CLOSED: [Due to the casino’s unresponsiveness]: KikoBet Casino - Konto Problem

Hello LCB Complaints Team,

I am requesting assistance with a responsible-gambling and refund dispute concerning KikoBet. On 6 December 2023 I explicitly informed KikoBet that I suffered from gambling addiction and requested: “Ban forever gambling addiction in whole casino Group.” KikoBet closed my account XXX On 17 December 2023

I also sent another explicit permanent group-wide gambling-addiction exclusion request to several casinos, including PlayOnWin. PlayOnWin is currently operated by Media Entertainment N.V., the same current operator identified for KikoBet.

I am not claiming that this alone proves identical RG systems existed in 2023, but I ask that the operator explain what cross-brand and group responsible-gambling controls existed at that time. Despite the permanent addiction-based exclusion, KikoBet continued account-specific promotional activity. On 25 December 2023, only 19 days later, it credited a EUR 9 loyalty bonus and offered a further deposit bonus.

By December 2025 the same KikoBet player relationship was active again and KikoBet was processing deposits, withdrawals and KYC/payment verification. I openly disclose that on 29 January 2026 I myself asked KikoBet to reopen my account. This is central to my complaint: why could an account previously permanently excluded because of gambling addiction be reactivated simply because the affected player later requested access again?

There is also a serious unresolved transaction-history issue. On 31 January 2026 KikoBet told me that all transactions were available in my account. However, the transaction history displayed “No data is available.” I followed KikoBet’s troubleshooting instructions, including different date ranges, filters, cache/cookie clearing and another device. The historical records remained unavailable. On 24 March 2026 KikoBet expressly stated that there were “so many transactions” between July 2025 and 24 March 2026.

Despite this acknowledgement, the complete historical ledger remained unavailable to me. I am not alleging as an established fact that KikoBet deliberately deleted or manipulated transactions. The established issue is that KikoBet acknowledged extensive transaction records while the customer-facing history displayed none and KikoBet did not provide the complete ledger directly.

On 5 July 2026 KikoBet again credited a EUR 5 loyalty bonus and offered a new 100% deposit promotion. On 13 July 2026 I submitted a formal responsible-gambling/refund complaint. KikoBet then closed the same account XXX again but did not explain the intervening account-status events, the previous reactivation, or provide the complete transaction ledger needed to calculate the post-exclusion net losses.

I therefore request: reimbursement of all net deposits accepted after the permanent gambling-addiction exclusion, less withdrawals actually received; disclosure of the complete deposit, withdrawal and gambling ledger; disclosure of the account-status history showing every closure, reopening, reactivation or override; and clarification of the responsible-gambling and cross-brand controls applied to my account.

I can provide the original exclusion emails, closure confirmations, bonus communications, payment/KYC evidence and KikoBet’s own statements acknowledging the existence of extensive transactions. I authorize LCB to contact KikoBet and discuss the relevant account, transaction and responsible-gambling information for the purpose of mediating this complaint.

Disputed amount: 1000€

Casino: KikoBet Casino

Case #: 4584

Hello Jo s, 

Thank you for submitting such a detailed complaint and for clearly outlining the chronology of your concerns.

We understand that the main issue you are asking us to investigate is not simply the current account closure, but what happened after you initially informed KikoBet in December 2023 that you had a gambling addiction and requested a permanent group-wide exclusion.

Before we approach the casino, we would like to clarify a few points so that we can present the case accurately and avoid making assumptions:

• You mentioned that KikoBet subsequently credited a €9 loyalty bonus on 25 December 2023. Was the account actually accessible and playable at that point, or did you simply receive promotional communication/credit while the account remained closed?
• You state that the account was active again by December 2025. Do you know the exact date when the account was reopened or reactivated?
• Regarding your December 2023 request for group-wide exclusion, do you have evidence showing which brands/operators were included in that request and how KikoBet responded to it?
• You mentioned that KikoBet acknowledged there were “so many transactions” between July 2025 and March 2026. Do you have the communication containing this statement?
• Please provide any available evidence showing the transaction history displaying “No data is available,” as well as KikoBet's responses to your requests for the complete transaction history.

The distinction between the original self-exclusion, the subsequent account reactivation at your own request, and the operator's responsible-gambling obligations at each stage will be important when reviewing the case.

Once we have the above information and supporting evidence, we can assess the complaint more thoroughly and provide further assistance. 

Hello LCB Complaints Team,

Thank you. Please find my answers and supporting evidence below:

1. EUR 9 bonus – 25 December 2023
I can prove that KikoBet credited a EUR 9 loyalty bonus and offered a 50% deposit bonus up to EUR 500. I cannot prove that I actually logged in or gambled on that specific date, so I do not want to claim that the account was definitely playable then.

Evidence: KikoBet bonus email dated 25 December 2023.

2. Exact date of reactivation/reopening
I do not know the exact first reactivation date because KikoBet has not provided the account-status history.

What I can prove is:

• account 4002460022 was closed on 6 December 2023 following my gambling-addiction request;
• by 25–26 December 2025, deposits/payment verification, withdrawal activity and KYC were taking place;
• on 29 January 2026, I personally asked KikoBet to reopen the account;
• KikoBet then replied: “Account is re-opened per request.”

