Kingmaker Casino - La cuenta del jugador ha sido reactivada sin consentimiento.

Good evening,

This casino reactivated my account without my consent, I asked for self-exclusion in December and these srs reactivated the account.

Boa noite,

Este casino reativou a minha conta sem o meu consentimento, pedi autoexclusão em dezembro e estes srs reativaram a conta.

Dear carla371990,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation you're facing with the casino reactivating your account without your consent. To help us better understand what happened and to resolve the issue, could you please answer the following questions:

• Was your self-exclusion request for a specific period of time or was it permanent?
• Did you receive any confirmation from the casino about your self-exclusion request?
• Could you please confirm the reason you provided for the self-exclusion request in December?

If you have any relevant communication, please feel free to forward it to me directly at petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with the case and find a resolution. I look forward to your reply so we can help you in this matter.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply, and we will investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I requested permanent self-exclusion for reasons of gambling addiction, and the casino replied saying that my account had been canceled. (I've attached a printout of the email)

They reactivated my account and send advertising emails.

By the way, I'd like to point out that this is happening to other casinos too, not just frumzi.

I'm afraid my data isn't safe.

Best regards,

Carla G********

Foi solicitado a auto exclusão permanente por motivos de vício de jogo, e houve resposta do casino a dizer que a minha conta estava cancelada. ( Coloco em anexo o print do email)

Ativaram novamente a minha conta e enviam emails com publicidade.

Já agora reforço que está a acontecer isto com outros casinos também, não só com o frumzi.

Tenho receio que os meus dados não estejam seguros.

Com os melhores cumprimentos,

Carla G********

Hi carla371990,

Thank you for your reply and for clarifying the situation. I’m sorry to hear that this is happening not only with Frumzi but also with other casinos.

To assist you further, could you please forward the email request for self-exclusion that you made in December, as well as the confirmation you received from the casino regarding the cancellation of your account?

This will help us better understand what happened and take the appropriate steps to resolve this issue.

Looking forward to hearing from you.

Dear carla371990,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.