Complaint #2 Kineko Casino

Canceled withdrawal and canceled winning bets for 3 months back

By Petko K.

2 years ago

Message on forum

I have been using Kineko since November last year, my activity is only in their sportsbook. At the moment, I have realized 5 successful withdrawals (I am attaching a file), where the processing time has reached a maximum of 2-3 days.

My last withdrawal registered on August 15th was slow and I contacted an operator 3 times who said evasively that they would check. I found a thread on another site's forum where multiple Kineko users were complaining about late payments at the same time.
My withdrawal was for $2,000 and on top of that I had a remaining balance of another $2,656.43.
After 4 days I saw that my balance is 0 (zero) and I found a message from the operator that I apply. The actions they have taken against me are:

1. Cancel my withdrawal request (shown as "Aborted" in the attached file);
2. Canceling all my winning sports bets for about 3 months back. After canceling the winnings, my balance has become 0.

All my bets are placed on soccer matches from the European Major Leagues. All my betting activity gives absolutely no reason to look for any viciousness that could possibly be sanctioned. I have saved these bets, they are about 20 in number and I can provide them on request.
This is an unprecedented case in the betting industry. The actions of the operator are unprofessional and illegal.

I objected to these actions following the instructions on the Kineko website by filing a complaint with the management of Sunseven N.V. - the company that owns Kineko. The operator confirmed that he had forwarded my complaint file. Much more than the regulated 7 days for processing complaints have already passed, and I have not received an answer.

I am asking the Askgamblers team for assistance in clarifying this case and resolving it fairly.

Disputed Casino Kineko Casino

Reason Declined payment

Amount $4656.43

Discussion

Specofbets

• Bulgaria

2 years ago

Dear Kineko Representative,

Thank you for acknowledging and confirming that due to your incompetent and dishonest actions, you have caused me concerns and various inconveniences and issues that can be encapsulated under the term "non-pecuniary damages" and may be subject to further legal action. However, your statement "We take this matter seriously" gives hope that this matter can be resolved here in this complaint. Are you truly able to restore my balance of $4,656.43?

Kind Regards,
Specofbets

Kineko Casino

• Representative

2 years ago

Dear Specofbets,

Thank you for reaching out and providing us with additional details regarding your concerns. We take this matter seriously and are conducting a thorough investigation. We will ensure a fair and transparent resolution process and will get back to you with an update in a timely manner.

Just for clarification purposes our email is [email protected] (not hello@kineko)

Kind regards,
Kineko

AskGamblers

• Support Team

2 years ago

Dear Kineko Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Specofbets

• Bulgaria

2 years ago

Dear Kineko Representative,

Thank you for pointing out the email of your support. If a new situation arises and I need your support, I'll reach out.

Unfortunately, you chose not to clarify the current issue through email communication. On August 19, I initiated a dialogue with you by email, sending you a complaint file. I explicitly cited best practices applicable in such cases:

------
Any communications with End Users (players) should be handled by the Operator in a professional manner. Operators should properly handle any timely and fully motivated complaints within seven (7) Business Days after the Complaint has been filed.
------

This complaint is attached here, to the current complaint, as evidence. But what did you do? You showed disregard for best practices and did not address my complaint. Whether out of arrogance or some other reason, you did not reply at all. Thus, I had no other choice but to take the next step according to the established procedure and refer the case to an independent ADR service - AskGamblers.

You have accepted AskGamblers as an arbitrator and have agreed to their Terms & Conditions and Privacy Policy, but sadly, it seems you haven’t read them... Otherwise, you would have known that the "AskGamblers Casino Complaint Service is public and all posts and/or attached files to a complaint case are public". Suggesting a private channel ([email protected]) to continue the already started communication is another disregard of rules and conditions on your part. We will have to lead our communication here, on the complaint page at AskGamblers. Probably you already know that if I remain unsatisfied with the outcome, I will escalate my complaint to the regulator and the court, and they will need to see all the information gathered here in its authentic form. Besides, all this content that we created here will be useful for the future investors of your DeFi platform. They will reach the indexed text of the complaint through search engines and, reading it, will make conclusions about your reliability. So, we will have to lead our communication here in full transparency conditions and not look for alternative contact channels.

In my previous posts, I already pointed out your lack of understanding of "odds movement", your lack of a criterion for "wrong odds", and the complete inadmissibility of your way of canceling bets. The return to normality, the restoration of justice, would happen only by restoring all my canceled bets, and not just "some of the voided bets". Whether the affected bets are 19, whether they are "some", whether it's just 1 - it doesn't matter in assessing your unprecedented actions. Even just one bet, assessed as "wrong" and canceled by the mechanism we applied, is enough to show your lack of expertise and your audacity to disregard rules and conditions and well-established practices.

Thus, dear Kineko Representative, as a result of the gambling we played on your website kineko.com, you owe me $4,656.43. Please specify when the amount will be restored to my account and available for withdrawal.

Kind Regards,
Specofbets

Kineko Casino Complaint Stats

Resolved 7 / 12

Avg. Amount $5,312

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Kineko Casino Complaints

See all complaints for this casino

Has been holding my payment for over a month

Hello. I was betting on sports in this casino. I had 4 deposits and 3 results. Then sports betting stopped working (they said technical work), I withdrew part of the funds. And left a little on the account. I thought that they would fix it quickly, but the time has come. Then I put money on the account for withdrawal, and for more than a month the transaction has been in processing. The support service redirects my requests above, and does not provide anything else (nobody knows). 420.06 yusdt from August 15 is being processed to this day. Return my money!!! If I need to attach more evidence of what the casino has, they want to deceive you!!

Unresolved

$420

5 days and still pending withdrawal

I have withdrawn €11203.24 but it is held as pending, the problem arises in that the chat support cannot give a timescale in which the funds will be released.

To clarify I have not played any sports bets only casino slots. I will keep you updated as I have asked why my withdrawal amounts have been reduced and am connected on chat with Graham which seems to be the person others who have raised complaints have conversed with.

Unresolved

$11,203

Delayed payment without any reason no help from support

Hello, dear Askgamblers team.

I read a lot of reviews and encountered the same problem as many users, they also do not withdraw my funds for no reason.

On June 16, I made a deposit of $80, started playing in the casino and won $500, I received this withdrawal, on the same day I made another deposit in the amount of $1237 and also started playing in the casino and betting on sports, with a final balance of $4812
On June 16 I made a withdrawal request of $990 and $433 I waited 1 day nothing happened, on June 17 I made a withdrawal of $99 and $3290 and for no reason 5 days do not confirm these withdrawals.
For 5 days in support, a guy named Graham tells me the same thing as other users.

I have no access to any information with regard to what the issue is or how long it may take.
I send regular summaries of all outstanding support issues, which include yours.
When this happens no response is given by the management team until they have completed any required investigation.

That's all he writes, no adequate response to the situation.

I also tried to contact discord, but there they also ignore their players or pretend that they are trying to help.

I have never experienced such problems with withdrawing funds from a crypto casino; usually this process takes several minutes or several hours.

I hope that your forum with an authoritative name can help me solve the problem with this casino.

Resolved

$4,812

Casino ignores the withdrawal request

Hello, dear Askgamblers.

This casino does not withdraw funds.

I wouldn't post here if I was given any information. Why is the payout delayed? What happened? How long do I have to wait? What can I do to speed up the process? None of these questions have been answered. So I have my doubts, this is all very strange.

I made a request for funds on June 17. Since then the request is still pending. I had a deposit. I can provide all the documents I need to pass the verification process. I am writing every day to the technical support on the website, but they are not giving me any clear answer. They just tell you to wait and don't do anything themselves. No reason why this happened, I didn't find out

Maybe contacting your forum will help me, because I see them solving problems here.

Really hoping for a quick resolution to the problem. Thanks

Unresolved

$363

Delayed payment without reason

Hello. I decided to write to your forum after unsuccessfully trying to solve the problem with this casino. On June 14, 2024 I made my deposit to this casino in the amount of 0,0008 btc. On the same day I won 0,0022 btc and tried to withdraw them. It has been exactly one day since my request, my withdrawal was still marked as pending. I wrote to the live chat, a person with the name Graham answered me and said he would pass the information to the right department to help me withdraw the funds. Another day passed and the situation was not resolved, I wrote to live chat again, I was also told to wait. I have been writing to the live chat every day for 5 days in a row and I get the same reply. I realized that I will not find help in live chat and went to their discord. In discord I created a ticket to support. A large amount of time passed and nobody answered me. As a result, I can not get my payment, and their support does not try to help me and ignore me. So I decided to write a complaint here, maybe with your help I will be able to understand the situation. I have attached video and screenshots.

Resolved

The withdrawal of funds in the pending has been going on for a month

I made my first deposit on April 17th, then I bet on sports. After that, I made more deposits and made withdrawals. Withdrawal requests were processed very quickly. On April 24th, I requested a withdrawal, but it was not processed. This request is still pending, it will be a month soon as I wait for it.

Live chat support can't help me. I write to them almost every day, but they claim that there is still no information about my withdrawal request. It seems that they just don't want to give me the money that I won. I would like to get my money back.

I can send screenshots of correspondence with Kineko support. as well as proof of deposits and withdrawals. I can't figure out how to attach screenshots in this request.

