Kingmaker Casino - Jugador solicita reembolso luego de que su cuenta debería haber sido cerrada.

Hello,

I registered with Kingmaker at the beginning of April. On April 18, I informed the live chat that I was addicted to gambling and that my account needed to be blocked. I was referred to the support email. So, on April 18, I sent an email requesting that my account be blocked (see attachment). This request was ignored. I've been able to continue depositing without issue for the past ten days and even became a VIP player. I would now like to reclaim the amount I've lost since April 18. That should be possible in this case, right? I haven't contacted the casino yet. I wanted to ask for your opinion.

Hallo,

Ich habe mich bei Kingmaker angemeldet Anfang April. Am 18.4 habe ich dem Live Chat mitgeteilt, dass ich spielsüchtig bin und mein Konto gesperrt werden muss, hier wurde ich auf die Support Mail verwiesen. Also habe ich am 18.4 eine Mail geschrieben mit der Bitte meinen Account zu sperren, siehe Anhang. Dies wurde missachtet. Ich konnte in den letzten zehn Tagen weiterhin ungehindert einzahlen und wurde sogar VIP Spieler. Die verlorene Summe seit dem 18.4 würde ich nun gerne zurückfordern. Das sollte in diesem Fall möglich sein, oder? Eine Kontaktaufnahme mit dem Casino ist noch nicht erfolgt. Ich wollte euch nach einer Einschätzung fragen.

Dear Danielmuc,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 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;

Do I understand correctly that you still have access to your casino account? Have you recently tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The email could not be delivered to you. Could you please check your email address again?

die mail konnte nicht an sie zugestellt werden. können sie bitte nochmal ihre Mailadresse kontrollieren?

Further communication with the casino is desired here.

Two days after my email, this automated message arrived.

However, the account was not blocked immediately, but they asked me whether I really wanted that.

Being addicted, I of course denied it because I wanted to keep playing.

The casino's behavior is absolutely unacceptable.

If you have a gambling addiction (and that's been the case at every casino so far), a single message is enough. I sent it via live chat on April 18.

And then again by email (which I sent to you).

My VIP contact then asked me again by phone that he would like to close all emails, to which I replied in the affirmative.

Since then, I've lost approximately €7,500. The casino should have blocked my account immediately, so I'm demanding my money back.

Hier gewünscht die weitere Kommunikation mit dem Casino.

Zwei Tage nach meiner Mail kam diese automatisierte Nachricht.

Der Account wurde aber wieder nicht umgehend gesperrt, sondern es wurde nachgefragt, ob ich das wirklich will.

Da ich in meiner Sucht bin, habe ich das natürlich verneint, weil ich weiterspielen wollte.

Das Verhalten des Casinos ist absolut unzulässig.

Bei Spielsucht (und so war es bisher bei jedem Casino) - reicht eine Nachricht. Die habe ich am 18.4 über den Live Chat verfasst

Und dann nochmal per Mail (die ich euch geschickt habe).

Mein VIP-Ansprechpartner hat mich dann telefonisch nochmal gefragt, dass er gerne alle Mails schließen würde, was ich bejaht habe.

Seitdem habe ich circa 7.500 Euro verspielt. Das Casino hätte hier umgehend meinen Account sperren müssen, daher fordere ich das Geld zurück.

When can I expect feedback?

wann kann ich mit Feedback rechnen?

Thank you for your reply, Danielmuc. My email address is correct and working. Please try sending everything again. Also, you didn't clarify if you currently have access to your casino account. Thank you.

Hello, I have listed all the information above.

An email is therefore no longer necessary.

and yes, I still have access and can play

Hallo, ich habe oben alle Infos aufgeführt.

Eine Mail ist daher nicht mehr notwendig.

und ja, ich habe nach wie vor Zugriff und kann spielen

Unfortunately, in order for us to proceed with this case as a failed self-exclusion, we need to see the initial self-exclusion request. Can you please post it here?

Dear Danielmuc,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru

We’ve reopened this complaint at the request of Danielmuc. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Can you please give us a brief update on the current situation?

Dear Danielmuc,

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.

And as I said: the request for blocking was actually ignored. This means the casino is violating its own terms and conditions. All deposits must therefore be refunded.

und wie gesagt: der anstrag für sperrung wurde eigentlich ignoriert. damit verstößt das casino gegen die eigenen Bedingungen. Alle Einzahlungen sind daher zu erstatten

What are the next steps? What will happen? Have you ever successfully reclaimed payments from Kingmaker?

Was sind jetzt die nächsten Schritte? Was wird passieren? Haben sie schon einmal erfolgreich Zahlungen zurückfordern können bei Kingmaker?

Hello Danielmuc,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Danielmuc, for your cooperation, and I apologize for the delayed response. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Danielmuc,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Kingmaker Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Kingmaker Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Danielmuc,

Thank you for bringing this matter to our attention.

Please be assured that we have launched an immediate internal investigation regarding your case, and your account has now been permanently closed.

We kindly ask for a little more patience while we carefully review the details.

We will follow up with a full update as soon as possible.

Thank you for your understanding.

Best regards,

Kingmaker Casino Team

Hello Kingmaker Casino,

The date of self-exclusion was April 18th - you were informed of this via live chat and then via email.

You didn't close my account, but instead encouraged me to continue playing by assigning me a VIP manager who offered me deposit offers almost daily. This isn't legal, not only in light of your terms and conditions. The fact that I revised the exclusion myself days later is irrelevant. As soon as an addiction is reported to the casino once, an exclusion must be issued.

I am therefore demanding the return of all losses incurred since April 18th - I will pursue this with legal counsel if necessary, but I would like to give you the chance to offer me a solution.

For this purpose, I ask you to list the losses since April 18th (deposits minus withdrawals) and show them here.

Hallo Kingmaker-Casino,

das Datum des Selbstausschlusses war der 18.4 - euch wurde dies per Livechat und anschließend per Mail mitgeteilt.

Ihr habt das Konto nicht geschlossen, sondern mich weiter zum spielen animiert, in dem ich einen VIP Manager bekommen habe, der mir quasi täglich angebote zur einzahlung gemacht hat. Das ist nicht nur mit Blick auf eure AGBs nicht rechtens. Dass ich den ausschluss selbst tage später revidiert habe, spielt hierfür keine rolle. Sobald eine sucht dem casino einmalig mitgeteilt wird, muss ein Ausschluss erfolgen.

Ich fordere daher alle Verluste seit dem 18.4 zurück - werde dies notfalls auch anwaltlich vorantreiben, möchte euch aber die Chance geben mir eine Lösung anzubieten.

Hierfür bitte ich euch die Verluste seitdem 18.4 (Einzahlungen minus die Auszahlungen) aufzulisten und hier aufzuzeigen.

Dear Kingmaker Casino,

I’m following up after a week to check if there have been any updates regarding the case. Could you please share the outcome of your review or let me know if any further information is needed from the player's side?

Thank you for your time and assistance.

Dear Kubo,

We would like to provide a brief update regarding this case.

An agreement has been reached between the player and our team, which has been mutually accepted and successfully executed.

We thank the player for their cooperation and understanding throughout the process.

Kind Regards,

Kingmaker Team

Dear Kingmaker Casino,

Thank you for letting me know.

Dear Danielmuc,

Could you please confirm the information provided by the casino in their latest message? Once confirmed, we can proceed with closing the complaint.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Danielmuc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo