Kingmaker Casino - Player’s account remains open despite self-exclusion request.

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Germany

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9 months ago

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Translation

Good evening dear Casino Guru team!

I hereby file a complaint with the aforementioned casino. I contacted them via email, requesting immediate banning, but they didn't, and I lost my money again. I insist on getting the €100 back. I also want a lifetime ban on my email address, name, and phone number, if necessary. I depend on the money, and it was a stupid mistake. In Germany, I'm banned via OASIS self-exclusion, but that doesn't matter here, I suppose.

I also tried contacting the live chat, which states "Available anytime" in bold, but I haven't had a single chance to communicate directly with anyone via live chat in the last three days because I can't open it. I would really appreciate a response and hope you can help me. I've attached my email and the transactions since I sent the email below. In my opinion, it's unacceptable to keep people waiting... when even the subject of the email is: My account is blocked.

Thank you in advance!

Best regards

Levin Laubhan

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Casino Analyst & Complaint Specialist

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9 months ago

Dear levinsge14,

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 I can better understand the situation.

Could you please forward the exact self-exclusion request email to me? Please share the information to my email at katarina.d@casino.guru.
Could you please advise when was the last time the casino allowed you to deposit?
Could you please provide the date of your initial self-exclusion request?

I would recommend that you send yet another request, but this time, include me in the copy of your email.

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 due to gambling problem

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."

Please send another email to casino email support@kingmaker.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

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,

Katarina

Dear levinsge14,

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 I can better understand the situation.

Could you please forward the exact self-exclusion request email to me? Please share the information to my email at katarina.d@casino.guru.
Could you please advise when was the last time the casino allowed you to deposit?
Could you please provide the date of your initial self-exclusion request?

I would recommend that you send yet another request, but this time, include me in the copy of your email.

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 due to gambling problem

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."

Please send another email to casino email support@kingmaker.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

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,

Katarina

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Germany

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9 months ago

Original

Translation

Dear Katarina,

Thank you for your prompt response. I greatly appreciate your support in this matter.

I would like to inform you that I was able to make a deposit of €100 last night in four separate transactions—approximately 24 hours after I requested immediate account closure via email. I understand your suggestion that an immediate closure may not be immediate. However, the subject line of my email was clearly worded "Account Closure," which I believe leaves no room for misunderstanding.

At the beginning of the year, I had already been banned from Jackpot Frenzy Casino, which, like Kingmaker Casino, is operated by Rabidi NV and has the same license number 8048/JAZ. Despite this ban, I was able to register and play again at Kingmaker Casino using the same personal details, email address, and device. This should not have been possible due to the existing ban.

In total, I deposited €450 (Kingmaker Casino) and lost, even though I shouldn't have been allowed to play due to my previous ban and known gambling addiction. I therefore believe I have a legitimate claim to a refund of this amount.

I therefore ask you to:

Refund of the €450 lost due to inadmissible participation in the game despite an existing ban.

Permanently block my account and all accounts at casinos operated by Rabidi NV to prevent future gaming participation.

Thank you in advance for considering my request and for your support.

I will now send you the email.

Best regards

Levin Laubhan

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Casino Analyst & Complaint Specialist

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9 months ago

Dear levinsge14,

Thank you for your message and for the email. I apologize for the delayed response. I was on sick leave and unable to reply.

However, according to the email you have sent me, you requested the self exclusion on the May 26th. Is there any other self exclusion request that was sent prior to this one, please? If so, could you please send it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

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Germany

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9 months ago

Original

Translation

Hello Katarina,

I forwarded the email to you on May 26th, but sent it to Kingmaker Support on May 25th at 1:56 AM. I didn't request a ban directly from this casino (before this email), as I said, only from a casino owned by the same person. I'm now banned, just like at the other casino.

I will forward you another email that was sent on time.

Best regards

I wish you a speedy recovery!

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Casino Analyst & Complaint Specialist

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9 months ago

Dear levinsge14,

thank you for your message and for your email.

Due to the timing of your self-exclusion request on a Saturday night, and considering potential staffing levels on Sunday, it is possible that your account remained open for a short period. As self-exclusion requests are processed manually, please allow a few days for complete processing. While we understand this is not the optimal experience, online casinos often receive numerous such requests daily, making a few days' processing time reasonable.

Has your account been closed in the meantime, please?

Looking forward to your reply,

Katarina

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Germany

Public

9 months ago

Original

Translation

Hello Katarina,

Yes, my account has now been closed.

I understand your reasoning, but it doesn't change the fact that I was able to continue depositing money despite the request to block my account. In this respect, I met all the requirements to get my money back. (Normally, I should even get the €450, since I was already blocked at a sister casino.)

I read the other complaints and saw that other players with the same conditions received their money back.

I ask for your help.

Thank you

Kind regards

Levin

Edited by a Casino Guru admin

Automatic translation:

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Casino Analyst & Complaint Specialist

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9 months ago

Dear levinsge14,

thank you for your message.

Have you received an account closure notification or email, please? Could you please share it either here in the thread or to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

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Germany

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9 months ago

Original

Translation

Hello Katarina,

I have sent you an email!

Best regards

Levin L*******

Edited by a Casino Guru admin

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Casino Analyst & Complaint Specialist

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9 months ago

Dear levinsge14,

thank you for your message and email.

However I believe I have not received the proper email from you. I have requested an email confirming the closure of your account. Have you received this one, please?

Looking forward to your reply.

Katarina

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Germany

Public

9 months ago

Original

Translation

Hello Katarina,

I just sent them the email, that's the only thing I received.

Thank you

Best regards

Levin L*****

Edited by a Casino Guru admin

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Casino Analyst & Complaint Specialist

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8 months ago

Dear levinsge14,

thank you for your message and email.

Could you also share your deposit history, please?

Kindly forward it to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

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Germany

Public

8 months ago

Original

Translation

Hello Katarina,

Unfortunately, I no longer have access to the account because they blocked me, but I have requested a deposit history from me via email. As soon as I receive it, I will send it to you immediately.

After my account was blocked, it was €100. I took screenshots of the €100 deposits, which I will now send you via email.

Unfortunately I don't have a screenshot of the remaining €350 I lost (minus the payouts), but as soon as I receive it I will send it immediately.

Kind regards, Levin

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Casino Analyst & Complaint Specialist

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8 months ago

Thank you very much, levinsge14, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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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Complaint Resolution Center Deputy Team Lead / Casino Analyst

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8 months ago

Hello levinsge14, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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Kingmaker Casino

Casino representative

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8 months ago

Dear Matej,

We kindly ask you to check the email we have just sent you regarding this case.

It contains relevant evidence and a full clarification of the situation.

Please don’t hesitate to get back to us if anything further is needed.

Kind regards,

Kingmaker Casino Team

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Complaint Resolution Center Deputy Team Lead / Casino Analyst

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8 months ago

I have requested additional information from the casino, then will post an update.

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Germany

Private

8 months ago

Original

Translation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Complaint Resolution Center Deputy Team Lead / Casino Analyst

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8 months ago

Dear player, after reading through your posts and e-mails provided by the casino, it seems like there is no case to be had.

According to the information from the casino and that being confirmed by the evidence you have provided, here is the rough timeline of what has happened:

26/05 you have sent a self-exclusion request from an e-mail that was not connected to your account in Kingmaker, with no personal details other than your name provided
on that same day you have deposited and gambled away money
casino followed up and on 27/05 you have provided account details to get it closed
the account has been closed within 24 hours as per the casino's responsible gambling page statement
no further deposits were made after the one on 26/05 and there was no balance at the time of the account closure on 27/05

Even if we could argue that you have given the casino your full name and they could find you that way, you have deposited and lost all the money on the same day, which would be still within the initial 24 hours during which the account needs to be closed. Since at least some responsibility needs to be placed on the players for the sake of transparency and fiar play, anything you have deposited, gambled and lost during this period was on you and is non-refundable. I thought the casino voided your account balance, which I would fight to get refunded back to you, but they have confirmed there was no balance in your account when being closed. Hence, unless you can provide some other evidence I am not aware of, this complaint will be rejected.

Also some extra information regarding your previous post:

I was banned from Germany via OASIS self-exclusion, etc.

Unfortunately, OASIS ban only applies to the online casinos licensed by German gambling authority. Kingmaker is licensed by Anjouan Gaming, so OASIS does not apply here. Sadly. However, if you go to the caisno's website and click the Anjouan validator logo at the footer, you will be taken into their license page ad if you scroll down, there is a button to get self-excluded. Have a look and see if that will be helpful in the future.

Now, I've already played at Jackpotfrenzy Casino before and wrote an email saying I'm a gambling addict and that they should close my account. Same email, same phone number, same address.

So far it seems that Kingmaker did the same and banned your account within 24 hours after clearing up the initial confusion. Despite the same owner, I believe these casinos are operated by different companies (can't confirm though and this is just my personal opinion) and nowhere on their websites is written that exclusion in one casino guarantees exclusion in all the others. That would be ideal, but so far we are not living in the ideal world. Maybe some time in the future.

I saw that other players with the same requirements were also able to be helped.

Yes, in some cases casinos takes long time before closing the account - or they void balance upon doing so. In those cases we can negotiate a return of the funds. However, unless you can provide some additional evidence that would change everything, I am afraid we won't be able to do much in your case, as the casino blocked you within their time limit, did not void any balance and the only deposit made has happened during the 24 hours that are non-refundable.

If you have further questions or evidence, please feel free to provide them here. If not, I will reject this case if there is nothing to discuss further.

Dear player, after reading through your posts and e-mails provided by the casino, it seems like there is no case to be had.

According to the information from the casino and that being confirmed by the evidence you have provided, here is the rough timeline of what has happened:

26/05 you have sent a self-exclusion request from an e-mail that was not connected to your account in Kingmaker, with no personal details other than your name provided
on that same day you have deposited and gambled away money
casino followed up and on 27/05 you have provided account details to get it closed
the account has been closed within 24 hours as per the casino's responsible gambling page statement
no further deposits were made after the one on 26/05 and there was no balance at the time of the account closure on 27/05

Even if we could argue that you have given the casino your full name and they could find you that way, you have deposited and lost all the money on the same day, which would be still within the initial 24 hours during which the account needs to be closed. Since at least some responsibility needs to be placed on the players for the sake of transparency and fiar play, anything you have deposited, gambled and lost during this period was on you and is non-refundable. I thought the casino voided your account balance, which I would fight to get refunded back to you, but they have confirmed there was no balance in your account when being closed. Hence, unless you can provide some other evidence I am not aware of, this complaint will be rejected.

Also some extra information regarding your previous post:

I was banned from Germany via OASIS self-exclusion, etc.

Unfortunately, OASIS ban only applies to the online casinos licensed by German gambling authority. Kingmaker is licensed by Anjouan Gaming, so OASIS does not apply here. Sadly. However, if you go to the caisno's website and click the Anjouan validator logo at the footer, you will be taken into their license page ad if you scroll down, there is a button to get self-excluded. Have a look and see if that will be helpful in the future.

Now, I've already played at Jackpotfrenzy Casino before and wrote an email saying I'm a gambling addict and that they should close my account. Same email, same phone number, same address.

So far it seems that Kingmaker did the same and banned your account within 24 hours after clearing up the initial confusion. Despite the same owner, I believe these casinos are operated by different companies (can't confirm though and this is just my personal opinion) and nowhere on their websites is written that exclusion in one casino guarantees exclusion in all the others. That would be ideal, but so far we are not living in the ideal world. Maybe some time in the future.

I saw that other players with the same requirements were also able to be helped.

Yes, in some cases casinos takes long time before closing the account - or they void balance upon doing so. In those cases we can negotiate a return of the funds. However, unless you can provide some additional evidence that would change everything, I am afraid we won't be able to do much in your case, as the casino blocked you within their time limit, did not void any balance and the only deposit made has happened during the 24 hours that are non-refundable.

If you have further questions or evidence, please feel free to provide them here. If not, I will reject this case if there is nothing to discuss further.

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