Kingmaker Casino - Player wants to recover deposits from a closed account.

Good evening, I would like to request from the casino in question just the deposits made to offset the winnings for a total of 3000 euros.

It is a Curacao-based casino that does not have an AAMS license, and Italy (my country) considers it illegal.

Is there anything I can do? I also have an active self-exclusion in Italy, but this is not taken into account abroad.

I know it's an illness and I need to get help. But I would like to get back the money from these deposits (which would be just a small part of what I've spent in my entire life).

Thank you, regards.

Dear Ciccio17,

Thank you very much for submitting your complaint. I’m sorry to hear about your situation and the challenges you are facing. I truly understand how difficult this must be for you, and I appreciate your courage in seeking assistance.

To better understand your case and determine how we might assist, could you please provide the following details?

• Have you ever informed the casino in question about your gambling problem or requested any form of self-exclusion from their platform?
• Could you clarify if your request for a refund is solely based on the casino operating without an AAMS license in Italy?
• Could you provide the exact URL of the casino website? This will help us identify the casino and review its terms and conditions, as well as any policies related to problem gambling or deposit refunds.
• Did you communicate with the casino regarding your situation and your request for a refund? If so, could you share any responses or correspondence you’ve received?

It’s important to note that while we can mediate on your behalf, refunding deposits often depends on whether the casino was made aware of your gambling problem and if they have specific policies in place for such cases. If the request is based solely on the casino’s licensing status, we may have limited capacity to assist.

If you have any relevant documentation, emails, or other communication that might help us with your case, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial to help us proceed with this case effectively. Without your input and the requested information, we won’t be able to move forward or advocate on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Good morning, thanks for the quick response.

So the site is https://kingmaker1010.com/it/

I never mentioned to them, before the complaint, that I have a self-exclusion in Italy.

I asked him via email for a refund net of winnings for a total of €2500.

The reason given is both that I have a self-exclusion in Italy and the second that they operate without aams license and in Italy it is illegal. I forward you the email that I sent them thanks

Hi Ciccio17,

I’m sorry for the delayed response to your complaint.

Thank you for providing additional details and forwarding your communication with the casino.

Based on the information you shared, it seems you first contacted the casino about a refund on January 2nd, and your account was closed the following day. Unfortunately, since the casino was not informed of your gambling problem or self-exclusion before this request, it significantly limits our ability to assist.

Regarding the casino’s lack of a license, we acknowledge this is concerning, but it is unlikely to be a valid basis for requesting a refund. Refunds are typically granted only when a gambling issue was communicated to the casino in advance, and they failed to take appropriate action. In this case, it seems they acted promptly once you reached out.

While I understand how frustrating this must be, without prior communication of your gambling problem, there is little we can do to support your claim. That said, I highly recommend using BetBlocker, a free tool that helps block access to gambling websites. It’s quick to install, supports multiple devices, and can be tailored to restrict access during vulnerable periods. You can find more information here: BetBlocker.

If there are any key details I may have missed, please let me know.

Otherwise, I will be forced to reject your complaint as unjustified.

I truly wish I could do more to assist you and appreciate your understanding.

Dear Ciccio17,

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.

Dear Ciccio17,

We understand how frustrating and difficult this situation must be for you. However, after carefully reviewing the details, we’ve concluded that we cannot justify your refund request. Since the casino was not informed of your gambling problem or self-exclusion prior to your request on January 2nd, and they promptly closed your account afterward, there is little more we can do to assist.

We truly regret that we are unable to provide a more favorable resolution and appreciate your understanding in this matter. If there are any key details we might have missed, please don’t hesitate to let us know.

Wishing you all the best,

Petronela

Casino.Guru