The player from Germany had attempted to self-exclude from the casino due to a gambling addiction but had received an automated response instead of confirmation. Despite her request, she had received a bonus and had deposited money afterward. The issue was escalated to the casino management, which eventually agreed to refund her deposits made between April 23 and 25. Although the refund amount was less than expected, the player confirmed receipt of the funds, which led to the resolution of the complaint. The Complaints Team had facilitated communication with the casino, provided evidence of the player's self-exclusion request, and ensured the refund was processed, closing the case upon the player's confirmation. However, later on the account has been reopeend without the player's consent, that lead to more deposits and losing funds due to addiction. Since the casino refused to participate in the investigation, the case has been closed as unresolved.
Kingmaker Casino - Player's account closure request was ignored.
Failed self-exclusion
Black points: 294
Amount: €515
Kingmaker Casino
Safety Index 3.6 LowCase summary
Translation
On February 5, 2025, I attempted to block my account because I am addicted to gambling and cannot even set a deposit limit at the casino.
I just received an automated message saying that my issue had been forwarded to support and I assumed that my account was now blocked.
On February 22nd, I received a message that I had received a bonus and subsequently deposited money.
I tried to close my account once before, and the same thing happened. But that was so long ago that I no longer have the email or confirmation, and I'd waive the amount in dispute. But not the current amount.
Dear Sophiax3,
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.
- Have you informed the casino about your gambling problems in your request to block the account?
- Have you attempted to contact the casino in other ways after your request hasn't been followed up on?
- Could you please forward your attempts to block your accounts to my email at tomas@casino.guru?
- Please include any responses you received from the casino as well.
If your account is still open, as a precaution, I would recommend you send another self-exclusion request to the casino.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Kingmaker Casino Support,
I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@kingmaker.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.
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 Sophiax3,
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.
TranslationI sent several emails, but I can only access the last one.
I forwarded this.
I had the same problem with the live chat, unfortunately I don't have any screenshots anymore.
I have now sent another email using the template.
Has the casino closed your account since your last message? Please let me know.
Please understand that in order for us to ask the casino for a refund, we need evidence and to conclude the casino should have protected you. Without it we might not confront the casino.
You wrote that you have access to only one of the previous emails you sent to the casino. Do I understand correctly that you mean an email in addition to your email from April 3rd?
Please let me know about any developments.
TranslationMy account is still active, I haven't even received a message that my email is being processed or anything like that.
I've cc'd you so I can forward the proof directly to you. It arrived, right?
Since I no longer have the other emails, I specifically listed the amount in dispute from February 5th, for which I still have the email.
Thank you very much, Sophiax3, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Sophiax3, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
TranslationI forwarded the email to my colleague, but I'll gladly resend it today. I just received an email stating that my self-exclusion request is being reviewed. I'll forward that email as well.
Hello Sophiax3,
We sincerely apologies for your experience.
We would kindly ask you to please share the screenshots of your closure request you are referring to. So we can help you further accordingly.
Please make sure to share the screenshots visible of your closure request with your email address, the date you have sent and the email address you have sent to. Thank you!
We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number so we can check and help you accordingly.
We are waiting for your screenshot and your reference number.
Best whishes,
Kingmaker team.
TranslationI already sent the email to you, so I will send it to support again.
Dear Kingmaker team, the proper self-exclusion request has been sent by the player on 3rd April, copying my colleague as a recipient. Could you please confirm the account closure without the option for re-opening, and whether the player has any balance and/or deposits from that time onward until the account closure? Thank you.
TranslationI received an email about the committee, which I confirmed. While I hope it's final this time, the question of reimbursement hasn't been answered yet.
I submitted my first application on February 5, 2024. Through my research, I know that there are refunds that were paid after the closure request.
Dear Matej,
We have sent an email to you attached some evidence.
We are waiting for your update. Thank you!
Best regards,
Kingmaker team.
Thank you Kingmaker team, I have replied to the e-mail and attached the player's self-exclusion request sent on 3rd April 2025 as evidence, for you to be able to double-check the reception.
Dear Sophiax3, the deposit refunds are usually paid if the account has not been closed within reasonable time, leaving the player able to keep depositing and playing until the actual account closure. Could you please confirm how much have you deposited since 3rd April until the account closure, and whether you have managed to withdraw anything in the meantime?
TranslationMy account was closed today. Unfortunately, I can't say exactly how much was deposited because I no longer have access to the account.
Today I wanted to withdraw a profit of €250, but my account was closed beforehand.
This is obviously sensible for the future, but I have suffered a considerable loss since the first attempt to exclude myself.
I wanted to cash out my winnings today because I confirmed yesterday that my account should be blocked, but I still had access to it.
TranslationI have sent you the receipts for the deposit based on screenshots of my account by email.
Thank you for the update regarding the account closure. I can confirm I have received the e-mail and uploaded it amongst the other evidence for this case.
According to the casino's Responsible Gambling policy, the account closure was supposed to happen within 24 hours since the original request. Therefore, I would like to ask the Kingmaker team to let us know, if they will consider returning of the deposits made between 4th April until the account closure on 25th April.
Hello Matej,
We have replied to your email.
We are waiting for your further updates. Thank you!
Best regards,
Kingmaker team.
TranslationMy winnings were paid out after the closure, which I consider positive, but it is disproportionate to my deposits, so I would be grateful if the deposits were refunded.
Dear Sophiax3, have you received a confirmation of the message being received regarding the self-exclusion you have e-mailed the casino on 3rd April? Have you received an automated message with the ticket number? If you did, please share it here, so the casino can locate it easily in their system. So far, they have only located your second self-exclusion request from 22nd April. And lastly, how much have you been paid, please?
TranslationThe ticket number is 25275494. The email was sent to me on March 5. I'd be happy to forward the original to you. Of course, it's possible that it was about something else.
The message from April 22nd is 27685820, but the casino simply reacted too late.
I excluded myself on April 3rd, but there was no response until April 22nd.
My email, which I also CC'd to Casino Guru, must be found. It's not my fault if the casino doesn't find my email.
I am happy to send the email in which I also mentioned your colleague because I already suspected that there were problems.
I was paid €218, which would probably have been €250, but I can no longer access it due to the blocking. I'm waiving that, but I'm still asking for my deposits that I made after the blocking I requested.
Thank you for the details, Sophiax3. The casino confirmed the pay out you have received was the leftover balance from your account, at the time of the closure. I have sent them another e-mail, to see if they will be willing to refund the deposits made during the month of April, since you have provably sent a self-exclusion e-mail, that the casino unfortunately did not receive. Currently I am waiting for their reply.
Hello Matej,
We have replied to your email.
We are kindly waiting for your update.
Best regards,
Kingmaker team.
TranslationI would also like to know the update and be informed what it looks like?!
Thank you Kingmaker team, reply has been sent. :)
Dear Sophiax3, as of now, the casino is willing to refund your deposits made between 23rd - 25th April. I am trying to persuade them to refund you since 4th April. I believe it is not your fault that the system failed to receive the message you have clearly sent to the correct address, and my colleague Tomáš - who has been CCed into it - has received it as well. I will wait for the management's final decision and then share it with you in this thread, so you can let us know how you feel about it and how to proceed with the complaint further.
TranslationOkay, I'm grateful that Casino Guru understands my point of view and I'm amazed that the casino behaves so dubiously.
It is incomprehensible that I am not being fully refunded.
Of course, as an interim step (!), I would accept that the money be transferred to me between April 23 and 25, but I also expect the remaining refund.
Please keep me updated on any further information, the casino is not writing to me.
Hello Matej,
We have replied to your email.
We will wait for you update. Thank you!
Dear Sophiax3. We are trying our best to find a most effective solution. We will share an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Kingmaker team.
TranslationPlease just inform me, the case is relatively clear.
I still haven't received any notification as to when you will refund my deposit, which you already agreed to.
It's really getting silly and it's only thanks to Casino Guru that I've refrained from taking legal action.
Please don't delay this unnecessarily, I've really had enough.
I have provided the casino with the original self-exclusion e-mail from the 3rd April, and the screenshot requested. Now it has been escalated to the casino management for the final decision. I believe this case will be closed soon, hopefully with a positive outcome.
Dear Kingmaker team, please let us know in this thread once the decision has been made, to keep me and Sophiax3 updated. Thank you.
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.
TranslationI've already been promised a refund, and nothing has happened so far. What's the situation with that?
@CasinoGuru, could you perhaps send an email to Kingmaker?
Hello Sophiax3,
We have sent an email asking for your payment details.
We are waiting for your update.
Kind regards,
Kingmaker team.
TranslationPlease let me know if everything went well or if you need more information.
Dear Kingmaker team, please let us know once the payment has been processed on your end, or whether any additional information is required.
Dear Sophiax3, can you please confirm the final amount of the refund you are expecting? Thank you.
TranslationI wasn't given an amount, just a request for my information. I filled it out and sent it. I'll get in touch as soon as I receive the money!
I see. I'll keep this complaint opened until you confirm reception of the refund, then close it, if you'd like.
TranslationThe money was transferred, less than agreed, but still.
thank you very much!
Dear Sophiax3,
I am very happy to hear that your issue has been resolved, and would like to thank Kingmaker Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)
Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
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 Sophiax3,
I have tried to contact the casino repeatedly regarding the reopening of your account and sending you promotional materials, using my e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.
However, to stay safe from this predatory practice, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
Best regards,
Matej
