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 had since lost nearly €20,000 and was awaiting a response regarding her situation. We asked her to provide uncropped original emails showing that gambling addiction had been stated as the reason for closure, but she did not reply to our requests and reminder. As a result, the complaint was closed for now due to lack of response and no further investigation could be completed at that time.
Kingmaker Casino - Player’s account has been reopened without consent.
Closed
Our verdict
Player stopped responding
Amount: €20,000
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
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1 month 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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4 weeks 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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4 weeks 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
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3 weeks ago
Dear Issy-2021,
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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2 weeks 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,
Veronika
Casino.Guru
