Kineko Casino - 複数アカウントの疑いにより、プレイヤーの賞金は没収されました。

Was referred by a friend on January 16th to Kineko Casino and Sportsbook and deposited by eth same day to begin playing. Played heavily for 3-4 days until I began to wait on my withdrawals.

My very first withdrawal request (1.5 eth / 3803.03 USD) worked just fine. My subsequent withdrawals totaling 15,212.1 USD at the time (eth value) were not paid out. I sent a message to live chat to ask when they might be sent and in the morning via email I was told:

"Hi

Just had this message back from the management team regarding your account

An investigation by the management team has confirmed you have multiple accounts

This is strictly against our T&C

As a result your withdrawal has been cancelled and your account has been blocked

As you have already withdrawn more than your deposits the account has been nullified and has a zero balance

There will be no further communication on this matter which is now closed"

I promptly replied letting them know I do not have multiple accounts, I was referred by someone who lives in my complex but we do not live in the same unit but we do share a common free wifi in the lobby / common areas of the apartment complex. I was never asked for any ID to verify who I was or anything like that.

The only reply I have got in response to this was:

"I can only repeat the above message as I have no access

I am on support, it is the management team who have done the investigation and having reached a conclusion they now have closed the matter and will not comment further"

There is only one agent who runs the entire live chat support. He is not able to give me the contact information to anyone else in this management team to ask what has happened or to try to explain the situation or anything like that. My remaining funds of 5760.04 USD that was as balance in the account at the time was also zeroed out.

A total of 20972.14 USD between cancelled withdrawals and zeroed out balance and I can't even get a proper explanation or speak to anyone regarding the matter. Looking for any assistance in this matter possible.

Dear ccclaimer,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Kineko Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that up to this day, you have not submitted any identity documents to the casino for verification?

Have you and your friend played any same games together? Or did you make bets on the same sporting events?

Have you and your friend activated any types of bonuses?

Have you and your friend both played in the casino at the same time and/or used the same device?

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

Best regards

Veronika

Thanks so much for taking on the case and offering to help out!

Quick note for whatever reason when submitted my Kineko Casino email address was marked as cc***@gmail.com when it is really cl***@gmail.com must have been a weird keyboard typo.

To answer your questions:

Do I understand correctly that up to this day, you have not submitted any identity documents to the casino for verification?

• This is correct which is why I was so confused as to how they thought I had more than one account.

Have you and your friend played any same games together? Or did you make bets on the same sporting events?

• I never played any Casino games as it was out of my jurisdiction. We never wagered on any of the same sporting events that I am aware of.

Have you and your friend activated any types of bonuses?

• Neither of us claimed any bonuses, my friend Bethany's account was never even shut down but she refuses to use it any further after this happened.

Have you and your friend both played in the casino at the same time and/or used the same device?

• Neither of us played in the casino ever as I mentioned before. We do have a shared library / computer room in our apartment commons where she originally showed me the website. We also have wifi that runs throughout our common areas and lobby which we may have shared at one point or another along with 450+ other people in the complex.

Happy to share any other information!

Thank you again

Do I understand correctly that you participated only in Sports Betting?

Yes that is correct. Only used for sports betting hopefully this is still the right spot for a complaint for a sportsbook side of things vs casino?

Thanks again

Thank you for the update.

As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika