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

On March 29, I asked Kingmaker Casino to permanently block me and close my account due to my pathological gambling addiction. Kingmaker partially confirmed this officially, but it took months for them to actually close my account. In January, Kingmaker reopened my account without my consent or request. This was followed by further emails from me in which I clearly stated my gambling addiction. They ignored the entire process and clearly and intentionally violated their duty of care and responsibility. I contacted you two weeks ago and, for this reason, asked you to refund my losses. You have acknowledged this but have shown no willingness to negotiate or respond.

Am 29.03. bat ich das Kingmaker Casino mich unwiderruflich wegen meiner krankhaft Spielsucht zu sperren und das Konto zu schließen. Es wurde teilweise seitens Kingmaker offiziell bestätigt, es dauerte aber Monate bis sie das Wettkonto tatsächlich geschlossen hatten. Im Januar eröffnete Kingmaker ohne meine Zustimmung oder Aufforderung das Wettkonto wieder. Danach folgten weitere Mails meinerseits in den ich klar meine Spielsucht anzeigte. Sie ignorierten das Ganze und verletzten ganz klar und vorsätzlich Ihre Versntwortungs- und Sorgfaltspflicht. Ich habe Sie vor zwei Wochen kontaktiert und Sie aus diesem Grund gebeten mir meine Verluste zurückzuerstatten. Sie haben es in Kenntnis genommen aber zeigen keine Verhandlungsbereitschsft oder Reaktion.

Dear sagnol80,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. In order to better understand your situation, I’d like to ask you a few clarifying questions:

• How did you find out that your account had been reopened? Did you receive any email or other communication informing you of this?
• When was the last time the casino contacted you?
• Could you please forward the follow-up requests related to your gambling addiction that you sent to the casino after your account was reopened in January, along with any replies you received from them?

You can send this information to my email address: veronika.f@casino.guru.

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Thank you for your emails. Could you please specify the amount of money you deposited and lost between the account reopening in January and its final closure in March 2025? Have you made any successful withdrawals during this time?

Kingmaker still hasn't closed the account. All offers to resolve the issue have been ignored for four weeks. I don't have access to the transaction history at the moment, so I can't give a more precise loss balance. There have been no withdrawals since the account was reopened.

Das Konto hat Kingmaker immer noch nicht geschlossen. Sämtliche Angebote um das Problem zu lösen werden seit 4 Wochen ignoriert. Auf den Transaktionsverlauf habe ich im Moment keinen Zugriff, deswegen kann ich keinen genaueren Verlustsaldo nennen. Abhebungen gab es seit der Wiedereröffnung keine.

Hello sagnol80,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, sagnol80, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sagnol80,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I firstly want to ask you, have you deposited any new funds since the January reopening?

Dear casino representative,

could you please check the case and explain the matter to us? Why has the casino decided to reopen the player's account? In case it is still open, I would like to encourage you to close the account as soon as you are able to.

Yes, I have deposited funds since the reopening. Kingmaker mercilessly exploited my gambling addiction and, knowing full well the consequences, reactivated my account. I don't want to read an apology from Kingmaker here, but rather a decent portion of my losses. All evidence/information has been forwarded to CasinoGuru. I think you've rarely seen such an obvious case. Kingmaker is now involved in this, and I want them to honor my refund claims.

Ja, ich habe seit der Wiedereröffnung Gelder eingezahlt. Kingmaker hat meine Spielsucht gnadenlos ausgenutzt und wohlwissend der Folgen das Konto reaktiviert. Ich möchte keine Entschuldigung seitens Kingmaker hier lesen, sondern einen ansprechenden Teil meiner Verluste. Alle Nachweise/Informationen wurden an CasinoGuru weitergeleitet. Ich denke, so einen offensichtlichen Fall habt ihr selten gehabt. Kingmaker wird in das Ganze jetzt involviert hier, ich möchte, dass sie meine Rückerstattungsansprüche anerkennen

Dear All,

We are truly sorry to hear about your experience, and we take your concerns very seriously.

Please be assured that we are currently reviewing the matter thoroughly.

We kindly ask for a little more time to complete our internal investigation. As soon as we have concluded our review, we will provide you with an update without delay.

Thank you for your patience and understanding.

Kingmaker.com

Dear casino representative,

I would like to reiterate my last statement. The player has provided us with sufficient evidence of his gambling addiction and I strongly urge you to stop his ability to play or deposit. I fully understand your need to review the matter, but I believe the player's account should be closed without any delays.

Thanks for the support from Casino Guru. It's nice to see someone from Kingmaker speaking out here. I've personally closed all my accounts with providers and am seeking treatment. The most important thing for me is a reasonable refund offer from Kingmaker, because I've lost a lot of money due to their internal failures.

Danke für die Unterstützung seitens Casino Guru. Es ist erfreulich, dass sich hier jemand von Kingmaker äußert. Ich persönlich habe alle Konten bei Anbietern geschlossen und begebe mich in Behandlung. Das Wichtigste für mich ist ein angemessenes Rückerstattungsangebot seitens Kingmaker denn ich habe durch Ihre internen Versäumnisse jede Menge Geld verloren

Dear Martin,

We would like to confirm that the account was permanently closed at the beginning of May.

The case is still under internal review, and we truly appreciate your patience and understanding while we complete this process.

Best Regards,

Kingmaker team

My final plea. I had already sent numerous emails to Kingmaker in May to resolve the issue. The receipts were acknowledged, and I was assured that the matter was a top priority. The fact is, the fault lies with the casino. The account of a gambling addict, which had been permanently and irrevocably closed, was reopened by Kingmaker without my request or consent. Therefore, the casino should take responsibility and refund the entire balance of losses since the reopening to me. I hope things move forward at Kingmaker now.

Nochmal ein Schlussplädoyer von mir. Ich hatte bereits im Mai zahlreiche Mails an Kingmaker geschickt um das Anliegen zu lösen. Die Eingänge wurde bestätigt und man versicherte mir, dass das Ganze oberste Priorität genießt. Fakt ist, die Fehler liegen beim Casino. Das dauerhaft und unwiderruflich geschlossene Konto eines Spielsüchtigen wurde ohne meine Aufforderung oder Zustimmung seitens Kingmaker wiedereröffnet. Daher sollte das Casino die Verantwortung dafür übernehmen und den gesamten Verlustsaldo seit der Wiedereröffnung an mich zurückerstatten. Ich hoffe da kommt jetzt Bewegung bei Kingmaker

Dear sagnol80,

can you confirm your account has now been closed?

Dear casino representative,

as more time has passed, I would like to ask you about the mentioned internal review. Can you please update us on its status?

"The account is currently being verified", I cannot log in

„Das Konto wird gerade überprüft", einloggen kann ich mich nicht

Dear sagnol80,

We have sent you an email regarding your case and are currently awaiting your response.

Please check your inbox (and spam/junk folder just in case), and feel free to get back to us at your earliest convenience.

Once again, we sincerely apologize for any inconvenience caused and appreciate your patience.

Kind regards,

Kingmaker team

Kingmaker Casino has extended a refund offer and sincere apologies. I'll let you know as soon as the money arrives so I can close the case. Thanks to the Casino Guru team.

Kingmaker Casino hat mir ein Rückerstattungsangebot unterbreitet und sich aufrichtig entschuldigt. Ich gebe Bescheid sobald das Geld bei mir angekommen ist um den Fall schließen zu können. Danke an das Casino-Guru-Team

Dear sagnol80,

thank you for keeping us updated, I hope the issue will be resolved soon. The complaint will of course remain open until you receive the refund.

I have received the refund from Kingmaker. Many thanks to the entire Casino Guru team for their support.

Die Rückerstattung seitens Kingmaker ist bei mir eingegangen. Herzlichen Dank an das gesamte Casino-Guru-Team für die Unterstützung

Dear sagnol80,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Kingmaker Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past.. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru