The player from Germany permanently closed his casino account on September 17, 2025, due to concerns over payout policies and aggressive advertising. Despite his request, he was lured back into gambling and demanded a full refund of all stakes starting from September 18, 2025, threatening legal action if not resolved. The Complaints Team reviewed his communications with the casino and acknowledged his desire for closure. However, it was concluded that the casino's actions were within their rights to retain customers, and the complaint was subsequently closed without further assistance.
Kingmaker Casino - Player demands refund after account closure.
Closed
Our verdict
Unjustified complaint
Amount: €2,274
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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5 months ago
Translation
Ladies and Gentlemen
After the casino's payout policy was disastrous and the winnings seemed unreliable, as so many deposits were offset by barely any withdrawals, I decided to permanently close the account on September 17, 2025, for my own protection. The chat referred me to an email address. I requested the irrevocable closure attached to this email. This meant I would no longer have been able to play from the following day onwards. Instead, I was lured back into playing with aggressive advertising.
Since my declaration of intent was clear, I demand a full refund of all stakes starting September 18, 2025. I set a deadline of seven days for this, after which I will file a criminal complaint. I was deliberately encouraged to gamble. The attachments are clear. The casino has acted in a highly illegal manner and is hostile to player protection.
In the past, I've tried to close the account several times for my own protection – unfortunately, always unsuccessfully. This time, I insist on a refund. The refund will be credited to the original payment method. In the event of non-payment, I will also demand any amounts paid in the past. Only five files could be uploaded; if further payment receipts are required, please let me know.
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5 months ago
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Heiderich,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Are you concerned that gambling may be becoming problematic, occupying a significant amount of your time and thoughts?
Have you contacted casino support again to request account closure?
Looking forward to your reply,
Katarina
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5 months ago
TranslationHello!
As you can read in my email, I have permanently closed my account with the addition that it may not be reopened.
This means you are fully entitled to a refund of any amounts paid from this point onwards.
Unfortunately, the support chat is very poor. You get fobbed off and only receive standard answers.
The gambling behavior is irrelevant here, because my declaration of intent was clear. The casino should have complied.
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5 months ago
Dear Heiderich,
thank you for your message.
- Have you sent any other emails requesting the closure of your account?
- Have you tried contacting support after you learned your account closure request wasn't granted?
- Has the casino confirmed the closure of your account?
Looking forward to your reply,
Katarina
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5 months ago
TranslationHello!
Since Kingmaker has generally not responded to such emails in the past, there was no prospect of success after a chat and an email.
Since other players at the casino have also filed complaints about exactly the same behavior, it can be assumed that the casino is deliberately violating player protection.
The refund must therefore be made.
Best regards
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4 months ago
Dear Heiderich,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
TranslationHello!
The email with the unique email has been sent to you.
mfg
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4 months ago
Dear Heiderich,
thank you for your message.
I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. Following a review of the account closure email sent to the casino, it is assumed that you do not have a such a condition. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.
All the best,
Katarina
