Beschwerde #1 Kineko Casino

Canceled withdrawal and canceled winning bets for 3 months back

Von Petko K.

vor 2 Jahren

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.

Unseriöses Casino Kineko Casino

Grund Abgelehnte Auszahlung

Betrag $4656.43

Diskussion

Specofbets

• Bulgarien

vor 2 Jahren

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

vor 2 Jahren

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

vor 2 Jahren

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

• Bulgarien

vor 2 Jahren

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 Beschwerde-Statistik

Gelöst 7 / 12

Durchschn. Betrag $5,286

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Durchschn. Antwortzeit N/A

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