The player from Spain filed a formal complaint against Kingmaker Casino for failing to close her account after she had requested it due to gambling addiction. Although she had received confirmation from customer service of her closure request, the account remained active, leading to further deposits. She sought intervention to close her account and recover her funds. We attempted to assist by requesting evidence of her initial self-exclusion and previous communications with the casino. However, due to the player's lack of response to our inquiries and reminders, the complaint was closed at that time without resolution.
Kingmaker Casino - Player's account remains active despite closure request.
Closed
Our verdict
Player stopped responding
Amount: €800
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
I am filing this formal complaint against Kingmaker Casino for serious breach of its responsible gambling obligations.
Several days ago, through live chat, I clearly, directly and unambiguously requested the immediate closure of my account due to gambling addiction.
I didn't take a screenshot during that initial contact, so I don't have any visual evidence of the conversation. However, in a subsequent conversation, for which I have attached screenshots, a Kingmaker customer service agent explicitly confirmed that the closure request was made via chat, thus verifying the existence of that prior request.
Despite having disclosed my gambling addiction and having requested the closure of my account:
The account was not closed.
I was allowed to continue accessing the platform
I was allowed to make new deposits
As of today, the account remains active.
As a direct result of this inaction by the operator, I made numerous deposits after the closure request, but I am not sure how much.
I have tried to resolve this situation directly with Kingmaker, both by chat and email, without obtaining an effective solution or the closure of the account.
For all the above reasons, I request GuruCasino's intervention to:
I demand the immediate and permanent closure of my account. I need to protect myself, but they won't close my account and keep sending me marketing materials.
Review and claim the return of deposited funds after the request for closure due to gambling addiction
Determine whether Kingmaker has breached its player protection obligations
I await your response.
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kingmaker Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Did live chat support inform you that the self-exclusion request must be submitted via email when you first contacted live chat?
- Have you kept the initial conversation with live chat support as evidence?
- After you were informed that the self-exclusion request should be sent via email, have you sent an email as the live chat recommended?
- Is your player's account currently accessible to you?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@kingmaker.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Kingmaker Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationHello Tomás,
I want to provide a full explanation of the context so that the case can be assessed with all the information, with complete honesty on my part.
About a year ago, Kingmaker Casino closed my account due to gambling addiction, after I explicitly reported my problem. That account was closed, and my situation as a vulnerable gambler was known to the operator.
Some time later, I was the one who opened a new account, I openly admit it. However, this account was created using the exact same real personal data as the previous account (name, date of birth, and address), without hiding my identity; the only difference being the email address.
From my point of view, and understanding that I made a mistake by re-registering, I consider it relevant to point out that:
The operator allowed the creation of a new account with the same details,
The duplication was neither detected nor blocked.
And, once self-exclusion for gambling addiction was requested again, it took approximately 9 days to close the account, during which time it remained active.
I want to make it clear that I have not lied at any time, nor have I tried to hide information or falsify data. I am aware that I made a mistake by re-registering, and precisely for that reason, I now have a blocking system (Gamblan/GamBan) installed on my devices to prevent any future access to gaming platforms.
In fact, in order to continue this process and definitively close this stage of my life, I am reviewing and responding to this claim from a family member's phone, which they have provided to me solely for this purpose.
My intention with this complaint is not to evade my personal responsibility, but to have it assessed whether, having prior knowledge of a gambling addiction, Kingmaker Casino acted appropriately and diligently in protecting the player, especially regarding the detection of duplicate accounts and the speed in applying the requested self-exclusion.
Thank you for your attention and for your help in reviewing this case.
Warm regards,
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1 month ago
Thanks for the detailed explanation.
As the next step in investigating the case, we need evidence that you informed the casino of suffering from gambling issues.
Kindly forward the communication from one year ago that led to the self-exclusion of your original account.
Send the information to my email at tomas@casino.guru
If any of your account is accessible to you, I recommend that you send a new self-exclusion using your registered email address to the casino support email address, while including me in the copy of the email.
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1 month ago
TranslationHi, let me explain a bit better. I've been battling addiction for over a year. Now, my family is helping me through all of this. We've been looking for emails from February 2025 where I requested self-exclusion from Kingmaker, and we found that I myself filed a complaint with Guru Casino, and you ruled in my favor. My family decided to delete all emails related to casinos. Anyway, I have the emails I sent to your colleague Veronica a year ago in my computer files, as well as screenshots of the self-exclusion request. I'll send them to you by email, but I wanted to give you some background, in case you'd like to review the old complaint.
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3 weeks ago
Thanks for the detailed explanation.
Could you please share the link to the previous complaint you submitted against the casino. I couldn't locate it based on the information you shared.
Looking forward to your reply. Share it publicly here or send the information to my email at tomas@casino.guru
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2 weeks ago
Dear lauramartinez1452,
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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1 week 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,
Tomas
Casino.Guru
