The player from Germany reported that his accounts with several casinos operated by the same company were reopened without his consent after he had self-excluded. Despite multiple requests to block his Kingmaker account again and informing the casino of his gambling problems, he received no replies and was still able to make deposits. The issue was resolved when the casino acknowledged a technical error for the account reopening and agreed to refund deposits made after the reopening. The player confirmed the resolution and withdrew the complaint, leading to the case being marked as resolved by the Complaints Team.
Kingmaker Casino - Player's account has been reopened despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €150
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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10 months ago
Translation
Hello,
I currently have several open complaints against casinos of the same operator because my accounts on several casino websites were reopened without my intervention after I had already self-excluded them. This was also the case on Kingmaker, where I had already closed my account on December 27, 2024, but it was automatically reopened towards the end of January.
I have asked for my account on Kingmaker to be blocked again at least 5 times, but so far there has been no response from the casino. My account remains open and I can continue to make deposits. When I originally requested self-exclusion, I made the operators aware of my gambling problem, but unfortunately Kingmaker support has not responded to any of my emails. I wrote the first email after the reopening on February 5, 2025, but since then I have not received any response from the casino.
Something like this should never happen, especially if those responsible know about an existing gambling addiction.
Thank you very much in advance!
Best regards
Automatic translation:
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10 months ago
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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10 months ago
Translation
Hello Kristina,
Thanks for your answer!
I will forward you all relevant emails between me and Kingmaker.
Best regards
Automatic translation:
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10 months ago
Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.
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10 months ago
Hello lolseinsohn,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Kingmaker Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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10 months ago
Dear lolseinsohn,
We sincerely apologise for the delay in responding.
We would like to confirm that your account has been closed as per your request.
Our team wishes you all the best for your future activities!
Kind regards,
Kingmaker Casino Team
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10 months ago
Translation
Dear Kingmaker Team,
I know my account has been closed, but it should never have been reopened after I self-excluded. Are you willing to refund any deposits made after reopening?
Kind regards and thank you for your reply
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10 months ago
Dear Kingmaker Casino Team,
Can you explain to us why was the player's account reopened in the first place?
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10 months ago
Dear lolseinsohn,
We apologize for the inconvenience caused by the reopening of your account at the end of January 2025. This was due to a technical error that occurred in the system.
Regarding the refund request, it has been forwarded to the relevant department and as soon as there is an update, we will notify you accordingly.
Thank you for your patience.
Kind regards,
Kingmaker Casino Team
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10 months ago
Dear Kingmaker Casino,
Thank you for the reply. We will be waiting to hear from you.
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10 months ago
Dear lolseinsohn,
We would like to kindly request to check the information provided via e-mail.
Thank you for your cooperation.
Kind regards,
Kingmaker Casino Team
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10 months ago
Translation
Dear Michal, dear Kingmaker team,
Thank you very much for your help and cooperation! I hereby withdraw the complaint, as Kingmaker and I have reached an agreement.
Best regards 🙂
Automatic translation:
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10 months ago
Dear lolseinsohn,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.
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,
Michal V
Casino.Guru
