Kingmaker Casino - Player’s account has been closed due to repeated self-exclusion breaches.

Repeated Self-Exclusion Breach, Refund Refused

Dear Casino Guru Team,

I would like to submit a formal complaint regarding Kingmaker Casino due to a repeated failure to enforce my self-exclusion request.

On 24/05/2025, I submitted a self-exclusion request. Despite this, I was still able to access my account and continue gambling, which resulted in financial losses.

This is not an isolated incident. A previous self-exclusion breach occurred on the same account, which was acknowledged by the casino and resolved with a refund. Despite this prior resolution, the same issue has occurred again, indicating a repeated failure in responsible gambling protections.

I have recently received a response from the casino in which my refund request was refused. The casino referred to its Terms and Conditions, stating that no refund can be issued once bets have been placed and funds have been used for gameplay. However, this response does not address the core issue of my complaint, which is the failure to enforce my self-exclusion request in the first place.

The casino has now closed my account, but only after repeated follow-ups, and continues to deny responsibility for the losses incurred after my self-exclusion request.

I am requesting:

A full refund of losses incurred after my self-exclusion request

A review of the repeated failure to enforce self-exclusion on my account

Proper assessment of the case in light of the previous similar incident and refund

I am able to provide full supporting evidence, including:

Self-exclusion request

Transaction history showing deposits after the request

Casino’s rejection email

Previous refund confirmation for the earlier incident

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. We have noticed that you have already had a successfully resolved complaint about the same issue:

https://casino.guru/complaints/kingmaker-casino-player-s-self-excluded-account-has

Could you please advise on the reason for submitting this complaint? Have you regained access to your self-excluded account?

I look forward to your response.

Best regards,

Attila