The player from Germany had filed a complaint against Kingmaker Casino for failing to close his account despite multiple self-exclusion requests, which had resulted in significant financial losses. He had sought a written confirmation of his self-exclusion, access to his transaction history, and reimbursement for losses incurred after his initial request. The issue had remained unresolved as the casino did not take appropriate action despite acknowledging the player's gambling problem and the failure of their email communication. The Complaints Team had concluded that the casino's self-exclusion procedures were inadequate, and the player was entitled to compensation for the losses incurred during the period his account remained open. The complaint had later been reopened at the casino's request, but the casino maintained that the player did not comply with their self-exclusion procedure, resulting in the complaint being closed again without resolution.
Kingmaker Casino - Player’s account remains open despite self-exclusion requests.
Failed self-exclusion
Black points: 23,055
Amount: €40,000
Kingmaker Casino
Safety Index:LowCase summary
Dear CasinoGuru Team,
I would like to file an official complaint against Kingmaker Casino because my account was not closed despite multiple and verifiably clear self-exclusion requests. This resulted in significant financial losses and, in my opinion, represents a gross violation of player protection regulations.
On **04 February 2025** I sent for the first time an email to [email protected] I requested **immediate and permanent closure of my account**. As a result, I have sent **more than 14 emails** to date, all with the same request – clearly documented and verifiable. I was already told in the live chat at the time that I should contact support via email, which I naturally did.
**Despite all these attempts, my account was not blocked.** I received no response, no feedback, and no implementation of my self-exclusion. At that point, I was already excluded via the German OASIS exclusion system and actively tried to protect myself further – but the casino completely ignored my desire for protection.
As a result of this breach of duty, I continued to have access to the casino and suffered **significant financial loss**. It is completely incomprehensible why a casino with international reputation repeatedly ignores documented requests from a customer for self-protection.
Additionally, I have repeatedly asked for my **transaction history** to be made available to me – again, I have received **no response**.
On this basis, I call for:
1. A **written confirmation of my self-exclusion** with immediate account closure.
2. The complete **transmission of my account transactions** (deposits, losses, profits).
3. **Reimbursement of all losses** incurred after February 4, 2025, as they occurred in violation of my verifiable protection requests.
I am happy to provide all email receipts and other documents.
I thank you for your support in this matter – especially in the interests of responsible gaming and consumer protection.
Best regards
Florian R.
Dear f.roth,
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).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Regarding your request for a comprehensive report of your deposits and withdrawals, we are unable to assist you. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard.
Thank you in advance for your cooperation.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Dear Veronika,
thank you again for your response regarding my complaint against Kingmaker Casino.
Following your request, I am now submitting a complete and clearly documented timeline of my repeated self-exclusion requests.
These messages span from February 4, 2025 to April 30, 2025 and include over 15 emails and chats, in which I explicitly asked for my account to be closed immediately due to gambling addiction and to protect my mental well-being.
Some key examples:
- February 4: "Please delete my account because of gambling addiction."
- February 9: "I kindly ask you to process this request without delay and ensure I am permanently excluded."
- March 12: "Please please close my Account because of gambling addiction! Please immediately!"
- March 19: "Bitte schließt mein Konto aufgrund von Spielsucht."
- April 30: "We have repeatedly requested that my account be permanently closed... this situation is serious."
Despite these clear and urgent messages, I never received any confirmation, and my account remained fully active. In some cases, I was even contacted with cashback or promotional offers. This is an outrageous failure of responsible gambling obligations.
I sent all relevant emails and screenshots to your Mail Adress, which clearly document my efforts. The deliberate inaction by the casino directly contributed to continued gambling and significant financial harm – harm that could and should have been prevented.
I respectfully ask for this complaint to be reviewed accordingly and for the casino to be held accountable for this unacceptable conduct.
Thank you for your ongoing support.
Best regards
Thank you very much, f.roth, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear f.roth,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Kingmaker Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Kingmaker Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?
Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
Dear f.roth,
We would kindly like to apologize for the delay and any inconvenience this may cause.
Please be assured that we are working with high priority on your case.
We will inform you with further updates as soon as possible.
Thank you for your patience and understanding.
Best regards,
Kingmaker team
Dear Kingmaker Casino,
I’m following up after a week regarding the ongoing review. Could you please provide an update on the status of the case? Additionally, we would appreciate any available details as well as your recommendations for the next steps.
Thank you for your time and support. I look forward to your response.
Dear f.roth,
As per checking your account, we were unable to locate any email account closure requests. We were only able to locate account closure requests via chat.
You were advised by customer support to kindly send us an email to [email protected], as closure requests must be submitted there. This is in regards to the following point of the General Terms and Conditions:
3.7 :- Closure of your account: You may request the closure of your account at any time by sending an email to customer support at [email protected], subject to the following conditions:
- You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
- In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.
Therefore, your account still remains open. However, if you did send closure account email requests, we would kindly ask you to please share the screenshots of teh closure requests you are referring to.
We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number so we can check and help you accordingly.
Best regards,
Kingmaker team
Dear Kingmaker Casino,
Thank you for your response and for the clarification.
