Kingmaker Casino - Player's account closure request was ignored.

Ich habe am 05.02.2025 den Versuch unternommen mein Konto zu sperren, da ich spielsüchtig bin und beim Casino nicht mal ein Einzahlungslimit setzen kann.

ich bekam nur eine automatisierte Nachricht, dass mein Anliegen an den Support weitergegeben wurde und ich ging davon aus, dass mein Konto nun gesperrt ist.

Am 22.02. habe ich eine Nachricht bekommen, dass ich einen Bonus erhalten habe und habe daraufhin Geld eingezahlt.

Ich wollte mein Konto schon einmal sperren und das selbe passierte. Dies ist aber schon so lange her, dass ich die Mail und die Bestätigung nicht mehr habe und auf diesen streitwert würde ich verzichten. Auf den aktuellen Betrag aber nicht.

Dear Sophiax3,

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.

• Have you informed the casino about your gambling problems in your request to block the account?
• Have you attempted to contact the casino in other ways after your request hasn't been followed up on?
• Could you please forward your attempts to block your accounts to my email at tomas@casino.guru?
• Please include any responses you received from the casino as well.

If your account is still open, as a precaution, I would recommend you send another self-exclusion request to the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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

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 excluded immediately 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 support@kingmaker.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.

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,

Tomas

Dear Sophiax3,

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.

Ich habe mehrere Emails geschickt, allerdings kann ich nur noch auf eine letzte zugreifen.

Diese habe ich weiter geleitet.

Das selbe Problem hatte ich mit dem Live Chat, leider habe ich keine Screenshots mehr.

Ich habe jetzt erneut eine Mail geschickt, in dem ich die Vorlage genutzt habe.