Kingmaker Casino - Player’s account closure request is denied.

I've been playing at this casino for about 6 months. Things generally go well, but there are a couple of issues to highlight. No matter how much I deposit, they don't give any bonuses. Specifically, yesterday I deposited 1300 euros and received a loyalty bonus of just 10. Additionally, I've put thousands of euros into this casino with low bets and have never made even a euro of profit. It's all quite strange. Anyway, that's not what I was going to mention. Over the past few days, I've started treatment for gambling addiction with a very well-known Spanish association. After installing several barriers on my phones and devices, this was the only accessible casino: King Maker Casino. For this reason, I kindly asked them through the chat to close my account. They refused and told me I had to send an email to support@king, which I did on that same day. Yesterday, February 3rd, during one of my episodes of this disease—because yes, it is a disease and we should be better protected—I deposited 1300 euros. Of course, I lost everything, it was no different that day. I asked again in the chat for them to close my account, please, and they directed me to the same email again. I sent another message to the email asking them to close my account, but this time, I was less friendly, and now I am managing a complaint against this casino with the authorities of Curacao. I'm only asking that they close my account and refund the amount of yesterday's deposit. Let's remember that I've been playing for months, and they've witnessed reckless deposits in a single day of up to 4000 euros, and no one has implemented any sort of player protection.

Dear sofiagarcia21, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika, first of all, thank you for answering me so quickly. Secondly, I would like to tell you that every time I speak to them via live chat, I tell them about my problem. Although I currently have no proof of the live chats, I do have the email where I request self-exclusion . I request it urgently. I have already sent you everything by email. Thank you.

Thank you for your emails. I can see in the screenshot that you requested self-exclusion, however, you did not explicitly mention the reason behind this decision. Please note that we are only able to assist players in obtaining a refund of their lost deposits if they specifically state gambling addiction as the reason for the self-exclusion request.

The casino asked you in their response to your email for clarification on the reason for your account closure request. Have you specified gambling addiction in any of your subsequent messages?

Thank you for your cooperation. I look forward to hearing from you.

Hello, the account is not closed yet, I keep insisting but they do not close it, I have already told them on several occasions that it is because of this problem. I will send you an email

Thank you for the screenshots. To clarify, am I correct in understanding that you mentioned gambling addiction only in chat on 4 February 2025, that is, after you made the 1300€ deposit and played it away?

Yes, to this day they still haven't closed my account and I have deposited 1400 more, I have tried to beg them to close my account but they don't do anything

Thank you for your reply. Unfortunately, since you mentioned gambling addiction for the first time only after you lost your deposit, we won’t be able to help you recover the refund. Please note that we can only assist in cases where the player directly states that they suffer from gambling addiction and the casino does not block their account but allows them to continue depositing and playing.

In your case, we can only help you close your account if you are interested.

When applying for self-exclusion, it’s essential to clearly state the reason for your request and specify the time period. Also, make sure to mark the email subject in a clear and recognizable way, as casino support typically handles many requests each day. A visible subject will help ensure your request is processed promptly. Additionally, I strongly recommend saving your self-exclusion request as proof.

Here’s an example template for your reference:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings [Casino Name],

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period."

Please fill out this form, send it to the casino at support@kingmaker.com, and add my email address, veronika.f@casino.guru, in the CC field.

I am telling you that after I said I had a gambling addiction, they let me continue depositing, specifically on Friday the 14th I deposited 1400 euros. I understand that the first time it was not valid, but after begging them to block my account and telling them why, they did not do it either and I continued betting. Could you help me please?

Thank you very much, sofiagarcia21, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.

Hello sofiagarcia21,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kingmaker Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear sofiagarcia21,

We would kindly request to check our offer provided via email.

Thank you in advance.

Kind Regards,

Kingmaker Team

Hi, could you tell me what email you are writing to? I haven't received anything.

I have already reviewed the offer and have already responded to them as non-compliant, I will continue to report if they send me another proposal.

I am updating you on my situation, the casino has made me an offer to return half of what I am claiming. Obviously I have refused. I understand that at the moment they are proposing something it is because they accept their guilt, right? I have replied proposing another amount but they have stopped answering my emails. It has been about 48 hours since the last communication with the casino via email. What should I expect to be returned to me, Guru casino? Do you think it is fair that they offer a smaller amount than what I deposited after communicating my addiction? Could you guide me on how to act and proceed? Thank you.

Dear sofiagarcia21,

I have sent you and email.

Dear sofiagarcia21,

We are pleased to inform you that your refund is in process.Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

Dear sofiagarcia21,

Please let me know here in the thread as soon as you receive your refund, so I can close this complaint as resolved. I will be waiting to hear from you.

Dear sofiagarcia21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.