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

Hello Casino Guru Team,

I am submitting a complaint regarding Kingmaker (kingmaker-3322.com).

I have repeatedly requested the permanent closure of my account due to responsible gambling concerns. Despite multiple requests, the operator failed to take timely action and did not close my account.

As a result, I was still able to access my account and continue gambling, which led to increased financial losses.

I consider this a serious responsible gambling failure and a breach of player protection obligations.

I request your assistance in mediating this dispute with the operator, including review of the handling of my account closure requests and consideration of financial harm caused after my first request to close my account.

I can provide full email evidence and timestamps of all my requests.

thank you

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.

Dear irem2103,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@kingmaker.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Dear irem2103,

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.

Hi Kristina

I’ve sent the correspondence I had with the casino to the email address you provided. I just wanted to check in case you may not have received my email.

first email

"Hi Kristina

First of all, thank you very much for your time and for looking into my case.

I am requesting your assistance regarding a serious responsible gambling issue with Kingmaker Casino. I believe the casino has failed to act on multiple self‑exclusion requests I made over more than one month.

For over a month, I repeatedly asked Kingmaker Casino to close my account because I was struggling with gambling control. I clearly stated that I was unable to stop myself, that I was in a vulnerable condition, and that I urgently needed my account to be closed for my own protection.

Despite this, the casino did not respond for a very long time, and my account was never closed. As a result, I continued gambling and lost a significant amount of money during a time when I was actively asking them to prevent my access.

After sending many emails without any replies, the casino finally sent one message yesterday (attached). I responded immediately, but even now, my account is still open. This demonstrates that they have continuously ignored my self‑exclusion requests for over a month.

Most of my older emails were unfortunately deleted, but I am attaching all recent messages from the past week, which clearly show that I once again asked them multiple times to close my account and received no action from them.

It is very clear that I was unable to control myself and that I repeatedly communicated this. Instead of fulfilling their responsible gambling obligations, the casino allowed me to continue gambling. It feels as though they took advantage of my vulnerability, addiction, and lack of self‑control.

I want to be fair: I acknowledge my weaknesses, and I take responsibility for my behavior. However, responsible gambling procedures exist precisely to protect players in situations like mine, and in this case, the casino failed to act.

For the sake of other players, I believe this casino should be reviewed and monitored, because I do not want anyone else to experience the same situation I did.

I kindly ask Casino Guru to review my case and help me resolve this issue. I am not sure if compensation or a refund is possible, but considering the circumstances and the fact that my self‑exclusion requests were ignored, I believe the casino should take some responsibility and provide some form of compensation for the losses that occurred after my initial requests.

Thank you again for your understanding and support. I truly appreciate your help."

-second email

"Hi Kristina,

I wanted to give you an update my account has finally been closed.

However, I would like to ask if there is anything further we can do regarding a potential refund, or if there are any additional authorities or channels I can escalate this to. I believe there should be some level of compensation given the circumstances.

I’d really appreciate your guidance on the next steps."

Thank you for your reply, irem2103. I have reviewed the evidence you provided, and I noticed that you first requested bonuses from the casino. Later, you indicated that there might have been some issues, and your account was closed shortly after.

If possible, could you please let me know if you have any records of account closure requests that explicitly state your struggles with gambling addiction? I would appreciate it if you could forward those to me. Thank you for your cooperation.