Kingmaker Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

Good evening dear Casino Guru team!

I hereby file a complaint with the aforementioned casino. I contacted them via email, requesting immediate banning, but they didn't, and I lost my money again. I insist on getting the €100 back. I also want a lifetime ban on my email address, name, and phone number, if necessary. I depend on the money, and it was a stupid mistake. In Germany, I'm banned via OASIS self-exclusion, but that doesn't matter here, I suppose.

I also tried contacting the live chat, which states "Available anytime" in bold, but I haven't had a single chance to communicate directly with anyone via live chat in the last three days because I can't open it. I would really appreciate a response and hope you can help me. I've attached my email and the transactions since I sent the email below. In my opinion, it's unacceptable to keep people waiting... when even the subject of the email is: My account is blocked.

Thank you in advance!

Best regards

Levin Laubhan

Guten Abend liebes Casino Guru Team!

Ich beschwere mich hiermit bei dem oben genannten Casino, da ich mich per E-Mail an sie gewandt habe, mich umgehend sperren zu lassen, diese mich aber nicht gesperrt haben und ich somit wieder Geld verspielt habe. Ich bestehe darauf die 100€ wieder zu erhalten. Dazu will ich eine Lebenslange Sperre haben auf meine E-Mail, Namen und Telefonnummer wenn Nötig. Ich bin angewiesen auf das Geld und es war ein dummer Fehler. In Deutschland bin ich per OASIS Selbstausschluss gesperrt, aber das spielt hier keinerlei Rolle, nähme ich an.

Ich habe ebenso versucht mich an den Live- Chat zu wenden, wo ganz groß steht „Jederzeit für die Verfügbar" , jedoch hatte ich die letzten 3 Tage keine einzige Chance direkt mit jemanden per Live- Chat zu kommunizieren, da er sich nicht öffnen lässt. Ich würde mich sehr über eine Antwort freuen und hoffe sie können mir da weiter helfen. Ich werde ihnen unten meine E-Mail und die Transaktionen seit dem ich die Email gesendet habe anhängen. Meiner Meinung nach geht es garnicht, die Leute warten zu lassen… wenn selbst der Betreff der E-Mail: Sperrung meines Kontos ist.

Vielen Dank im Voraus!

Mit freundlichen Grüßen

Levin Laubhan

Dear levinsge14,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please forward the exact self-exclusion request email to me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please provide the date of your initial self-exclusion request?

I would recommend that you send yet another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Kingmaker Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email support@kingmaker.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Katarina,

Thank you for your prompt response. I greatly appreciate your support in this matter.

I would like to inform you that I was able to make a deposit of €100 last night in four separate transactions—approximately 24 hours after I requested immediate account closure via email. I understand your suggestion that an immediate closure may not be immediate. However, the subject line of my email was clearly worded "Account Closure," which I believe leaves no room for misunderstanding.

At the beginning of the year, I had already been banned from Jackpot Frenzy Casino, which, like Kingmaker Casino, is operated by Rabidi NV and has the same license number 8048/JAZ. Despite this ban, I was able to register and play again at Kingmaker Casino using the same personal details, email address, and device. This should not have been possible due to the existing ban.

In total, I deposited €450 (Kingmaker Casino) and lost, even though I shouldn't have been allowed to play due to my previous ban and known gambling addiction. I therefore believe I have a legitimate claim to a refund of this amount.

I therefore ask you to:

Refund of the €450 lost due to inadmissible participation in the game despite an existing ban.

Permanently block my account and all accounts at casinos operated by Rabidi NV to prevent future gaming participation.

Thank you in advance for considering my request and for your support.

I will now send you the email.

Best regards

Levin Laubhan

Sehr geehrte Katarina,

vielen Dank für Ihre schnelle Rückmeldung. Ich schätze Ihre Unterstützung in dieser Angelegenheit sehr.

Ich möchte Sie darüber informieren, dass ich gestern Abend eine Einzahlung in Höhe von 100€ vornehmen konnte, in 4 einzelnen Transaktionen- etwa 24 Stunden nachdem ich per E-Mail die sofortige Sperrung meines Kontos beantragt hatte. Ich verstehe Ihren Hinweis, dass eine direkte Sperrung möglicherweise nicht umgehend erfolgt. Allerdings war der Betreff meiner E-Mail eindeutig mit „Sperrung meines Kontos" formuliert, was meiner Ansicht nach keine Missverständnisse zulässt.

Bereits Anfang des Jahres hatte ich mich beim Jackpot Frenzy Casino, das wie das Kingmaker Casino von Rabidi N.V. betrieben wird und unter derselben Lizenznummer 8048/JAZ geführt wird, sperren lassen. Trotz dieser Sperrung konnte ich mich beim Kingmaker Casino mit denselben persönlichen Daten, derselben E-Mail-Adresse und demselben Gerät erneut registrieren und spielen. Dies hätte aufgrund der bestehenden Sperre nicht möglich sein dürfen.

