Kaasino Casino— player complaints: 6 in English

Player's account is reopened after self-exclusion. [Account] — waiting

Player is requesting a refund due to a sister casino self-exclusion. [Self-exclusion] — unresolved

Player's account is closed but deposits are allowed. [Deposit] — waiting

The player from the United Kingdom closed her account on 09/05/2026, but continued to make deposits despite the closure. She contacted the casino for a refund of these deposits, which they refused due to the account status. We reviewed the correspondence and the casino later acknowledged responsibility, permanently closed the account, and agreed a refund with her. The refund was then sent and received, and the complaint was resolved in her favor.

The player from the Netherlands reported that his balance had been unjustly reduced from 1200 to 800 euros after making a 5 euro bet, despite having completed the wagering requirements. He claimed that the casino had adjusted his balance, not the game provider, and requested the return of the 325 euros taken from him. The casino had categorized the returned funds as a loyalty bonus, but he argued that they should have been credited as real money. We had requested multiple times for the player to provide supporting evidence such as game history, bonus details, and self-exclusion requests to properly assess the case. Due to the player's refusal to cooperate and failure to provide the necessary documentation, we were unable to verify the claim or determine whether the casino had breached any terms. Consequently, the complaint was closed.

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He later reported that the casino could not send the winnings to the bank account used for his deposit and advised him to open a new bank account. After the recommended waiting period had passed, the complaint was updated and the issue was marked as resolved by the player, so we closed the case as resolved.