Kingmaker Casino - Player’s account is closed, and funds are delayed.

good afternoon,

i made 2 deposits on the kingmaker website, one for 200$ and one for 250$ 1 and a half months ago. they blocked my account for no reason. and they won't give me my money back. Please help me solve the problem. They told me they would return it in 3-5 days. It's been over 1 and a half months.

Regards.

Hello luizabrao17,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kingmaker Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Why did the casino block your account?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, it was. It's been months

I don't know why.

recently.

Hello luizabrao17,

Would it be possible to forward a statement from your wallet to see all the received funds as a confirmation that they were not refunded by the casino to nikolas.b@casino.guru?

Looking forward to hearing from you.

Regards,

Nick

Hello luizabrao17,

Before we would reach out to the casino, can you please advise if they have ever did explain the reason for blocking your account?

Additionally, was your account blocked right after your deposit or you've been able to play with that money before?

Looking forward to hearing from you.

Regards,

Nick

they don't tell me why. they just reply by email to say that it's been closed and won't be reopened. I never played with the money. I only made the 2 deposits and was banned. They're telling me they're not going to give me my money back. I'm going to send you a screenshot of the email I received. Please help me.

Thank you luizabrao17 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, luizabrao17,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Kingmaker Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed?

If we are talking about a breach of the casino's Terms and Conditions, and the casino confiscated the user's deposits, is the casino able to substantiate its claims and decision with relevant evidence?

If the casino decided to refund the deposits in question back to the used payment method, can you please inform us when it should be done if it has not been yet, and/or provide us with the transaction hashes/tracking links if it was refunded to his crypto e-wallet? In such a case (if the casino refunds/refunded both deposits), there is no need for a reason.

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear All,

We hope this message finds you well.

Following a thorough review of the case, please be advised that the decision has been made to keep the account permanently closed in accordance with our Terms and Conditions.

Specifically, as per Clause 3.9,

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

We sincerely apologize for any inconvenience this may cause and appreciate your understanding.

Please note that the winnings will be paid out as applicable. Kindly remain attentive to any forthcoming emails, as further instructions or updates may be sent to ensure a smooth and timely payout process.

Best Regards,

Kingmaker.com

They can just decide to close the account, and that's it? After I've deposited 500$ in my account? Good betting site, yes.

The casino has the right to close any account at any time, luizabrao17. It is an industry-standard rule. If the casino refunds your balance to your payment method in full, they will fulfil all their obligations to you, and therefore, they can do it without providing a reason. In addition, the casino representative did not mention anything about confiscation.

The update states that someone from the casino should have contacted you regarding further instructions or updates. Has the casino already contacted you? If so, can you please update us on what is happening now?

Thank you.

Dear Kingmaker Casino Team,

Thank you for your response and explanation.

However, you mentioned winnings, and the user claimed he did not play with his money at the casino, and so we are talking about unused deposits. Is that correct? If not, can you clarify it in more detail? Especially - how much he deposited, how much winnings he accumulated if he played at the casino with the disputed account, and how much should be refunded, how it will take place, and when.

Has any portion of his balance been confiscated? If so, why, and can you please look at my previous post, answer the questions, and provide the requested?

Thank you.

i didn't even place 1 bet. i only deposited twice. a total of 450$. Please refund my deposit. You can't take my deposit and block my account. You closed my account, fine, but please refund my deposit for God's sake.

Dear all,

As luizabrao17 mentioned, he only made a deposit without it being played, we contacted him to confirm the payment method which was agreed upon via email. At the same time, we have forwarded his preferred method details to our financial department in order to proceed with his refund, which would be processed as soon as possible.

We hope this information clears any questions you may have moving forward

Best regards,

Kingmaker.com

i made 2 deposits one for 200$ and the other for 250$ i have the screenshot and everything. look at the same address (yours receiving the TWO deposits)

Thank you both for your replies and additional information.

Dear luizabrao17,

Can you please update us on any development in the process of the refund?

The casino should have contacted you with further instructions via email, and after agreement regarding the payment method, the refund should be or should have been made. Have the disputed funds already been refunded to your payment method?

Thank you.

They have not been refunded. I try to send an email back with my wallet, and another payment method like my skrill , but the EMAIL DOES NOT ENTER. the email with which they answered me is not accepting emails. Please make zetcasino understand this.

Dear Kingmaker Casino Team,

Can you please look into the issue once again and help us move forward with the user's refund?

Thank you.

Dear all,

The relevant department has been informed about the amount of your deposits, and the refund would be initiated as soon as possible, we appreciate your patience while they work on this.

Best Regards,

Kingmaker.com

When will the refunds start? It's been a long time without my 450$ Kingmaker, when are they going to refund it?

Dear luizabrao17,

We would like to inform you that the payment for 2,562.00 BLR as a form of refund has been processed from our side on the 17th of June. 

Best regards,

Kingmaker.com

Thank you both for your replies.

Dear luizabrao17,

The refund is on its way to your payment method.

Please inform us once the funds are credited to your payment method.

Thank you. Looking forward to hearing good news from you soon.

Dear luizabrao17,

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.

yes it was paid. they paid it after 3 months. and only then did you file a complaint

What great news, luizabrao17!

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. Although with a significant delay, as the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you very much, Kingmaker Casino Team, for your help and cooperation!

Best regards,

Branislav B, Casino.guru