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

I have made multiple requests to self-exclude and permanently close my account due to problem gambling. I initially reached out via online chat and was instructed to send an email. Since then, I have sent emails on June 24, July 16, July 17, and August 7 to [email protected], and most recently on August 7 to both [email protected] and [email protected].

Despite these repeated requests, I have not received a single response. Even more concerning, after most of my emails requesting account closure, I have instead received a bonus added to my account within days. This pattern is not only inappropriate, it is predatory and exploitative of someone actively seeking help for a gambling problem.

I would like my account be permanently closed and that I be self-excluded indefinitely from their platform.

Can you help me with this, as they have been unresponsive?

Hello,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still accessible to you, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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 immediately excluded 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 [email protected] (include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

My account is still accessible. I just logged in to test it.

I have followed up several times and have not received a response. And when I tried to follow up via their chat, I was redirected to send an email.

I have made a deposit within the past 2 weeks. I also have access to make a deposit now.

I am happy to send another request. I will copy you, and will include the thread of previous requests.

Thank you

Since my most recent email request to close my account, which you were copied on, Kingmaker offered me another cash bonus.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello rj0583, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear rj0583,

Kindly be informed that your account is now closed per your request.

Dear Matej,

We kindly inform you that an email was sent to you providing all the relevant evidence.

Kind Regards,

Kingmaker Casino team

Thank you Kingmaker Casino team, for looking into this matter for us.

Dear rj0583, it seems like the original self-exclusion request sent on 7th August was not received by the casino. As they are using an automated message reception, it always sends auto message back to the sender with the ticket ID number. Have you received any notification like that after sending your message?

After sending the e-mail on 7th, have you tried to contact the casino by any other way (another e-mail or speaking to live chat) inquiring about the status of your request?

And lastly, have you sent the slf-exclusion e-mail as advised by my colleague Tomáš on 20th August? Please let me know in this thread, thank you.

I will forward all emails sent to the casino. There were several requests made. I want my money returned.

My e-mail is [email protected]. Please, let me know once the messages have been forwarded. Thank you.

Dear rj0583,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru