KinBet Casino - Dobici igrača se odlažu, a samoisključenje naloga se ignoriše.

On August 12, 2026, at 2:23:11 AM, I placed a bet with a stake of €2. The winnings were €200.40, but this was not credited to my balance. I then wrote about this in the chat.

And then the whole fiasco began. They asked for a Bet ID – is that the betting ID? No, they said, I have to check my personal history. Well, I didn't come at that time that day because at 7:30 PM, when I clicked "show more," it was back at 7:31 PM, and then it kept happening. I'll send a video showing this.

And now I'm just being ignored everywhere.

I just blew my entire 986.45 account in a fit of rage. So I'm definitely having a bit of a gaming problem.

Therefore, I also prayed for self-exclusion. The Kinbet website states that this will be done within 24 hours. However, I received no response to this email either, neither from support nor VIP, and I have no authorization in the chat, etc. What I also noticed is that the winnings timestamps don't match up.

I simply want my winnings of a ridiculous 200.40 and the self-exclusion.

Thank you

Habe am 12.08.2026 um 02:23:11 Uhr eine Wette mit 2.- Einsatz getätigt der Gewinn war 200.40.- dieser wurde aber nicht auf mein Saldo gekommen. Daraufhin ich im Chat geschrieben habe.

Und dann ging das ganze Fiasko los. Sie möchten eine Bet ID ist das die Wett ID? nein sagen Sie das muss ich in meinem persönlichen Verlauf nachschauen. Gut an diesem Tag komm ich nicht zu dieser Zeit, weil b ei 19.30 und ich dann mehr anzeigen klicke es wieder bei 19.31 ist und dann immer wieder so. Schicke ein Video wo man das sieht.

Und jetzt werde ich von überall nur noch ignoriert.

Habe auch in rage grad die 986.45 direkt verspielt. Also habe schon ein kleines Spielproblem.

Deshalb betete ich dazu auch noch für einen Selbstausschluss. Wo auf der Kinbetseite steht in 24H wird das gemacht. Aber auch auf dieses Mail wieder keine Antwort weder support noch VIP und im Chat hat man keine Befugnis etc. Was mir auch aufgefallen ist, die Zeiten stimmen bei den Gewinnen nicht überein.

Ich möchte einfach nur mein Gewinn von lächerlichen 200.40 und den Selbstausschuss.

Vielen Dank

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Hello,

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

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

• Is your player's account accessible to you?
• Have you asked the casino for a complete game history from the affected period? Have you received any detailed records about your gameplay?
• Was there active bonus during the affected period to your knowledge?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello

• Yes, I have access.
• I have to choose the number myself; for security reasons, I cannot open any files.
• No, there was no bonus active.
• I'll gladly send it to you.

many thanks

Hallo

• ja habe zugriff
• ich müsse die Nummer selber aussuchen, aus sicherheitsgründen könne Sie keine Dateien öffnen.
• nein es war kein Bonus aktiv
• schicke ich ihnen gerne.

viele Dank

Dear luonghoefli,

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, Michal (michal.k@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,

Tomas

Hello luonghoefli,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

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

Dear KinBet Casino,

We would kindly ask for your clarification regarding why the player's winnings of 200.40 CHF have not been credited to their account at that time.

Additionally, we would appreciate your detailed explanation of the overall situation, including the self-exclusion requests submitted by the player and how they were handled by your team. This information would be very helpful in our assessment of the matter.

Should any information not be suitable for public disclosure, please feel free to forward it directly to me at michal.k@casino.guru.

We look forward to your response.

Dear luonghoefli,

We regret to learn about your situation.  

We are writing to inform you that we are currently investigating this matter. Please be assured that we will make every effort to assist you with your request as expediently as possible. We will provide a further update as soon as we have more information.

Thank you for your patience and understanding while we work through this.

Kind regards,

KinBet Casino team.

Dear luonghoefli,

We are pleased to inform you that we have credited the missing winnings of 200.40 CHF to your account which is available in your balance.

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

KinBet Casino team.

Dear KinBet Casino Team,

Thank you for your response. I am pleased that the discrepancy concerning the missing winnings of CHF 200.40 has been clarified and that the amount has been credited to the player.

While the financial issue has been resolved, the player’s self-exclusion request, submitted by email on August 12, remains outstanding. Could you please clarify why this request has not yet been processed?

Given the nature of the request, please close the player’s account as soon as possible and confirm once this has been completed.

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 Michal,

Please be advised that we received the player's account closure request on August 13, 2026. Our records show that no such email was received from the player on August 12, 2026.

For your reference, please review the attached screenshot of our system search. Additionally, the email received on August 13, 2026, closely matches the screenshot provided on the Casino Guru thread.

Therefore, we believe we should only be liable to refund all the deposits after August 14, 2026. = 693 CHF. 

All the required evidence has been sent to you via email sent recently.

Kind regards,

KinBet Casino team.

Dear KinBet Casino Team,

Thank you for your response and for the additional information and evidence provided via email.

Although the player's email was received by you at a later stage, you still took the appropriate action by blocking and closing the player's account within an acceptable timeframe.

Consequently, I consider your offer to refund all deposits made after August 14, 2026, totaling CHF 693, to be entirely reasonable.

Please let us know how and when the refund will be processed from your side.

Dear all,

I have received this email from the player:

Hi Michael

Herzlichen Dank für dein super Engagment. Heute habe ich die Zahlung erhalten und man kann den Fall abschliessen.

5 Sterne für Casinoguru und dich.

Lg

Thanh

Since the player received the funds I consider this case resolved. I will now mark it as "resolved" in our system.

I would like to express gratitude to both parties for their cooperation.

If you encounter any issues with this or any other casino in the future, luonghoefl, please do not hesitate to reach out to our Complaint Resolution Centre.

We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru