KinBet Casino - プレイヤーのアカウントは理由なく閉鎖されました。

I’m filing this complaint against Kinbet4.com because they closed my account without providing a valid reason, withheld my withdrawal, and abruptly ended communication, which I believe is an attempt to steal my funds. Their absence from ***’ directory and their overall lack of transparency further suggest they may be operating in bad faith, potentially as an unlicensed casino. Below is a detailed timeline of events:

• On 4th of April, I created an account with Kinbet4.com and made a deposit. I played on the platform and requested a withdrawal on the 5th, the day after. I followed all terms of service, including being over the age limit, and this was my only account with the casino.

• The next day, on the 5th of April, I discovered that my account had been closed without any prior notice or explanation. I hadn’t even been given a chance to verify my identity, which they later claimed was part of their process.

• I contacted their support via live chat on April 5, 2025, at 18:51 to ask why my account was closed. The agent, Esmee, responded vaguely, stating it was "in accordance with casino policies" and an "administration decision," but refused to specify which policy I allegedly violated. I explained that I had done nothing wrong—I’m over the age limit, it’s my only account, and I followed all terms. I also mentioned that I had spoken to them the previous day about verifying my identity for the withdrawal, but now my account was closed without reason.

• During the same chat, I pressed for more details, but Esmee continued to be evasive. At 19:00 on April 5, 2025, I sent a message demanding a specific explanation, including the exact policy I allegedly violated, a reference number for my request, and the immediate processing of my withdrawal. I gave them a 48-hour deadline to resolve the issue (expiring at 19:00 on April 7, 2025), warning that I’d escalate to gambling watchdogs like *** and Casino Guru if they didn’t comply. Their response was to say they’d email me and were transferring my request to the "appropriate department," but at 19:03, they abruptly closed the chat without letting me reply, cutting off all communication. I’ve attached screenshots of the entire chat history, including their closure of the chat, as evidence.

• I attempted to file a complaint with ***, but they informed me that Kinbet4.com is not listed in their directory, so they couldn’t accept my complaint. This raises serious concerns about Kinbet4.com’s legitimacy, as reputable casinos typically seek visibility on platforms like *** to build trust. Their absence, combined with their behavior, suggests they may be deliberately avoiding oversight.

• As of today, April 5, 2025, I haven’t received any email from Kinbet4.com, despite their promise to follow up. My withdrawal remains unprocessed, and I’m unable to access my account or funds.

I believe Kinbet4.com’s actions are unfair and potentially fraudulent. Closing my account immediately after a withdrawal request, refusing to provide a specific reason, and cutting off communication suggest they’re trying to avoid paying out my winnings. This behavior mirrors a complaint I found on Casino Guru about a related casino, Kinbet Casino, where a user reported their account being closed after a 380-euro withdrawal with baseless excuses (e.g., claiming gambling addiction without evidence). Additionally, Kinbet Casino was reported to lack a license, and I suspect Kinbet4.com may also be unlicensed, further undermining their credibility.

Desired Resolution:I want the following:

1. A detailed explanation of the exact policy I allegedly violated, with proof of the violation.

2. Immediate processing of my withdrawal.

3. Return of any remaining balance in my account.

4. An apology for their lack of transparency and abrupt closure of the chat.

I’ve tried to resolve this directly with Kinbet4.com, but their refusal to engage, their vague responses, and their decision to close the chat without letting me respond forced me to escalate this matter. I’ve also attempted to seek mediation through ***, but their absence from the platform prevented me from filing there. I’ve attached screenshots of the chat history as evidence, and I’m prepared to provide additional documentation if needed (e.g., withdrawal request confirmation, emails). I hope Casino Guru can help me resolve this issue and hold Kinbet4.com accountable for their unfair practices. I’m also prepared to escalate further by reporting them to their licensing authority (if they have one) and pursuing legal action if necessary.

Dear ttabl10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Good afternoon,

I have never made a withdrawal, it was going to be the first, since I had created the account the day before

I did not do KYC, on the website when clicking on the "Verification" tab it said it was not necessary to do it, but after the withdrawal request, I sent a message to the chat and questioned it, the answer was that it would only be necessary to do verification when I was asked to do it.

I didn't activate any bonuses when I created my account

Only casino games, more precisely slots.

I will send you screenshots and screen recordings of the emails exchanged.

Thank you very much for your cooperation

Boa tarde,

Nunca fiz levantamento nenhum, ia ser o primeiro, visto que tinha criado a conta no dia anterior

Nao fiz a KYC, no website ao clicar na aba "Verificação" dizia não ser necessário fazer, mas após o pedido de levantamento, enviei mensagem para o chat e questionei, a resposta foi que só seria necessário fazer verificação quando me fosse pedido

Ao Criar conta não ativei bónus nenhum

Apenas jogos de casino, mais precisamente slots.

Irei enviar para dominika.l@casino.guru capturas de ecrã e gravações de ecrã com os emails trocados.

Muito obrigado pela colaboração

Dear ttabl10, did you use a VPN at any point while accessing the website?

Do you personally know anyone else who has an account with this casino, or who may have accessed the site using the same device, internet connection, or household?

Did the casino provide a concrete and specific reason for closing your account, or did they only cite general sections of their Terms and Conditions (as seen in the emails you’ve already shared)? If there was a specific accusation or explanation, please let us know exactly what was stated.

Good afternoon, only I have an account at this casino at home.

They only quoted their terms and did not specify the reason for closing the account (you can see it in the photos I sent you by email).

Boa tarde, apenas eu em casa tenho conta neste casino.

Apenas citaram os seu termos não especificando qual o motivo do encerramento da conta (consegue verificar nas fotos que lhe enviei por email)

Dear ttabl10, did you use a VPN at any point while accessing the website?

I don't remember 100% but it's possible, sometimes I have vpn active on my phone and I don't notice. I can't answer yes or no with 100% certainty.

Não me recordo a 100% mas é capaz, por vezes tenho vpn ativa no telefone e não reparo. Não consigo responder que sim ou que não com 100% de certeza.

Thank you very much, ttabl10, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, ttabl10!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!