The player from Germany requested a permanent account closure due to gambling addiction in December, but the account was reopened without her consent. After losing 500 euros upon reopening, she requests a refund, citing her previous communication about her gambling issues.
Kingmaker Casino - Player’s account is reopened against her wishes.
Amount: €1,065
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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2 months ago
Translation
Hello, on December 21st, I asked Kingmaker to permanently close my account due to gambling addiction (I had asked them several times before to close it, and after my last email, my account was closed). Last week, I received an email that the account was reopened and I couldn't resist the temptation, losing 500 euros. I would like to request a refund, as I clearly communicated in December that I have developed a gambling addiction and wanted the account to be closed. I hope for your support. Thank you very much!
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2 months ago
Dear zeninosilla,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gaming section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@kingmaker.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Do I understand correctly that you were able to access the same account? Are you currently able to log into your account?
Thank you very much in advance.
Best regards,
Kristina
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2 months ago
Translation
Yes, that's correct - although I asked for closure several times (first time on October 27, 2024), the account was only closed (temporarily) at the end of December. In total, I have lost around 2,500 euros since the first request to close the account. Now, when the account was reopened without my asking, I have lost 500 euros. However, I only gave gambling addiction as the reason on December 21, 2024. But theoretically, the account should have been closed 24 hours after my first request and I would not have had the loss of 2,500 euros. Attached is a screenshot of my email history with a request to close the account. PLEASE do not publish this answer!
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2 months ago
Thank you very much for your reply, zeninosilla. Well, unfortunately, we can consider requesting a refund only for those deposits that were made after you clearly informed the casino about your gambling problem.
Could you please clarify if you still have access to this account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
Hello, thank you for your feedback. I clearly informed the casino about my gambling problem on December 21, 2024. Yes, I still have access to this account. The loss I have had since then, or the deposits, are at least 500 (possibly 600 euros), which I cannot see. I have forwarded the email to you. Here is a screenshot (please do not make it public).
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1 month ago
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*Addendum: the account has since been closed. I can therefore no longer see how high the loss was after the account was reopened without authorization.
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1 month ago
Thank you very much, zeninosilla, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.
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1 month ago
Hello zeninosilla,
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
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1 month ago
Dear all,
Thank you for contacting us. Kindly be informed that we are checking the issue internally and we will get back to you as soon as possible.
Best Regards
Kingmaker Team
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1 month ago
Dear all,
Thank you for your patience. Kindly be informed that after we have conducted a thorough investigation into your claim, we have concluded to issue a refund of the 500 euro the customer is requesting. Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.
Best Regards
Kingmaker Team
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1 month ago
Translation
Dear Kingmaker team, thank you very much for your cooperation! I have already received the email. However, I would like to double check with you what amount I actually made between the time my account was reopened (without my consent) and the time it was finally closed. In my opinion, these deposits were higher than 500 euros.
Since I don't have access to my account, I can't see this. Thank you!
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1 month ago
Dear zeninosilla,
Would it be possible for you to see the amount of deposits from the bank statement? You could just filter out the payments made to the casino and add those transactions together. That would give you the full amount that you deposited to the casino.
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1 month ago
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Dear Michal,
Unfortunately, I can't say for sure based on my bank statements, as "Kingmaker" isn't noted in the transactions and I can't filter them. I think the casino should have no problem determining how many deposits I made since January 29, 2025 (the date the account was reopened without my consent).
Thank you very much, best regards
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1 month ago
Translation
Hello Kingmaker Casino,
Could I please get an answer to this:
However, I would like to double-check with you what amount I actually made between the time my account was reopened (without my consent) and the time it was finally closed. In my opinion, these deposits were higher than 500 euros.
Since I don't have access to my account, I can't see this. Thank you!
Thanks!
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1 month ago
Dear Kingmaker Casino,
Is the sum of 500 euros the full amount of the player's deposits that they made after reopening of their account?
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1 month ago
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.
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1 month ago
Dear all,
Thank you for your patience.Kindly be informed that we had double checked customer deposits and they are 1065 EUR we have concluded to issue a refund of the full amount. Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.
Best Regards
Kingmaker Team
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1 month ago
Translation
Dear Kingmaker team, thank you very much. I have received the email and have already replied with all the requested information. Now I am waiting for a response from you. Best regards
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1 month ago
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Hello, I sent the requested information to Kingmaker by email (name, bank details, etc.), but have not received any response yet.
Kingmaker wrote that once they received all the information from me, they would send me a waiver to sign. I have not received it yet.
Best regards
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1 month ago
Thank you for the update.
Dear Kingmaker Casino,
Could you give us some information about the situation?
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3 weeks ago
Translation
Hello, I received the refund today. The case can now be closed. Thank you for your help, and thank you Kingmaker Casino!
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3 weeks ago
Dear zeninosilla,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
