The player from Germany had deposited 3070€ in the Kingmaker Casino while she was registered in the OASIS exclusion database. She complained that the Casino had not prevented her from gambling despite her exclusion status and requested a refund of her deposits. The complaint was rejected because Kingmaker Casino did not operate with a German license and therefore did not have access to the OASIS register. Additionally, the player had not directly requested self-exclusion from Kingmaker Casino.
Kingmaker Casino - Excluded player is demanding a refund.
Amount: €3,070
Kingmaker Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I request an immediate refund of my deposits on 20.05.2024 amounting to 3070€ at the Kingmaker Casino.
I was able to register for the first time at Kingmaker Casino on 20.05.2024.
I am registered with the German gambling supervisory authority responsible for this matter and in the OASIS exclusion database.
Legally, you are obliged to ensure that players who have been excluded are not allowed to participate in gambling activities. Notably, it is NOT the player's responsibility to make the provider aware of their restriction. Rather, it is the PROVIDER'S duty to check against the exclusion database BEFORE commencing gambling operations!
Consequently, I am asking you to refund my deposits of 3070€ to my bank account immediately. Your support team wrote back and confirmed that my usual player name (evidence provided in the reply email) is already registered with you! However, I did not provide this during my registration with Casino Kingmaker. Therefore, it is entirely reckless that you allowed me to register and deposit. I am appealing to Casino Guru for the fastest possible resolution.
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5 months ago
Dear Leni,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that Kingmaker Casino does not operate with a German license, therefore, it does not have access to the OASIS register valid in Germany.
Could you please advise if you informed Kingmaker Casino of your gambling addiction and requested to be self-excluded?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
Thank you for the quick processing. Kingmaker has been proven to accept players from Germany. Therefore, under these circumstances it is illegal if they do not have a German license. In Germany, the State Treaty on Gambling of 2021 regulates the framework conditions for online gambling. Legally, gambling is only permitted in online casinos that have a German license. In addition, German authorities do not recognize licenses from other EU countries. As a result, playing in online casinos that are operated under a license from Rabidi NV Curaçao, for example, is not legal in Germany. Why was I allowed to register as a German citizen anyway? Furthermore, I am blocked from various casinos that are operated under the Rabidi NV license, e.g. Bitstarz Casino, Frumzi casino, Luckyhunter, etc. due to gambling addiction. (Proof available).
The support team at Kingmaker knew my player name, which I used at all casinos. However, I did not provide it when registering. This proves that I am registered in the system and have been blocked because of gambling addiction. It is negligent and illegal not to take player protection seriously. Please provide a statement and a refund from Casino Kingmaker. Thank you very much
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5 months ago
Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Unfortunately, in this case, we are not able to help you. I can only recommend you do better research next time and play only in the casinos licensed in Germany.
Regarding your self-exclusion in other casinos owned by the same company, please note that self-exclusion is not automatic in all brands unless it's specifically mentioned on the casino website.
Please let me know if there is anything else I could do for you regarding this case, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
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5 months ago
Translation
Thank you for your reply. I would like to ask you to contact the Kingmaker Casino. I am not getting any answers from the casino's support. For me, the responsible gaming regulations in this casino are not correct. I have definitely been registered with this casino (group) with my data and information about my gambling addiction. You used my player name - which I did not provide to Kingmaker. (Support email - player name - system notification request received - as proof) I would like to ask Kingmaker Casino to be generous and refund my deposits. This is incorrect and negligent behavior. I have no other options than to contact the casino here via this platform. I would like to ask you to represent me in this matter. Kind regards
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5 months ago
I would like to help you, but we need some more information from you first.
You mentioned that you were unable to choose the usual player name that you use in other casinos from the group. Could you please provide more details on what information you saw when you tried selecting that username for registration at Kingmaker Casino? Additionally, did you register at this casino before May 20?
To clarify, did you ever submit a self-exclusion request directly with Kingmaker Casino?
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5 months ago
Translation
When I registered for the first time with Kingmaker on May 20, 2024, I was not asked for a player name. So I did not enter my usual player name there. I registered as normal with my address, first name and last name. However, when I wrote an email to support, I received a reply email from support. They had included my player name in the email. So it is clear to me that I am saved in their game database.
I have always logged out of the casinos that belong to Rabidi NV because of gambling addiction. For example, at Campeonbet Casino, which also belongs to Rabidi NV.
I would like to ask you to investigate this negligence on the part of the casino. Unfortunately, you are not acting in the best interests of gambling addicts. I request a refund. Kind regards
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5 months ago
The Terms and Conditions of Kingmaker Casino state the following:
3.8 Self-exclusion request: you can contact the customer service via e-mail: support@kingmaker.com, 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 will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. 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.
I am sorry but if you did not ask to be self-excluded from Kingmaker Casino directly, we are unable to help you get your lost deposits back.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
