The player from Germany requested a permanent closure of her Kingmaker account due to her addiction, but the casino unexpectedly reopened it without her consent after confirming deletion of her data. She has since lost nearly €20,000 and is awaiting a response regarding her situation.
Kingmaker Casino - Player’s account has been reopened without consent.
Opened
Current status
Waiting for player to reply
0d 20h 8m 12s
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
Public
Public
1 week ago
Translation
Over the past few months, I've repeatedly tried to close my Kingmaker account due to my addiction. Each time, I received offers of credits to keep me. On March 17th, I finally insisted on permanent account closure and demanded the deletion of my data. Everything seemed fine; I accepted the amount of money I had left there. Then, suddenly, at the end of May, I received emails from Kingmaker again regarding bonuses and credits. When I checked the website, I discovered my account had been reopened. So, no data had been deleted, and it had happened without my consent. Since then, I've lost nearly €20,000, and the account remains unclosed.
I explained my situation there very clearly again today and am waiting for a reply.
Is there any way to get my money back? I'm really in a bad situation right now because of this 😕
Automatic translation:
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6 days ago
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6 days ago
Dear Issy-2021,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Have you specified gambling addiction as the reason for your account closure requests in any of your conversations with customer support? If so, please forward me these requests as uncropped, original emails, along with the casino's responses, at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
Issy-2021 has 0d 20h 8m 12s to reply
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
