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

Hi,

I having a gambling problem and earlier this year self excluded myself from ALL casinos I had sign up with. I have permanently self excluded myself and advised all those casinos that I had a gambling problem.

In April (emails attached) I received promotional emails form Kingmaker, a site I am sure I have not signed up with previously. You will see from the emails that it would imply I had an account with them. I did relapse as a result of these emails. We I went to sign in the account, the password I have for ALL my online sites was not valid and I had to create a new one which makes me believe I did not have an account with them but rather they got my information from a sister site. I gambled a lot and was fortunate enough to withdraw some winning. These winners were paid out without me completing verification checks. I have since tried to query this and request on two separate occasions for my account to be closed due to my gambling problems but the casino is not responding to my emails or requests.

Can you please help me close my account as the temptation is extremely hard and I am trying my best to recover.

Thank you

Dear anig1081,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation:

• Could you please specify if you responded to the email you received from the casino on 25 April? Have you confirmed that you wanted your account to be permanently closed? If so, kindly forward me your confirmation at veronika.f@casino.guru.
• Have you contacted customer support with your self-exclusion request through any other means, such as live chat?
• Have you submitted any identity documents to the casino for verification?
• What is the current balance in your casino account?

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

Best regards,

Veronika

HI Veronika

Please see replies below

Could you please specify if you responded to the email you received from the casino on 25 April? Have you confirmed that you wanted your account to be permanently closed? If so, kindly forward me your confirmation at veronika.f@casino.guru. - No as I was waiting from them to answer my queries and felt they would not get answered if account was closed. They were replying quickly until I queried why I did not need to verify my account and when my account was opened.

Have you contacted customer support with your self-exclusion request through any other means, such as live chat? - Yes spoke on chat to two people who cut me off with the rational that all closures and queries need to go via email as they do not have the ability to answer over chat. I also requested a copy of the chats but was told had to email for them also

Have you submitted any identity documents to the casino for verification?- No, the casino did not request ANY KPC or identity documents from me.

What is the current balance in your casino account? Unsure ended up gambling yesterday and as a a result do not want to log in today. If there is a balance it is minimal

Since you did not respond to the email the casino sent you after your self-exclusion request, the process was not completed properly.

To proceed, please send a new email to the casino requesting a permanent self-exclusion due to gambling addiction. Once the casino replies, kindly confirm your decision with them.

Thank you for your cooperation.

Account has been closed by the casino on foot of this complaint. Can you confirm they were within their legal rights NOT to verify my account before processing my withdrawal?

Could you please clarify your question a bit further? For example, have you received any withdrawal from this casino despite your account not being fully verified? If so, could you let us know the exact amount you received?

Yes I withdraw €1000 and this was processed without my account being verified

Thank you for the clarification.

In general, licensed casinos are legally required to verify the identity of their players, especially before processing larger withdrawals, in order to comply with anti-money laundering (AML) regulations and responsible gambling policies. That said, it's possible that the casino did not require full account verification at the time of your €1,000 withdrawal because the amount may have been below their internal threshold that typically triggers mandatory verification. Some casinos allow smaller withdrawals without full verification, relying instead on partial or automated checks in the background.

However, this does not mean that the casino cannot later ask for verification or review the account, especially if there are any concerns related to account activity, responsible gambling, or bonus abuse.

Since your account has been closed and you have received your balance, can we consider your issue resolved?

Dear anig1081,

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.