккаунта был проигнорирован.

Subject: Account closure request due to gambling addiction ignored – refund requested

Hello Casino Guru,

I would like to ask for your assistance with a dispute concerning KokoBet.

I contacted KokoBet on 25 August 2026 by email and explicitly requested that my account be permanently closed due to gambling addiction.

I had already contacted them several times by email regarding the same matter. Despite this, my requests were not properly addressed.

I also requested a refund of my remaining/deposited funds, as I believe the casino failed to act appropriately after being informed of my gambling addiction and my request for permanent account closure.

I subsequently contacted KokoBet's live chat and explained the situation again. I provided a screenshot of my previous email requesting permanent closure because of gambling addiction.

The support agent repeatedly gave me generic answers such as that the matter would be forwarded to colleagues and handled as a priority. I was also told that refund requests are handled by email.

However, I had already sent the relevant emails more than a week earlier, and they had not been properly addressed. When I pointed this out, the support continued to provide essentially the same generic responses without giving me a concrete explanation, resolution, or timeframe.

I find this particularly concerning because KokoBet was clearly informed that I wanted my account permanently closed specifically because of gambling addiction.

I am therefore asking Casino Guru to investigate:

Whether KokoBet acted appropriately after being informed of my gambling addiction.

Why my repeated requests for permanent account closure were not promptly acted upon.

Whether the casino should refund the deposits/losses made after my gambling addiction and request for account closure had been communicated.

Why KokoBet continued to give generic assurances instead of actually resolving the matter.

I can provide screenshots of my emails and the complete live-chat conversation as evidence.

I would appreciate Casino Guru's assistance in resolving this dispute with KokoBet.

Kind regards

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email and, at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings KokoBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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,

Tomas

- The account is blocked.

- Self-exclusion requested on August 25th via chat and email

- August 31st: Account closure was not implemented and I was able to make deposits.

Has the casino already responded to your refund request? What was the casino's response?

- Yes. The refund should take 3-6 months.

- Das Konto ist gesperrt.

- Selbstausschluss am 25.08. per Chat und Email beantragt

- 31.08. Kontoschließung wurde nicht umgesetzt und ich konnte Einzahlen

Hat das Casino bereits auf Ihre Rückerstattungsanfrage geantwortet? Wie lautete die Antwort des Casinos?

- Ja. Die Erstattung soll 3-6 Monate dauern.

Thanks for your reply.

• Do I understand correctly that the casino agreed to process a refund for the amount you spent after the 25th?
• Would you be able to share the casino's response regarding your refund request?
• Send it to me as evidence. My email is [email protected]

Thanks in advance for your cooperation.

Dear Marco123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru