Kingmaker Casino - La cuenta del jugador ha sido reabierta a pesar de su solicitud.

Good evening.

On July 24, 2024, I asked to close my account because I lost a lot of money and I have a gambling addiction problem. Without me asking, the casino reopened it, resulting in me losing even more money. Total 170 euros to date.

It violated the terms of responsible gaming and I want my account to be permanently closed and compensated. 24 hours later the account is still open and I am receiving invitations for promotional activities. I have not had any response in the Mail

Καλησπέρα σας

στις 24 Ιουλιου 2024 ζητησα να κλεισει ο λογαριασμος μου γιατι εχανα πολα χρηματα και εχω προβλημα εθισμου στον τζογο. Χωρις να το ζητησω το καζινο τον ξαναννοιξε με αποτελεσμα να χασω και περισσοτερα χρηματα. Συνολο 170 ευρω μεχρι σημερα. 

Παραβηκε τους ορους για το υπευθυνο παιχνιδι και θελω να κλεισει οριστικα ο λογαριασμος μου και να αποζημιωθω. 24 ωρες μετα ο λογαριασμος ειναι ακομα ανοικτος και δεχομαι προσκλησεις για προωθητικες ενεργειες. Καμμια απαντηση δεν ειχα στο Mail

Dear diakoumivasiliki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling 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;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I have sent it to you. Please check your emails. I have not had any response in the meantime.

They just closed my account.

Σας το εχω στειλει. Παρακαλω ελεγξτε τα mail σας. Δεν ειχα στο μεταξυ καμμια απαντηση

Κλεισαν μονο τον λογαριασμο μου

Thank you for your reply, diakoumivasiliki. I reviewed your email and you only said that you are spending a lot of money. Unfortunately, we cannot consider this a valid self-exclusion request, as the message needs to clearly inform the casino that you suffer from gambling addiction. If you informed the casino about your gambling problem, please forward this message to me, so we can proceed with this complaint.

Yes, but I asked to close my account and you reopened it without my permission. Is this legal? The fact that I have a lot of money means that I have a problem, otherwise I wouldn't mind if I had some left over. IS IT LEGAL THAT YOU OPENED MY ACCOUNT AGAIN WITHOUT ME ASKING FOR IT??

Ναι αλλα ζητησα να κλεισει ο λογαριασμος μου και εσεις τον ξαναανοξατε χωρις την αδεια μου. Ειναι νομιμο αυτο? Οτι χανω πολλα χρηματα σημαινει οτι εχω προβλημα αλλιως δεν θαμε πειραζε εαν μου περισσευαν. ΕΙΝΑΙ ΝΟΜΙΜΟ ΟΤΙ ΑΝΟΞΑΤΕ ΞΑΝΑ Τ ΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΧΩΡΙς ΝΑ ΤΟ ΖΗΤΗΣΩ??

IN ADDITION, NOW THAT I HAVE RECEIVED THE ACTIVATION, YOU ARE SENDING ME PROMOTIONAL MAILS AND SMS AGAIN. AND NOW THAT I SAID AGAIN THAT I HAVE A PROBLEM AND TO CLOSE THE ACCOUNT AGAIN. I ASKED YOU TO STOP SENDING ME PROMOTIONAL MESSAGES BUT YOU CONTINUE TO DO IT

ΕΠΙΠΛΕΟΝ ΚΑΙ ΤΩΡΑ ΠΟΥ ΞΑΝΑΕΝΗΜΕΡΓΩΣΑ ΠΑΛΙ ΜΟΥ ΣΤΕΛΝΕΤΕ ΠΡΟΩΘΗΤΙΚΑ MAILS KAI SMS. AKOMA KAI ΤΩΡ ΑΠΟΥ ΤΟ ΞΑΝΑΕΙΠΑ ΟΤΙ ΕΧΩ ΠΡΟΒΛΗΜΑ ΚΑΙ ΝΑ ΤΟΝ ΞΑΝΑΚΛΕΙΣΕΤΕ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ. ΣΑΣ ΖΗΤΗΣΑ ΝΑ ΣΤΑΜΑΤΗΣΕΤΕ ΝΑ ΜΟΥ ΣΤΕΛΝΕΤΕ ΠΡΟΩΘΗΤΙΚΑ ΜΥΝΗΜΑ ΑΛΛΑ ΣΥΝΕΧΙΖΕΤΕ ΚΑΙ ΤΟ ΚΑΝΕΤΕ

They accept in my Mail that they closed my account after my request so I requested self-exclusion. They are simply playing with words here. I made a request for self-exclusion and it says in the terms that they must close it within 24 hours and that it will not reopen unless I request it. In the end, they simply want to take the money in any way without respecting the terms and especially from players who state that they have lost a lot. They deliberately opened their account again. I will file a complaint with the competent authority today and send an email to that they violated the terms

Δεχονται στο Mail μου οτι εκλεισαν τον λογαριασμο μου κατοπιν αιτηματος μου αρα ζητησα αυτοαποκλεισμο. Απλα παιζουν εδω με τις λεξεις. Εκανα αιτημα αυτοποκλεισμου και το λεει στους ορους οτι πρεπει να τον κλεισουν εντος 24 ωρως και οτι δεν θα ξανανοιξει εκτος εαν το ζητησω. Τελικα απλα θελουν να παιρνουν τα χρηματα με οποιον τροπο χωρις να τηρουν τους ορους και ειδικα σε παικτες που δηλωνουν οτι εχουν χασει πολλα . Επιτηδες μονοι τους ανοιξαν τον λογαριασμο ξανα. Θα κανω καταγγελια στην αρμοδια αρχη σημερα και αστειλω mail sto  complaints@curacao-egaming.com οτι παρεβηκαν τους ορους

I just filed a complaint with the relevant GIGA authority at sending all information about violations of the responsible gaming terms for the casino

Μολις εκανα καταγγελια στην αρμοδια αρχη GIGA στο complaints@curacao-egaming.com στελνοντας ολα τα στοιχεια περι παραβασης των ορων του υπευθυνου παιχνιδιου για το καζινο