Resolved

$659

Pending Withdrawal for a Month now with no resolution in sight

On Jan 15th, I made 4 deposits to the Kineko casino through my crypto wallet with no problem. 3 of the deposits totaled up to $670.05 in ETH which was used to play blackjack. I also made a deposit of $256 Kineko to stake on the site while I played to earn rewards.

I was able to turn my winnings into 3.12 ETH ($8,675.29 current price). Plus my $256 of Kineko I deposited to stake. I tried withdrawing the entire amount on the same day (Jan 15th).

We are now a full month passed since I tried to withdraw my winnings and staked Kineko and the transaction is still pending.

I have reached out to live support multiple times over the past couple of weeks with promises of "management" reaching out to me, but I've never heard from management for an entire month so far.

I reached out again (Feb 15th) before writing this complaint, and reached a message back that stated: "I am sorry about the delay

"Something on your account has been flagged for checking

When this happens no response is given by the management team until they have completed any required investigation

Sometimes this also uses external regulators, which can then take longer.

I have no access to any information with regard to what the issue is or how long it may take

I send regular summaries of all outstanding support issues, which include yours

There is nothing else I can do"

I don't understand why there is no communication from their end letting me know what is going on, why my account and withdrawal are flagged, or what I can do to get this resolved.

I have tried going on to their discord to submit a ticket, as well, but it won't let me stating that they have too many tickets and cannot open another ticket. Inactive on their discord.

The communication from Kineko's side has been extremely poor and the live chat is not helping and I feel left in the dark and helpless.

At this point, this website feels like a scam and fraudulent by kept my winning and staked crypto on their site for a month now, without being able to withdraw or any resolution/communication on what is going on in order to get this resolved.

I can't even withdraw my staked Kineko that was never used for gambling. I have never had a problem on any crypto site I've used with having problems of withdrawing staked crypto at any time (unless stated otherwise or given a warning that there's a locking period).

Resolved

$8,675

Can't withdraw money because of a bug on their website

Hello. I can't withdraw money from their casino for a week now. I made a deposit of 184 TRX. I played a little bit and increased my balance to 4800+ TRX. I decided to withdraw the money and started to make a withdrawal request.

At the time of withdrawal I was met with an error: "you have not fulfilled the 1x wager requirement of your initial deposit". Although the amount of wagers was 3 times my deposit, I tried to play more and played slots for another 800 TRX. I had 4641 TRX on my balance. I started to make a withdrawal request again, but I kept getting the same error.

I wrote to technical support and they said that my situation would be reported to the department that deals with it. A day passed, there was no answer, I wrote to support again and they wrote me again that the answer will be passed to the right department.

Another day passed and again there was no response, I wrote to them to manually withdraw money to my wallet "TYUQWytY8DiEnq7mA3w65eZVFhAwyNfbRM". I was again told that my request would be forwarded to the correct department.

Over the next few days I was simply ignored and did not respond to any messages. I am still getting the same withdrawal error, tech support is not responding to me.

I'm attaching a video where you can see everything clearly. I got suspicions of fraud.

Please sort out the situation and help me to withdraw my funds.

Resolved

$565

Withdrawal in status pending more than 3 weeks

Hello.

I have been using my Kineko.com account since March 2023. My activity is only in their sportsbook. At the moment, I have 2 successful withdrawals, where the processing time has reached a maximum of 2-3 days. Now I have problem with withdrawal. I bet only on top events, 90 percent of my bets are NBA. There were no difficulties with withdrawal before.
On November 27, 12:14 I initiated a withdrawal of $ 5,564.06, waited 3 days and after the money didn’t come to me, I started to write to the support. I tried to get an answer via online chat, but the guys just passed my requests to the management team. After 6 days, they asked me to send documents (IBAN, passport and proof of address). I provided all the documents on December 6 and after that silence. I wrote many times to them, asking what I can do to make the process faster and still no answer. There is no communication between the clients and the support. It looks like a scam company.

I am asking the Askgamblers team for assistance in clarifying this case and resolving it.

I provide screenshots. If you need any other additional information, please let me know.

Resolved

$10,150

Withdrawal pending for 1 month

I have been waiting for 2 withdrawals. The first one was made November 19th and 2nd made December 1st. I have spoken to a live agent numerous times with the only information he’s given me each time is I will write the relevant department again, never receiving any information about the withdrawals.

On November 19th, 2023 I requested a withdrawalfor 0.2 Btc. I then requested another withdrawal on December 1st, 2023 for another 0.2249 Btc. So in total I have 2 withdrawals pending for a total of 0.4249 Btc. I have been trying to get answers on my withdrawals for a month now with no helpful information given to me.

Please help me with these withdrawals

Unresolved