Kingmaker Casino - Player's self-excluded account has been reopened.

Hello.On 04 September 2024 i made a succesful request of permanent self-exclusion(for reasons of addiction as i explained) to the support team of casino Kingmaker.On 25 April 2025, without asking for any reactivation, or without contacting customer support to reopen my account, i found out that i could log in to my account(my previous account,didn't open a new one) and the result was to lose money.

Believing that this was a violation of self-exclusion term, could you please help me?

Dear Christos_min,

Thank you very much for submitting your complaint. I’m sorry to hear about this distressing situation.

Could you please help us by providing:

• Details of how and when you submitted your permanent self-exclusion request on 04 September 2024 (e.g., email, live chat, support ticket) and any confirmation you received (such as an email, ticket number or screenshot)
• Information on when and how you discovered you could log in again on 25 April 2025, and whether you immediately alerted Kingmaker’s support to report the breach
• Copies of any communications you’ve had with Kingmaker about this issue, including support replies, chat transcripts or reference numbers

If you could forward all relevant emails, screenshots or chat logs to petronela.k@casino.guru, it would greatly assist our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello and thank you for replying.

I have sent you the mails about the self exclusion request and its acceptance.I have also sent you the mails from my recent communication with the casino.

I discovered that could log in while i was checking previous bonus mails in my email.Having requested self exclusions from a large number of casinos, i never contact with the support.Either i log in or make new account.Unfortunatelly, that's the problem of the persons with addiction(I mean if you have the clear mind to contact with support, probably self exclusion wouldn't be needed).

Thank you very much, Christos_min, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Christos_min,

My name is Kubo, and I’ll be handling your complaint from this point forward. I’m sorry to hear about the issue you’re facing, and I’ll do my best to assist you.

If there have been any updates since the last communication, please feel free to share them with me.

I would also like to invite the representatives of Kingmaker Casino to join this discussion and provide any relevant information that could help resolve the matter.

Dear Kingmaker Casino,

Could you please provide detailed information regarding this case and explain why the player’s account was reopened despite an active self-exclusion in place since September 4, 2024? Additionally, I would appreciate clarification on the next steps you intend to take to resolve this issue.

Thank you in advance for your response.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Christos_min,

We deeply sorry for this technical issue that happened from our side. We would like to re-assure you that your account is being permanently closed from the relevant team and will not be reopened by any chance in the future. One more time, please kindly excuse us for the inconvenience caused.

Thank you for your understanding and we wish you a great day!

Best regards,

Kingmaker Casino Team

So, what happens with my money?

Dear Christos_min,

We would like to kindly inform you that we have sent you an e-mail regarding the refund of your account.

Please, take a look and provide us the available bank details needed regarding your payment via e-mail.

Thank you for your patience and we are looking forward for your response.

Best regards,

Kingmaker Casino Team

Dear Kingmaker Casino,

Thank you for your response and for taking responsibility for the technical issue on your side. I truly appreciate your cooperation in resolving this matter.

Dear Christos_min,

Could you kindly review the email from the casino and provide the requested information? Please let me know if everything is in order or if you need any assistance.

Everything's in order.I got my money back

Dear Christos_min,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo