Kingmaker Casino - Учетная запись игрока была закрыта и вновь открыта.

Hello,

I hereby submit a complaint regarding my account at Kingmaker Casino and request a refund of my losses.

I had previously and explicitly and permanently blocked my account due to a gambling problem. Despite this clear self-exclusion request, my account was later reopened without my consent.

After the reopening, I regained access to my account and subsequently lost a total of approximately €900.

Furthermore, I continued to receive bonus offers and promotional messages even though I had clearly communicated my gambling addiction and requested a permanent ban.

According to the applicable guidelines for responsible gaming, my account should have remained permanently closed in this case, and I should not have been granted any further access.

I believe that all losses incurred after my self-exclusion request should be fully reimbursed.

I will send all relevant evidence to the responsible Casinoguru employee as needed.

Thank you very much for reviewing my case.

Hallo,

ich möchte hiermit eine Beschwerde bezüglich meines Kontos bei Kingmaker Casino einreichen und die Rückerstattung meiner Verluste beantragen.

Ich habe mein Konto zuvor ausdrücklich und dauerhaft aufgrund eines Glücksspielproblems sperren lassen. Trotz dieser eindeutigen Selbstausschluss-Anfrage wurde mein Konto später ohne meine Zustimmung wieder eröffnet.

Nach der Wiedereröffnung hatte ich erneut Zugriff auf mein Konto und habe in der Folge insgesamt etwa 900 € verloren.

Darüber hinaus habe ich weiterhin Bonusangebote und Werbemitteilungen erhalten, obwohl ich meine Spielsucht klar kommuniziert und eine dauerhafte Sperrung verlangt hatte.

Nach den geltenden Richtlinien zum verantwortungsvollen Spielen hätte mein Konto in diesem Fall dauerhaft geschlossen bleiben müssen, und mir hätte kein weiterer Zugang gewährt werden dürfen.

Ich bin der Ansicht, dass alle Verluste, die nach meiner Selbstausschluss-Anfrage entstanden sind, vollständig erstattet werden sollten.

Ich werde nach Bedarf alle relevanten Beweise an den zuständigen Casinoguru-Mitarbeiter senden.

Vielen Dank für die Prüfung meines Falls.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kingmaker Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently accessible to you?
• Could you please specify when the account was closed and during which time it was open and active?
• Could you please share the relevant evidence about the disclosure of your gambling issues to the casino?
• Have you already asked the casino for a refund due to failed player protection? Have you received any response?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear bludiadax,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of bludiadax. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. Player's message: (translated)

Ballo, I’d like to reopen this case. I had my account suspended again and was unsuspended for a second time. The clear reason I gave was my gambling addiction, and I asked for the account to be closed permanently.

Thanks for the update.

Could you please share evidence of the incident, such as your self-exclusion requests with time visible?

Send the evidence of the incident to my email at [email protected]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bludiadax,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas