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

Over the past few months, I've repeatedly tried to close my Kingmaker account due to my addiction. Each time, I received offers of credits to keep me. On March 17th, I finally insisted on permanent account closure and demanded the deletion of my data. Everything seemed fine; I accepted the amount of money I had left there. Then, suddenly, at the end of May, I received emails from Kingmaker again regarding bonuses and credits. When I checked the website, I discovered my account had been reopened. So, no data had been deleted, and it had happened without my consent. Since then, I've lost nearly €20,000, and the account remains unclosed.

I explained my situation there very clearly again today and am waiting for a reply.

Is there any way to get my money back? I'm really in a bad situation right now because of this 😕

Ich hatte die letzten Monate wegen meiner Sucht mehrfach das Konto bei kingmaker schließen wollen. Dann bekam ich als Antwort immer Gutschriften damit ich bleibe. Am 17.03. hatte ich es dann aber endgültig durchgesetzt, dass mein Konto endgültig geschlossen wird und ich verlangte auch das löschen meiner Daten. Alles war gut ich ich habe akzeptiert wie viel Geld ich dort gelassen hatte. Dann plötzlich Ende Mai kamen wieder Mails von kingmaker bezüglich Bonussen u Gutschriften und als ich auf die Seite ging musste ich feststellen, dass mein Konto wieder eröffnet wurde. Also keine Daten gelöscht und ohne meine Zustimmung. Seither knapp 20000 Euro verloren und das Konto wird nicht gelöscht

habe heut auch nochmal sehr gut meine Lage dort geschildert und warte auf Antwort

Gibt es eine Möglichkeit Geld dort zurückzubekommen. Bin echt in einer schlimmen Lage dadurch aktuell 😕

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Dear Issy-2021,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you specified gambling addiction as the reason for your account closure requests in any of your conversations with customer support? If so, please forward me these requests as uncropped, original emails, along with the casino's responses, at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Issy-2021,

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,
Veronika
Casino.Guru