Kush Casino: failed to meet responsible gaming obligations

@vyacheslavlenin​ hello, could I file a complaint from my husband’s account if I was the one who registered and played at the casino?

to me that would seem illogical, I ran into this situation and was advised to file a complaint on your platform

@supportkush​

Good afternoon.

Your response does not satisfy me and is a formal brush-off. You claim you see no grounds for a refund while ignoring the key fact I have repeatedly stated and which is confirmed by the whole history of correspondence:

As the account owner, I requested its full and permanent closure due to gambling addiction. You ignored this request at first, which led to further financial losses.

The facts are simple and indisputable:

1. There was a request: Since January 7 I officially asked via your support chat to permanently block my account #20256.

2. There was inaction: Instead of immediate blocking you refused for weeks, referring to some managers and procedures, leaving me access to the games.

3. Damage was caused: It was precisely during this period of your inaction, after my first request, that additional funds were lost from my account. Your failure to carry out the direct exclusion request is what caused these losses.

4. You did eventually block the account: This indirectly acknowledges that my requests were legitimate. However, the damage caused by your delay remains uncompensated.

Any attempts on your part to refer to your “proofs” are completely inappropriate now and are a distracting maneuver. This is about your responsibility toward the account owner who asked for protection from their addiction but did not receive it in time.

My demand remains in force and is now the only one:

Return the full amount of funds lost after my first official request for blocking on January 7. The total amount is: 17 925₽. I am ready to provide additional information on the new deposits.

I ask the administration of the platform LatestCasinoBonuses, when considering our dispute, to pay attention to this simple and proven chain of events. KUSH casino’s inaction in response to the exclusion request is a direct violation of responsible gaming principles, and it is precisely this that led to concrete financial damage that must be reimbursed.

@alinka1327​

adjustment of the amount:
*18 831 rubles

@VyacheslavLenin, good afternoon.

I’m addressing you because it’s been 10 days since the casino representative replied. During that time they haven’t provided a single concrete argument why my request for a refund is, in their view, “unfounded.”

Their reply contains no analysis of my evidence and no links to the rules. There is only a bare assertion, followed by silence. This ignores the very essence of arbitration.

The essence of my claim is simple and supported by screenshots

I demanded that the account be blocked due to gambling addiction.

The casino failed to provide the promised assistance, ignoring its own rules, the “Responsible Gaming” section.

Because of their inaction I lost 18,831₽

The fact that the account was blocked only after this complaint was filed proves: they had the technical ability to help, but they did not use it in time.

I ask you, as an arbitrator:

Require the KUSH representative to provide a detailed and reasoned response to each point of my claim with links to the rules.

If the casino continues to evade dialogue, make a decision based on the irrefutable evidence I provided.

The prolonged silence and lack of counterarguments from the casino only confirm the correctness of my position.

@VyacheslavLenin, good afternoon.

Could you please let me know if there is any information regarding my complaint? It’s been almost a month since I submitted it (21.01). The casino provided their “proofs,” and I provided my arguments as well. I’m waiting for the administration’s verdict. Thank you.

@VyacheslavLenin hello,! It’s been 40 days, and I still haven’t heard back from you. Can you let me know if my complaint is still being reviewed or if I’m just being ignored?

I just want to understand if it’s worth waiting or not. Thanks.

@VyacheslavLenin, good afternoon.

The account is registered to me. The gaming activity on my personal account was performed by me, I made the deposits, from my card! In a state of stress caused by gambling addiction and the casino’s inaction, I may have used my husband’s Telegram. Telegram is an unofficial communication channel, and the casino rules do not require the messenger account to match the gaming account. I have two Telegram accounts on my phone, mine and my husband’s. That’s our personal matter and not relevant to this issue.

The main point is this: since January 7 I, as the account owner, repeatedly requested its full blocking due to gambling addiction. The casino ignored this request, referring to non-existent managers and demanding calls, although by their own rules (“Responsible Gaming”) they are obliged to help with self-exclusion immediately.

As a result of their inaction, after my first request an additional 18,831 rubles were lost. The block occurred only after a complaint was filed with LCB.

Please assess the situation on the merits: there was a request to the casino, it failed to comply, and that caused damage. Everything else is an attempt to avoid responsibility.

Thank you for understanding

@VyacheslavLenin, hello

On March 19 I answered your question. It’s been 35 days. On April 8 the casino confirmed that it is only waiting for your decision.

Will there be any verdict on my complaint? The complaint is 3 months old at this point. If not, say so straight so I know whether it’s worth waiting any longer for a fair decision.

If no decision is made, I will be forced to escalate the dispute to ADR via Anjouan, where the casino is obliged to participate and cover the costs.