Kingmaker Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

I asked Kingmaker Casino for the first time on January 29, 2025 to block my account due to gambling addiction. A ticket was opened, but there was no response or closure. Instead, more and more bonus and promotional offers.

On February 7, 2025, the account was still open and the offers persuaded me to play again. I made 7 (!) deposits of €100 each and of course lost.

I then wrote to the casino again and requested my deposits back because they had ignored my request to be banned from playing. - no response!

On February 9, 2025, I contacted the casino for the third time (!!) and asked for the last time to block the account and refund the last amounts. A ticket was opened here too, but there was never a response.

I can still log in and start playing today! Player protection is zero!!

I am demanding a refund of the amounts that were paid after I first requested to close my account and that my account be closed immediately, but nothing has happened. On the contrary, I am being exploited and there is even more advertising. I was able to unsubscribe via email, but now I am suddenly being sent SMS with advertising offers. The casino is acting illegally in every respect.

What can I do??

Ich habe das Kingmaker-Casino am 29.01.25 das erste Mal um Kontosperre wegen Spielsucht gebeten. Ein Ticket wurde eröffnet , aber es folgte weder eine Antwort noch die Schließung. Stattdessen immer mehr Bonus-und Werbeangebote.

Am 07.02.25 war das Konto noch immer geöffnet und wegen der Angebote habe ich mich erneut zum Spielen überreden lassen. Ich habe 7 (!) Einzahlungen á 100€ getätigt und natürlich verloren.

Daraufhin habe ich das Casino erneut angeschrieben und meine Einzahlungen zurückgefordert, da sie meinen Wunsch auf Spielsperre ignoriert haben. -keine Reaktion!

Am 09.02.25 habe ich das Casino ein 3. (!!) kontaktiert und letztmalig aufgefordert das Konto zu sperren und die letzten Beträge zu erstatten. Auch hier wurde ein Ticket eröffnet, aber nie reagiert.

Ich kann mich auch heute noch einloggen und loszocken! Spielerschutz ist bei Null!!

Ich fordere die Beiträge zurück, die nach dem erstmaligen Wunsch der Kontoschließung eingezahlt wurden und die sofortige Schließung meines Kontos und nichts passiert. Im Gegenteil, es wird ausgenutzt und noch mehr Werbung gemacht. Per Email konnte ich es abmelden, jetzt werden mir plötzlich SMS gesendet mit Werbeangeboten. Das Casino handelt rechtswidrig in jeder Hinsicht.

Was kann ich tun??

Hello anettraabe,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kingmaker Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Would it be possible to forward your first self-exclusion request you sent to the casino to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what did they respond?

Looking forward to your answer.

Regards,

Nick

Hello, I sent all the necessary data and emails to Nicolas on Friday. Yesterday I received an email from the casino for the first time (in response to my second email from February 8, 2025 in which I AGAIN asked for the account to be closed and for the last bets to be refunded.) The email was only NOW forwarded to the relevant department and only now has the account been "temporarily" blocked.

Hallo, ich habe am Freitag alle erforderlichen Daten und Emails an Nicolas gesendet. Gestern habe ich erstmalig eine Email vom Casino bekommen (als Antwort auf meine 2. Email vom 08.02.25 in der ich NOCHMALS um Kontoschließung und auch um Rückzahlung der letzten Einsätze gebeten habe.) Die Email wurde JETZT erst an die zuständige Abteilung weitergeleitet und erst jetzt wurde das Konto „vorübergehend" gesperrt.

Thank you anettraabe for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello anettraabe, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello, I have sent all email histories to Matej. Thanks

Hallo, ich habe alle Emailverläufe an Matej gesendet. Danke

Hello, I can confirm receiving the message. Thank you for the additional details provided.

We'll try to get in touch with Kingmaker Casino, to resolve this case as soon as possible.

Dear Matej and anettraabe,

Apologies for the delay. We'll currently investigating this and will get back to you as soon as possible.

Kind regards,

Kingmaker team

Thank you very much for the response! :)

Please let us know as soon as you have more information available, and if it is something not possible to share publicly, you can send it to me directly at matej.l@casino.guru.

Dear all,

Thank you for your patience. Kindly be informed that customer has been contacted on email regarding this , we would kindly ask him to reply to us, please accept our apology for this situation.

Best Regards

Kingmaker Team

Dear anettraabe, please keep us up to date with the latest development. Most importantly, whether the casino closes your account, if you get your deposits back and when the advertising stops.

Thank you very much.

Dear all

Thank you for your patience.

Please be informed that refund of 700 euro was completed and paid out on our side we hope his resolve the issue for you .

Best Regards

Kingmaker Team

Dear anettraabe, please let us know once you receive the refund, so we can mark this case as solved. Thank you :)

Meanwhile, dear Kingmaker Team, can you please confirm the account has been closed without the option for reopening, marked as "closed due to the gambling addiction" and that the player will not receive any marketing communication via e-mails and SMS? Thank you very much.

Hello,

I just received the refund. I can't log in right now because "the account is being verified."

I haven't received any advertising offers so far.

thank you very much for your help!!

Hallo,

ich habe die Rückerstattung soeben erhalten. Aktuell kann ich mich auch nicht anmelden, da „das Konto überprüft" wird.

Werbeangebote habe ich bis jetzt auch nicht mehr bekommen.

vielen Dank für Ihre Hilfe!!

Dear anettraabe, this is wonderful news! :) Thank you very much for the confirmation. also for the future reference, I would like to bring to your attention a free app BetBlocker (https://betblocker.org/de/) that can help you keep safe from online gambling on both computer and mobile! If you like, see if it is something that would be of help to you.

Once Kingmaker Team confirms the account has been closed without the option for reopening, marked as "closed due to the gambling addiction" and that the player will not receive any marketing communication via e-mails and SMS

Dear all

Customer gaming account is permanently closed and and he should not receive any marketing emails.

Best Regards

Kingmaker Team

Big thank you to the Kingmaker Team for the confirmation! :)

Dear anettraabe,

With the refund being sent back to you and casino confirming the account closure alongside of stopping the advertisement, I believe this complaint can now be closed. We'll go ahead and mark the it as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Matej

Casino.Guru