Therefore, financial activity was already documented before the January 2026 reopening request, but I cannot explain the intervening account-status events without KikoBet's logs..

3. Group-wide exclusion evidence
On 6 December 2023, I wrote directly to support@kikobet.com:

“Ban forever gambling addiction in whole casino Group.”

KikoBet responded by closing account 4002460022. KikoBet did not expressly confirm that every sister casino had been excluded.

Separately, on 17 December 2023, I sent another permanent gambling-addiction/group-wide exclusion request to several casinos, including PlayOnWin.

Evidence: 6 December KikoBet exclusion email + closure confirmation + 17 December group-wide exclusion email.

4. “So many transactions” statement
Yes. On 24 March 2026, KikoBet wrote:

“In der Zeitperiode von 07.25 bis 24.03.26 gibt es so viele Transaktionen.”

I have the original communication.

5. “No data is available” evidence
Yes. On 31 January 2026, KikoBet told me:

“Alle Ihre Transaktion sind auf Ihrem Konto verfügbar.”

At the same time, the transaction history showed “No data is available / Es sind keine Daten verfügbar.”

I then followed KikoBet's instructions regarding filters, date ranges, cache/cookies and another device, but the historical records remained unavailable. KikoBet later acknowledged that many transactions existed but still did not provide the complete ledger.

I am attaching the relevant emails/screenshots for each of the above points. I can also give you the original eml files if you need them. 

Thank you a lot 

Best regards,

  Page 1: On 6 December 2023, I directly asked KikoBet to ban me forever because of gambling addiction and expressly requested a group-wide exclusion.

  Page 2: KikoBet confirmed less than an hour later that my account had been closed following my request.

  Page 3: Only 19 days later, KikoBet credited a EUR 9 loyalty bonus and offered a further 50% deposit bonus.

  Page 4: KikoBet continued sending deposit-bonus offers after the 2023 gambling-addiction exclusion, including a 100% bonus offer in December 2024.

  Page 5: On 17 December 2023, PlayOnWin confirmed closure after my separate request for permanent exclusion from every casino owned by the relevant brand/licence because of gambling addiction.

  Page 6: On 31 January 2026, KikoBet support stated that all transactions were available in my account while I simultaneously reported that the account displayed no transaction data.

  Page 7: On 24 March 2026, KikoBet expressly acknowledged that there were “so many transactions” between July 2025 and 24 March 2026 and instructed me to try different filters and monthly periods.

Hello Jo s, 

Thank you for providing us with the additional information. 

Please note that we have reached out to the casino in order to get more information related to your case, and we will get back to you via this thread as soon as we have an update. 

In the meantime, we appreciate your patience. 

Hello Jo s, 

We have received a reply from the casino representative stating the following: 

We have tried to solve the issue but given the fact that we do not have access to the player game interface, the IT Department couldn't reproduce and solve the troubleshooting.

Related to the transaction history, the player was informed to reach us in case any help needed.

Also, we would like to inform you that PlayOnWin is not our brand. We are now managing 7 brands: OptimBet, KikoBet, TornadoBet, ReloadBet, LSbet, Mundoapostas, SlottoJAM.

As for self-exclusion, we did not get any email from this player. In case the email was sent to a group of operators/brands, we do not consider such type of emails.

Thank you for understanding.

Thank you for forwarding the casino representative's response.

Unfortunately, the response does not resolve the complaint.

Most importantly, my refund claim remains completely unanswered from Kikobet.

My position is that KikoBet accepted gambling activity and deposits after an explicit permanent gambling-addiction exclusion that was sent directly to KikoBet and followed by confirmation that my account had been closed.

I am therefore requesting the reimbursement of all net deposits accepted after my permanent gambling-addiction exclusion.

The exact amount cannot yet be finally quantified because KikoBet continues to withhold the complete transaction history. KikoBet should not be permitted to rely on the absence of a final euro amount when it is KikoBet itself that has failed to provide the ledger necessary to calculate it.

This refund request is the central unresolved issue in my complaint.

1. The self-exclusion email was sent directly to KikoBet

The representative states:

“As for self-exclusion, we did not get any email from this player. In case the email was sent to a group of operators/brands, we do not consider such type of emails.”

This is contradicted by my original email records.

On 6 December 2023 at 17:06 CET, I sent the following request directly to support@kikobet.com:

“Ban forever gambling addiction in whole casino Group.”

This was not an email addressed to several casinos or operators.

The direct recipient was:

support@kikobet.com

The words “whole casino Group” described the requested scope of the exclusion, not the recipients of the email.

Shortly afterwards, KikoBet sent me an “Account Closure - KikoBet.com” notification concerning account 4002460022.

KikoBet subsequently confirmed again that the account had been closed at my request.

I can provide the original .eml records showing the recipient, timestamp and the subsequent KikoBet closure communications.

I therefore ask the representative to explain how KikoBet can now state that it did not receive an email from me when the evidence shows both the direct email and KikoBet's subsequent closure of my account.

3. The statement concerning PlayOnWin requires clarification

The representative states:

“PlayOnWin is not our brand. We are now managing 7 brands: OptimBet, KikoBet, TornadoBet, ReloadBet, LSbet, Mundoapostas, SlottoJAM.”

I note the representative's express confirmation that those seven brands are currently managed together.

However, the statement concerning PlayOnWin appears inconsistent with the official Curaçao Gaming Authority records.

The current CGA records identify both KikoBet and PlayOnWin under:

Media Entertainment N.V.
Company No. 108625
Licence OGL/2024/1110/0512

PlayOnWin's own website also identifies Media Entertainment N.V. as its operator.

I therefore ask the casino representative to clarify precisely what is meant by “PlayOnWin is not our brand”.

If PlayOnWin is merely managed by another internal team, that is materially different from saying that it is unrelated to KikoBet's legal operator.

4. The transaction-history problem remains completely unresolved

The representative states that the IT department could not reproduce the problem because it does not have access to the player interface, and that I should contact KikoBet if assistance with the transaction history is required.

But I have already done exactly that repeatedly.

On 31 January 2026, KikoBet support stated that all my transactions were available in my account.

At the same time, the account displayed:

“No data is available.”

I supplied a screenshot.

KikoBet subsequently instructed me to clear cache and cookies, use incognito mode, try another device and change transaction filters and date ranges.

I followed those instructions.

The transaction history remained unavailable.

I repeatedly asked KikoBet to send the transaction history directly instead of referring me back to a non-functioning interface.

On 24 March 2026, KikoBet itself acknowledged that there were many transactions between July 2025 and 24 March 2026.

Despite this, KikoBet has still not provided a complete transaction statement, CSV, XLSX, PDF or equivalent ledger.

The statement that IT cannot reproduce the frontend issue therefore does not resolve the problem.

KikoBet does not need to repair the player interface in order to export and provide transaction records that it has already acknowledged exist in its backend systems.

More importantly, withholding those records prevents the exact calculation of my refund claim.

KikoBet cannot simultaneously:

• acknowledge that extensive transactions exist;

• fail to make them visible in the account;

• refuse to provide them directly;

• and then leave my refund claim unresolved because the exact net loss has not yet been calculated.

I therefore request the following concrete resolution:

1. REFUND: Reimburse all net deposits accepted by KikoBet 

2. TRANSACTION LEDGER: Provide the complete transaction history necessary to calculate and verify the exact refund amount, including all deposits, withdrawals, cancelled/rejected withdrawals, bonuses, refunds, payment methods, transaction IDs and dates.

3. SELF-EXCLUSION: Explain the statement that no self-exclusion email was received despite the direct email to support@kikobet.com and KikoBet's subsequent closure of account 4002460022.

5. PLAYONWIN: Clarify the relationship with PlayOnWin given the official CGA records showing the same Media Entertainment N.V. legal entity and licence.

I respectfully ask LCB to keep this complaint open.

The casino's latest response has not resolved the refund claim, has not provided the missing transaction records and has not explained the direct contradiction concerning my gambling-addiction exclusion.

Thanks for your help

Hello Jo s, 

Can you please provide us with the screenshots of the email you've sent with timestamps and any additional documentation relevant to the case so we can forward it to the casino representative on your behalf? Feel free to send it to us via private message. 

Looking forward to hearing back from you! 

Thank you. I have sent the requested screenshots and supporting documentation via private message. The message includes the original direct self-exclusion email to KikoBet with timestamp and recipient, KikoBet's subsequent account-closure confirmation.

To this message in the previous post statet by kikobet:

"Related to the transaction history, the player was informed to reach us in case any help needed"

I did reach them, they didnt send my my transactions, they didnt reply to any later E-Mail from me.

Thank you very much 

Hello Jo s, 

Thank you for sharing the additional details with us. 

We will revert to the casino and get back to you as soon as we have more information. 

Thank you for your patience. 

Hello Jo s, 

We are still awaiting an update from the casino representative and have sent a follow-up request.

We kindly ask that you keep an eye on this thread and inform us if you hear anything from the casino before we do.

Thank you for your patience and cooperation.

Thank you very much. I didnt hear anything from the Casino

Best regards

Hello Jo s, 

We have sent another follow-up to the casino representative, since we haven't received a reply.

In the meantime, can you please let us know if you have any updates on your side to share with us? 

Looking forward to hearing back from you!

Hello,

thank you. No I didnt hear anything. 

Hello Jo s, 

We have sent a final follow-up to the casino representative, since we haven't received a reply.

We kindly ask that you keep an eye on this thread and inform us if you hear anything from the casino in the meantime.

Thank you for your patience and cooperation.

Yes thank you. I didnt hear anything. First replying and than not anymore when theres evidence sounds exactly whats the casino group is doing. 

Hello Jo s, 

Unfortunately, we must mark the complaint #4584 as CLOSED due to the casino's unresponsiveness. Despite multiple follow-up attempts, we have not received any clarification regarding your case.

We are truly sorry that this is how the case has turned out. Without a response from the casino, we have no way to investigate the matter further or continue assisting you.

If we receive any response or update from the casino in the future, please rest assured that we will reopen the case immediately.