Kingmaker Casino - Player’s account closure request is denied.

I've been playing at this casino for about 6 months. Things generally go well, but there are a couple of issues to highlight. No matter how much I deposit, they don't give any bonuses. Specifically, yesterday I deposited 1300 euros and received a loyalty bonus of just 10. Additionally, I've put thousands of euros into this casino with low bets and have never made even a euro of profit. It's all quite strange. Anyway, that's not what I was going to mention. Over the past few days, I've started treatment for gambling addiction with a very well-known Spanish association. After installing several barriers on my phones and devices, this was the only accessible casino: King Maker Casino. For this reason, I kindly asked them through the chat to close my account. They refused and told me I had to send an email to support@king, which I did on that same day. Yesterday, February 3rd, during one of my episodes of this disease—because yes, it is a disease and we should be better protected—I deposited 1300 euros. Of course, I lost everything, it was no different that day. I asked again in the chat for them to close my account, please, and they directed me to the same email again. I sent another message to the email asking them to close my account, but this time, I was less friendly, and now I am managing a complaint against this casino with the authorities of Curacao. I'm only asking that they close my account and refund the amount of yesterday's deposit. Let's remember that I've been playing for months, and they've witnessed reckless deposits in a single day of up to 4000 euros, and no one has implemented any sort of player protection.

Dear sofiagarcia21, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika, first of all, thank you for answering me so quickly. Secondly, I would like to tell you that every time I speak to them via live chat, I tell them about my problem. Although I currently have no proof of the live chats, I do have the email where I request self-exclusion . I request it urgently. I have already sent you everything by email. Thank you.

Thank you for your emails. I can see in the screenshot that you requested self-exclusion, however, you did not explicitly mention the reason behind this decision. Please note that we are only able to assist players in obtaining a refund of their lost deposits if they specifically state gambling addiction as the reason for the self-exclusion request.

The casino asked you in their response to your email for clarification on the reason for your account closure request. Have you specified gambling addiction in any of your subsequent messages?

Thank you for your cooperation. I look forward to hearing from you.

Hello, the account is not closed yet, I keep insisting but they do not close it, I have already told them on several occasions that it is because of this problem. I will send you an email

Thank you for the screenshots. To clarify, am I correct in understanding that you mentioned gambling addiction only in chat on 4 February 2025, that is, after you made the 1300€ deposit and played it away?

Yes, to this day they still haven't closed my account and I have deposited 1400 more, I have tried to beg them to close my account but they don't do anything

Thank you for your reply. Unfortunately, since you mentioned gambling addiction for the first time only after you lost your deposit, we won’t be able to help you recover the refund. Please note that we can only assist in cases where the player directly states that they suffer from gambling addiction and the casino does not block their account but allows them to continue depositing and playing.

In your case, we can only help you close your account if you are interested.

When applying for self-exclusion, it’s essential to clearly state the reason for your request and specify the time period. Also, make sure to mark the email subject in a clear and recognizable way, as casino support typically handles many requests each day. A visible subject will help ensure your request is processed promptly. Additionally, I strongly recommend saving your self-exclusion request as proof.

Here’s an example template for your reference:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings [Casino Name],

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period."

Please fill out this form, send it to the casino at support@kingmaker.com, and add my email address, veronika.f@casino.guru, in the CC field.

I am telling you that after I said I had a gambling addiction, they let me continue depositing, specifically on Friday the 14th I deposited 1400 euros. I understand that the first time it was not valid, but after begging them to block my account and telling them why, they did not do it either and I continued betting. Could you help me please?

Thank you very much, sofiagarcia21, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sofiagarcia21,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kingmaker Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear sofiagarcia21,

We would kindly request to check our offer provided via email.

Thank you in advance.

Kind Regards,

Kingmaker Team

Hi, could you tell me what email you are writing to? I haven't received anything.

I have already reviewed the offer and have already responded to them as non-compliant, I will continue to report if they send me another proposal.

I am updating you on my situation, the casino has made me an offer to return half of what I am claiming. Obviously I have refused. I understand that at the moment they are proposing something it is because they accept their guilt, right? I have replied proposing another amount but they have stopped answering my emails. It has been about 48 hours since the last communication with the casino via email. What should I expect to be returned to me, Guru casino? Do you think it is fair that they offer a smaller amount than what I deposited after communicating my addiction? Could you guide me on how to act and proceed? Thank you.

Dear sofiagarcia21,

I have sent you and email.

Dear sofiagarcia21,

We are pleased to inform you that your refund is in process.Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

Dear sofiagarcia21,

Please let me know here in the thread as soon as you receive your refund, so I can close this complaint as resolved. I will be waiting to hear from you.

Dear sofiagarcia21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We have reopened this complaint at the request of sofiagarcia21. Our intention is to provide this case with another opportunity for resolution, ensuring that both parties involved are able to arrive at a satisfactory conclusion.

I was informed by the player that they managed to open another account with identical personal details, but a different email address.

Dear sofiagarcia21,

Could you please inform me if you have utilized the same payment method as your previous account? Additionally, did you complete the information in your profile prior to or after making a deposit in your new account?

Hi, they always make you fill them out beforehand. When you open the account. I deposited from the same account, yes. But I think the card is new.

Dear Kingmaker Casino,

Can you confirm that the players need to fill out their personal details before depositing? Are you able to locate the second account or do you require additional details from the player? Can you confirm that the information was identical to the information in the previous account created by the player?

Hi, looking closely, when you log in it doesn't ask you to fill in your details, but there was a section with an exclamation mark, and I was the one who filled in my details and verified the email afterward. I'm 100% sure. In this account, the phone number and email address changed, but the name, surname, and address were exactly the same.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

sofiagarcia21, could you please provide us with the email address you used for the registration so we will be able to locate your new account?

Best regards,

Kingmaker Team

Yes, but where? I can't put sensitive information here, can I?

Dear Kingmaker Casino,

Were you able to locate the account?

Dear all,

We would like to inform you that we were able to locate the account, and we are working on the request with the highest priority.

Once we have an update we will inform you immediately.

Best regards.

Kingmaker Team

Dear Kingmaker Casino,

Please keep us updated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please, Guru, hide the messages where my personal email address appears.

Dear sofiagarcia21,

The posts containing your personal information are visible only to you, to me, and to the casino.

Dear Kingmaker Casino,

We are waiting for your updates.

Dear Michal,

Following a review of the sofiagarcia21 complaint that she was able to create another account with us using a separate email address. We would like to clarify that it is players responsibility not to open another account. 

 

As the player herself confirmed she created a separate account using a different email address. Therefore, the new account has been considered as a duplicate account and the account was closed. 

 

We have sent an email with attached evidences for your review. 

 

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which sofiagarcia21 had acknowledged upon the creation of the account on our website:

 

3.2 :- Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;

 

• any promotions that the Duplicate Account has participated in will be cancelled;

 

• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company; 

 

• the Duplicate Account will be closed without an option to reopen it.

 

 

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@kingmaker.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

 

 

4.1 :- By opening an account on our Website and by using our Website you warrant that:

 

<...>

 

• you are acting on your own behalf;

 

• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

 

• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;

 

<...>

 

 

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

 

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

 

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

 

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

 

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you; 

 

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

 

 

Consequently, in accordance with the previously mentioned articles, we would like to reiterate that a refund is not available in this case.

 

We trust that this information will assist in clarifying the matter for you.

 

Our team extends its best wishes for your future endeavors.

 

Warm regards,

Kingmaker Casino team.

Dear Kingmaker Casino,

Thank you for the reply. I would appreciate it if you could clarify whether players are required to provide their personal information before making a deposit, or if they have the option to deposit without completing this information first.

Thank you for your response.

I think the approach to this case is incorrect. It's not just about a duplicate account.

I requested the closure of my account due to gambling addiction via live chat, and I have proof of this. Despite this request, the account was not blocked.

In fact, I contacted the chat support again because it was still active, and the agent himself confirmed that I had already requested its closure days earlier. Even so, no immediate restrictions were applied.

This allowed me to continue accessing, depositing, and playing, even though I had clearly requested to be blocked.

Furthermore, I also sent the email as instructed, so I fulfilled all the steps they asked me to take.

On the other hand, the casino did have my personal data. This can be easily verified, as I'm receiving promotional SMS messages. Therefore, my profile was identified.

I also used the same payment method, which reinforces the fact that they could detect that it was the same person.

For all these reasons, I believe the main problem is that the casino did not act after a clear self-exclusion request, allowing me to continue playing.

I would like this point to be taken into account when evaluating the case.

Dear Michal,

The answer to your question is yes, every player has to register first before they could attempt a deposit.

We do not have option to deposit without completing the registration.

Should you require any additional assistance, please do not hesitate to reach out to our team. 

We look forward to your update.

Kind regards,

Kingmaker Casino team.

Dear sofiagarcia21,

You mentioned that you used a different email and phone number for the second account. Is this your own personal and working phone number?

Hi, yes, that's correct. The email is practically identical, just with one number.

I also want to clarify that I requested self-exclusion through the chat and they didn't realize that the account was duplicated either.

H wave,

I'm sending this message as a summary, since I'm waiting to be able to close this case and move forward, among other things, with installing Gamban on my phone.

About a year ago, I had a dispute with this casino after requesting self-exclusion. They indicated at the time that it wasn't considered a direct request due to gambling addiction, as I hadn't explicitly stated it, so they only refunded a portion of my money.

As you know, gambling addiction is a serious problem. During this time, I continued to struggle, and unfortunately, I made the mistake of registering at the casino again.

At the time of registration, I used a different email address, as I had deleted the previous one to stop receiving communications related to the game. The registration process only required an email address and basic information, so I was able to create the account without any problems.

Later, a notification appeared in my profile indicating that I needed to enter my phone number. I entered my personal number, but the system wouldn't let me use it. However, when I tried my work phone number, I was able to continue.

That fact already raised doubts for me, and it was at that moment —or a few days later— that I contacted the casino to inform them that I was self-excluded due to gambling addiction and to request the account be blocked again.

However, several days or even weeks passed without the closure taking place, which led me to open this complaint, since the creation of a duplicate account had also been allowed.

Regarding the questions raised:

Yes, I used a company phone after discovering my personal number wasn't accepted. By then, I'd already deposited a significant amount of money. In other words, I could have continued betting regardless of the phone number I used.

- Yes, I used a different email address, due to the personal process I'm going through to try to distance myself from gambling.

There was absolutely no intention to evade controls; it was simply a consequence of my situation. Addiction is a monster I can't control, and even though I now think I was stupid and shouldn't reopen the account, I believe it was the casino that, having an account with the same name, surname, address, using the same bank account, and date of birth, should have blocked it.

It's a shame that people who suffer from an illness are left unprotected, and I think it's very unfair.

I reiterate that I did request self-exclusion and that the necessary diligence was not exercised to block the account, which allowed me to continue playing.

I've also attached photos of the information they ask for during registration. Are you telling me that absolutely everything is the same except for a phone number and email address, and they can't see that an account is duplicated? If I had lied about something, I'd understand, but I haven't lied or hidden my identity. The casino knew my identity at all times.

Doesn't a name, a surname, an address define more than an email address? Besides, it had my name with my full name in it.

I look forward to resolving this case as soon as possible.

Thank you for your attention.

Dear Kingmaker Casino,

Based on this complaint, the user's account should have been previously closed as "self-exclusion - gambling problem." Since you've confirmed in your last message that the players need to register and fill out their information fully before depositing, the other account should have been matched with the previously closed account, and the player shouldn't have the option to deposit and play. Using a different email address is no issue if all of the other personal details are correct and identical to the previous account. Can you confirm for me if this is the case? I would also appreciate it if you could provide any additional information.

Dear Michal,

We have sent another email attached with evidence to answer your question.

We look forward to your update.

Kind regards,

Kingmaker Casino team.

Hello, could I also have access to the information sent by the casino? Thank you

Dear sofiagarcia21,

I regret to inform you that I am unable to share information from the casino's internal system. After carefully reviewing the evidence provided, I am unable to assist you further in this matter. I noticed that there are significant discrepancies in the personal information associated with the second account you created, including differences in surname, address, email, and telephone number, among other details. These inconsistencies have made it challenging for the casino to connect your new account with your previous one. As a result, I am unable to proceed with your complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Michal V