The player from Germany had requested self-exclusion from the casino on June 25, 2024, due to gambling addiction but did not receive a response or account suspension. As a result, on June 27-28, the player relapsed and lost €850. They sought a refund of deposits made since June 26, 2024, and the immediate blocking of their account. The complaint was rejected because the casino closed the account within three business days, which was considered an acceptable timeframe for account closure.
Kingmaker Casino - Players self-exclusion request has been ignored.
Amount: €850
Kingmaker Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello, on June 25, 2024, I wrote an email to the casino requesting a self-exclusion due to my gambling addiction. I have neither received a response from the casino nor has my account been suspended. Currently, this is the only casino where I can play since I am banned from others.
On June 27-28, I relapsed and lost €850. This could have been avoided if the casino had fulfilled their obligations and suspended me. I would like the casino to refund my deposits made since June 26, 2024, and to block my account as I originally requested, so I do not fall back into addiction.
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3 months ago
Dear Romkaa_6,
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 responses? My email address is veronika.l@casino.guru.
Could you please confirm if you passed the full KYC verification?
Thank you very much in advance.
Best regards,
Veronika
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3 months ago
Translation
Hello, I have sent everything I have.
no I didn't do a kyc because I haven't won yet and therefore I don't have to do it
Greetings Roman
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2 months ago
Thank you for your emails. Are you still able to access your casino account or have you been self-excluded?
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2 months ago
Translation
I can no longer access my casino account. It was blocked on Friday. When I complained that I had not been blocked regarding my request for a refund of my stake, I was told to contact them via email as they are not allowed to give out any information, but I have not received a reply via email.
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2 months ago
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On 25.06.24 I sent the email with the self-lock and on 28.06.24 at 10 a.m. I was only blocked after I complained
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2 months ago
Dear Romkaa_6,
You requested self-exclusion on June 25. The casino closed your account on June 28, which is three business days later. At Casino.Guru, we believe that accounts of players with gambling issues should be closed as soon as possible. We consider the period of three working days to be acceptable for account closure. I am very sorry, but since your account was closed relatively quickly, we believe you are not entitled to receive a refund. Unfortunately, I am forced to reject your case. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
