Ag Awards

Kahuna Casino - Does not follow responsible gaming

Complaint Info
Disputed casino Kahuna Casino
Reason Other
Posted on August 26, 2019

After spending thousands and thousands of dollars, I contacted live chat to permanently delete my account - as they do not have an option to do it yourself. After being asked the reason why (not necessary for them to ask - clearly if people want to cancel it permanently they have a reason, this is just a retention strategy). I informed them I had deposited thousands and ended up with no withdrawal- they responded saying 'it is all about luck' and offered me a free chip to continue to play. Surely this is not responsible service of gaming? I did not even say yes, they just added it to my account instead of closing it.

I then had to go back on live chat and ask someone else to permanently close it - for some reason it 'needed to get sent to another department' and cannot be actioned straight away - this is very dangerous for people who have gambling problems and can keep depositing in the meantime.

I resisted the urge to use the account and waited to receive confirmation it was permanently closed - instead I received yet another email offering me free chips to keep my account open and continue playing. I did not respond, but I ended up not being able to resist and have deposited and spent even more money - $3,500.

I understand people should have willpower to simply not log in and play, but I thought that was the whole reason you could request your account to be permanently closed? This casino is well aware I wanted the account closed, can see from my history how much I have spent and not won, and have not processed either of my two requests to permanently delete the account - in fact they continued to try to entice me to stay. My account still remains open and I am extremely unhappy - if it had of been cancelled as requested I would not have lost even more money. I do not think this casino follows responsible gaming laws and believe I should be refunded the amount spent since (twice) requesting my account be permanently closed.

I cannot see a way to attach documents but I have screenshots of all chat conversations requesting closures and the chats and emails sent offering bonuses etc to keep it open.

Posted on August 26, 2019

Dear @Grass17,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on August 26, 2019

Hello Grass17,

Thank you for your message,

We always try to identify the reason why someone wants to close their account. That's because we can often offer a solution to the problem that led them to wish the account to be closed. However, if the reason stated is that the player has gambling issue (or if they state it right away along with their original request) we close the account immediately and it cannot be reopened.

As most often than not the player asking for an account closure does so because of frustration for not having won (as seem to have been the case with your case), our team can offer a free chip to give players a shot at scoring a win without risk. These free chips are never added without the player accepting them however.

Note that as part of other promotions (such as our loyalty program or our monthly free bonus) the system can also credit free chips to your account automatically but that would not be tied to a closure request.

Players who state that they have a gambling problem are blocked immediately and permanently from playing on the website.

If you have a gambling issue, please contact customer service and specify this. Your account will be closed and cannot be reopened.

Or you can send me a private as well here and I can take care of it.


@Askgamblers team, there is no amount disputed or withdrawal request. The player is questioning our policies.

The Kahuna Casino team

Posted on August 26, 2019

If Kahuna casino reads my chat logs requesting cancellation, they will see I did not accept the chip, I asked questions about it and it was automatically added by the agent.

I should not have to private message requesting my account be closed as Kahuna has now been informed 3 times I want it permanently cancelled.

I am disputing $3800 spent at the casino after I was informed my account would be cancelled, and yet instead received another email offering me bonus chips to continue playing. This is not following responsible gaming.

Just to note for those reading, after I received an email saying my documents were verified, they did not process my withdrawal ‘immediately’ as they say they do below - it was still available to reverse withdrawal two days later (which I ended up doing).


Posted on August 27, 2019

Hello Grass17,

thank you for your message.

As the images you posted show, the agent indeed transferred your message and you received a personal email from our VIP Manager, David, to follow up on your request and offering you a bonus to make up for your bad luck in the casino.

The reason you stated to close the account was because of bad luck so we tried to improve your experience of our site by offering free bonuses, which is a standard practice in any casino. Had you indicated a gambling problem or concerns about your gambling, we would have closed it without offering bonuses.

It appears that you have not replied David's message, either to accept the bonus or to confirm the closure of the account, and that is why the account remained open until today.

Regarding refunding the deposits you have made since, this is unfortunately impossible as the decision to play remained yours.

Please note that I have been able to find your account and it is now closed however.

Best regards,

the Kahuna Casino team

Posted on August 27, 2019

I do not agree with Kahunas response.

The reason i stated to close the account was not ‘bad luck’ and I have never used the terms. The reasons I stated on both requests was that I had lost thousands and thousands of dollars.

Please keep in mind the screenshots above were the second time I requested for my account to be permanently deleted, and I was informed it would be actioned as soon as possible. I think it is very evident i requested it cancelled (for the second time) ASAP.

Instead of being actioned as soon as possible as I was informed it would be by Kahuna, I was again encouraged to keep playing (with kahuna literally using the words encourage you to keep playing as per the email).

As previously mentioned, I do not feel this is following responsible gaming and feel the funds spent after requesting it be permanently deleted twice should be returned. Keep in mind this is only a small portion of the total money spent at Kahuna - however if my requests had of been actioned (as I was informed by Kahuna they would be) these funds would not have been used.

Posted on August 27, 2019

Hello Grass17,

as per the first screenshot you sent, your request to close the account seemed pretty clearly to be out of frustration because of bad luck even if you did not use the words.

You said that you deposited a lot and did not withdraw and that it was "ridiculous".

These are typically messages from players annoyed that they have lost and as I stated in previous messages, players in this situation are often interested in receiving bonuses to try their luck again risk free.

Based on your interaction with our agent later on, asking precise questions about the bonus offered, you very much seemed to be in this situation.

We apologize if we have misinterpreted your messages but the decision to keep playing was still yours and therefore we cannot refund your deposits just as we would not have erased your winnings if you had won after these requests...

I hope that this will make sense to you,

best regards,

the Kahuna Casino team

Posted on August 27, 2019

I think I have been pretty clear in how I believe this is not following responsible gaming in my post above, and I believe they absolutely encouraged me to continue to play after they advised me in writing it would finally be cancelled ASAP, and yet then continued to offer me bonuses to entice me to play. Ask gamblers, it seems like we are not going to agree to a resolution. Can you advise next steps for me moving forward?

Posted on August 27, 2019

Dear Grass17,

AskGamblers Complaints Team is kindly asking you to provide relevant chat transcripts and/or emails related to the matter.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­

Thank you in advance.

Posted on August 27, 2019

Thanks, I have sent these through

Posted on August 29, 2019

Dear Kahuna Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support that you acted according to the Responsible Gambling Policy.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­

Thank you in advance.

Posted on September 2, 2019

we have sent the requested information to the email address.
the Kahuna Casino team

Posted on September 2, 2019

Dear all, 

Following a careful review and consideration of all the information and proofs which has been presented from both sides involved into the dispute, AskGamblers Complaints Team reached to the decision that player's claim is not valid. 

While we find the operator's Responsible Gaming policy as need-s­eri­ous­-im­pro­vement one, we failed to find a single proof of player mentioning anywhere in their emails and/or chats about problem gambling issues. Player indeed requested "account to be permanently deleted" in the attached live chat screenshot, however this request could as well be considered as a standard account closure (non problem gambling related). Obviously, the operator treated the situation as a standard account closure request based on assumptions that player's decision for account closure might be due to bad luck, hence player was offered a bonus which was subsequently accepted and played. Moreover, even though the operator did the necessary to clarify the exact reason why player would like their account to be permanently closed and sent the relevant email, this email has never been replied by player. 

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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