The player from Germany expressed concern about his account at Kingmaker Casino, which he had permanently blocked due to a gambling problem, but was reopened without his consent. He requested a refund of approximately €900 in losses incurred after the account was reopened and highlighted ongoing promotional messages despite his self-exclusion request. We were unable to resolve the issue as the player did not respond to our inquiries or provide the requested evidence, leading to the closure of the complaint. The player retained the option to reopen the complaint if he chose to resume communication.
Kingmaker Casino - Player's account has been closed and reopened.
Closed
Our verdict
Player stopped responding
Amount: €900
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
Hello,
I hereby submit a complaint regarding my account at Kingmaker Casino and request a refund of my losses.
I had previously and explicitly and permanently blocked my account due to a gambling problem. Despite this clear self-exclusion request, my account was later reopened without my consent.
After the reopening, I regained access to my account and subsequently lost a total of approximately €900.
Furthermore, I continued to receive bonus offers and promotional messages even though I had clearly communicated my gambling addiction and requested a permanent ban.
According to the applicable guidelines for responsible gaming, my account should have remained permanently closed in this case, and I should not have been granted any further access.
I believe that all losses incurred after my self-exclusion request should be fully reimbursed.
I will send all relevant evidence to the responsible Casinoguru employee as needed.
Thank you very much for reviewing my case.
Automatic translation:
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1 month 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 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.
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1 month ago
Hello,
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.
- Is your player's account currently accessible to you?
- Could you please specify when the account was closed and during which time it was open and active?
- Could you please share the relevant evidence about the disclosure of your gambling issues to the casino?
- Have you already asked the casino for a refund due to failed player protection? Have you received any response?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
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1 month ago
Dear bludiadax,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