The player has provided us with extensive correspondence, including both email and live chat exchanges with your support team. Given that the player is using a custom domain and his own mail server, it is possible that the issue may lie there.
Could you kindly confirm whether you have ever received any email communication from this player?
Additionally, I would like to address your reference to Rule 3.7 in your recent message. From our perspective, conditioning account closure on the presence or absence of a balance - particularly in the context of responsible gambling and self-exclusion - is highly unfair. Equally concerning is the potential forfeiture of the player’s balance should they insist on closing the account under such circumstances.
When a casino becomes aware of a player experiencing gambling-related harm, it has a responsibility to take prompt and appropriate action to protect that individual - ideally by implementing self-exclusion measures without delay. While this rule may be reasonable for standard account closure procedures, applying it in responsible gambling cases directly contradicts the intended purpose of such policies and the commitments they entail.
For this reason, we cannot accept this rule as a valid explanation for why the player’s account has not yet been closed. Moreover, your acknowledgment that the account remains open - despite the player’s clear communication and the existence of this complaint - raises serious concerns regarding your approach to responsible gambling.
I look forward to your response and a resolution aligned with best practices in player protection.
Dear Kubo,
We would like to draw your attention to the following points of the General Terms and Conditions, which the player accepted when creating the account on our website:
3.8 :- Self-exclusion request: you can contact the customer service via e-mail: [email protected], and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.
We acknowledge that the player has indicated the submission of multiple emails to our team. However, upon further investigation, we can confirm that we have not received any correspondence from the player.
We remain committed to assisting you in this matter. Consequently, we kindly request that f.roth ensure that whenever an email is sent to our support, the customer receives a confirmation email containing the "reference number." Additionally, we would appreciate it if you could provide the reference number so that we may review the situation and offer you the necessary assistance.
We will kindly wait for the reference number.
Kind regards,
Kingmaker team.
Dear Kingmaker Casino,
Thank you for your clarification and for reiterating the relevant rules. However, it’s important to highlight that the player in question did, in fact, send multiple emails to the provided address and has supplied evidence of doing so. Unfortunately, he did not receive a response to any of them.
Given the complete lack of response, it seems likely that these messages were never received on your end. This may potentially be due to the player's email domain. Could you please confirm whether your mail server is configured to reject messages from certain domains or lesser-known email providers (or own domains)?
When the player did not receive any replies to his initial emails (sent on February 4 and February 9) he turned to your live chat on March 2, making another clear request to close his account due to a gambling problem. While your live agent correctly advised him to submit the request via email as outlined in your Terms & Conditions, the player made it clear that he had already done so without success. Your agent acknowledged this and emphasized your casino’s commitment to responsible gambling, assuring the player that the request would be forwarded to the relevant department.
Despite that assurance, no action was taken. The player received no confirmation, his account was not closed, and his repeated requests were effectively disregarded. He followed up again by email the next day, without any result. On March 11, he contacted your live chat once more, reiterating his request, and again received assurances that the issue had been escalated - yet nothing changed.
This pattern continued, with the player persistently reaching out and receiving no meaningful response. As of today, his account remains open.
In light of this, I must ask: what exactly does your stated commitment to responsible gambling entail? From the information provided, your team was fully aware of the player's self-reported gambling problem but failed to take the appropriate action. Instead, the player was allowed to continue depositing and playing - something that is wholly unacceptable and fundamentally at odds with responsible gambling principles and also with our position and our Fair Gambling Codex.
I would appreciate your response regarding how this situation aligns with your internal policies and regulatory responsibilities regarding player protection.
Thank you.
Dear all,
We are checking the matter with our relevant department. We will inform you as soon as we have an update from them.
Your patience is truly appreciated!
Best regards,
Kingmaker team
Dear Kingmaker Casino,
I would like to bring to your attention that the account of a self-identified addicted player remains active, despite multiple notifications regarding his condition. This raises serious concerns from a responsible gambling perspective.
I strongly urge you to take immediate action by restricting the player's ability to deposit and play while the matter is under investigation. Allowing continued access in these circumstances risks further harm to the individual and reflects poorly on your commitment to responsible gambling practices.
Please also note that failure to take timely and appropriate action may negatively impact your Safety Index rating on our platform, if the complaint remains unresolved.
Thank you for your prompt attention to this matter.
Dear all,
We can confirm that f.roth's account has been closed and will remain closed.
As stated before, we can confirm that we have not received any correspondence from the player after a thorough investigation.
Therefore, we believe that we are not liable to any refund.
Thank you for your understanding!
Best regards,
Kingmaker team
Dear Kingmaker Casino,
Thank you for finally taking the appropriate actions. However, as stated and supported by the evidence, your customer support has acknowledged the player’s gambling problem and the issue with non-receipt of emails on multiple occasions. Therefore, your claims that you have not received any correspondence are not entirely accurate. Could you please clarify why the player’s case was not escalated by the support agent as promised?
From our perspective, the player followed the instructions provided by the live chat and even followed up after discovering that his request had not been acknowledged. Despite this, the support agent did nothing to assist other than provide copy-pasted instructions that the player had already followed. Even after acknowledging that the player had sent an email with his request, support did not check for it or escalate the issue as claimed.
These actions suggest a failure to apply the protective measures that the casino asserts it is committed to upholding.
I look forward to your explanation.
Dear Kubo,
We would like to inform that we have checked all possible sources and did not find any emails sent by the customer, where account closure was mentioned. The official procedure for account closures was, and still is, by sending an email.
As mentioned before, whenever an email is sent to our support, the customer always receives a confirmation email with the "reference number". The customer must provide this for us to locate the previously sent emails.
Therefore, we kindly ask f.roth to send us screenshots of all email requests along with their reference numbers. Please make sure all the relevant information is visible on the screenshots - Date, full recipient address, full sender address, body of the email, etc.
We would also like to mention that at no point did the customer provide us with any proof of sending those emails. If such proof was provided, we would have acted accordingly and conducted an investigation sooner.
Best regards,
Kingmaker team
Dear Kingmaker Casino,
I must express my concern that our previous correspondence seems to be going in circles. This is now the fourth instance where my specific inquiries have been overlooked, with your responses repeating the same statements rather than addressing the actual issue.
To summarize clearly, one last time:
- The player acknowledged that their emails may not have reached you.
- In response, they reasonably turned to your live chat support, where they were twice assured that their case had been escalated to the relevant department.
- Despite these assurances, no action was taken, and the player’s account remained open for another six months.
This handling is inconsistent with the principles of responsible gambling. The player did the right thing by seeking help, yet your failure to act on the acknowledged gambling problem left them exposed to continued losses.
Given these circumstances, we believe the player is entitled to appropriate compensation for the losses incurred after he disclosed his gambling problem and was assured that escalation had taken place - assurances which, clearly, were not followed through.
Accordingly, I kindly request that you provide the following:
- Evidence of the player’s account balance as of March 3.
- A full record of the player’s deposits from that date onward.
We expect your cooperation in resolving this matter fairly and in line with responsible gambling commitments. Feel free to send requested evidence to my email address at [email protected].
Thank you, and I look forward to your prompt response.
Dear Kubo,
The matter is still being checked by the relevant department. You will be informed as soon as we have an update!
Thank you for your patience!
Best regards,
Kingmaker team
Dear Kingmaker Casino,
I am following up after a week regarding your internal checks. Could you please provide any updates on the matter?
Thank you.
Dear Kubo,
Unfortunately, we have no update from our internal checks yet. We are truly sorry to bring you those news.
Best regards,
Kingmaker team
Dear Kingmaker Casino,
Unfortunately, under these circumstances, I have no choice but to close this complaint as unresolved due to a failure in your self-exclusion process. From our perspective, the player acted appropriately by promptly reaching out through available channels after discovering that his self-exclusion request had not been received. Despite clearly acknowledging the player’s gambling problem and providing assurances that his request would be addressed, no action was taken. This left a vulnerable individual without the necessary support, which is entirely inconsistent with the purpose and commitment of responsible gambling policies.
If you wish to address this matter in the future, you are welcome to request a reopening of the complaint. However, please note that our position remains unchanged: this failure lies with your self-exclusion procedures. The only fair resolution, in our view, would be to refund the player’s losses incurred after his self-exclusion request was ignored or to reach a suitable agreement with him.
Thank you for your understanding.
Dear f.roth,
I’m truly sorry that we were unable to achieve a favorable resolution in this instance. As I mentioned, if the casino decides to revisit this matter, I will gladly reopen your complaint and do everything I can to negotiate a fair outcome on your behalf. However, at this stage, we have exhausted all options and the timeframe has expired. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.
Best Regards,
Kubo
Hello Everyone,
We’ve reopened this complaint at the request of Kingmaker Casino. Our goal is to provide both parties with another opportunity to reach a fair and satisfactory resolution.
Dear Kingmaker Casino,
I trust that your internal review from September has now been completed. Could you please provide us with an update on the outcome or any relevant findings?
Thank you for your cooperation.
Dear Kubo,
We would like to inform you that the case is under review from our side and we will be back with an update in the nearest time possible.
Your patience and understanding is highly appreciated!
Best regards,
Kingmaker.com
Dear Kubo,
Thank you for your patience.
After carefully reviewing the case, we concluded that the player did not comply with our self-exclusion procedure, as outlined in our Terms and Conditions:
3.8 Self-exclusion request: you can contact the customer service via e-mail:
[email protected] and we will assist you in closing your account. Furthermore, it is
your responsibility to notify the Company of any other accounts you may have with us, and to
refrain from opening any new accounts. The Company shall not be liable for potential losses
on other accounts. We are not liable for any losses or damages which could be potentially
caused by gambling.
Taking this into consideration, we believe there is no basis for a refund, as the request was not submitted as per our Terms and Conditions.
If any further information is required, please let us know.
Kind regards,
Kingmaker Team
Dear Kingmaker Casino,
This is quite a surprising outcome, especially considering that you requested to have this complaint reopened with the intention of "trying your best for the resolution."
Since our position remains unchanged, I will proceed to close the complaint again with the original classification.
Dear f.roth,
I apologize for any confusion this may have caused.