Insgesamt habe ich 450 € eingezahlt (Kingmaker Casino) und verloren, obwohl ich aufgrund meiner vorherigen Sperrung und der bekannten Spielsucht nicht hätte spielen dürfen. Ich sehe daher einen berechtigten Anspruch auf Rückerstattung dieses Betrags.

Ich bitte Sie daher um:

Rückerstattung der verlorenen 450 € aufgrund der unzulässigen Spielteilnahme trotz bestehender Sperre.

Dauerhafte Sperrung meines Kontos sowie aller Konten bei Casinos, die von Rabidi N.V. betrieben werden, um zukünftige Spielteilnahmen zu verhindern.

Ich danke Ihnen im Voraus für die Prüfung meines Anliegens und Ihre Unterstützung.

Die Email werde ich ihnen nun zusenden.

Mit freundlichen Grüßen

Levin Laubhan

Dear levinsge14,

Thank you for your message and for the email. I apologize for the delayed response. I was on sick leave and unable to reply.

However, according to the email you have sent me, you requested the self exclusion on the May 26th. Is there any other self exclusion request that was sent prior to this one, please? If so, could you please send it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Hello Katarina,

I forwarded the email to you on May 26th, but sent it to Kingmaker Support on May 25th at 1:56 AM. I didn't request a ban directly from this casino (before this email), as I said, only from a casino owned by the same person. I'm now banned, just like at the other casino.

I will forward you another email that was sent on time.

Best regards

I wish you a speedy recovery!

Hallo Katarina,

Die E-Mail habe ich an sie weitergeleitet am 26.05. , gesendet habe ich sie an den Kingmaker Support jedoch am 25.05 um 01:56 Uhr. Direkt an dieses Casino habe ich keinen Ausschluss beantragt (vor dieser E-Mail) , wie gesagt nur an ein Casino das dem selben Besitzer gehört. Mittlerweile bin ich gesperrt, genau wie in dem anderen Casino auch.

Ich werde ihnen nochmals eine E-Mail weiterleiten, die pünktlich abgesendet wurde.

Mit freundlichen Grüßen

Ich wünsche eine Gute Genesung!

Dear levinsge14,

thank you for your message and for your email.

Due to the timing of your self-exclusion request on a Saturday night, and considering potential staffing levels on Sunday, it is possible that your account remained open for a short period. As self-exclusion requests are processed manually, please allow a few days for complete processing. While we understand this is not the optimal experience, online casinos often receive numerous such requests daily, making a few days' processing time reasonable.

Has your account been closed in the meantime, please?

Looking forward to your reply,

Katarina

Hello Katarina,

Yes, my account has now been closed.

I understand your reasoning, but it doesn't change the fact that I was able to continue depositing money despite the request to block my account. In this respect, I met all the requirements to get my money back. (Normally, I should even get the €450, since I was already blocked at a sister casino.)

I read the other complaints and saw that other players with the same conditions received their money back.

I ask for your help.

Thank you

Kind regards

Levin

Hallo Katarina,

Ja, mittlerweile wurde mein Konto geschlossen.

Ich verstehe ihre Argumentation, jedoch ändert es nichts daran dass ich trotz Anfrage meiner Sperrung weiter Geld einzahlen konnte. In dieser Hinsicht habe ich all die Voraussetzungen erfüllt um mein Geld zurück zu erhalten. ( Normalerweise sollten dies sogar die 450€, da ich bei einem Schwester Casino schon gesperrt wurde).

Ich habe mir die anderen Beschwerden durchgelesen und habe gesehen, dass andere Spieler und den selben Voraussetzungen ihr Geld zurück erhalten haben.

Ich bitte um ihre Hilfe.

Vielen Dank

Mfg

Levin

Dear levinsge14,

thank you for your message.

Have you received an account closure notification or email, please? Could you please share it either here in the thread or to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Hello Katarina,

I have sent you an email!

Best regards

Levin L*******

Hallo Katarina,

E-Mail habe ich ihnen zukommen lassen!

mit freundlichen Grüßen

Levin L*******

Dear levinsge14,

thank you for your message and email.

However I believe I have not received the proper email from you. I have requested an email confirming the closure of your account. Have you received this one, please?

Looking forward to your reply.

Katarina

Hello Katarina,

I just sent them the email, that's the only thing I received.

Thank you

Best regards

Levin L*****

Hallo Katarina,

Ich habe ihnen soeben die E-Mail gesendet, dass ist das einzige dass ich erhalten habe.

vielen Dank

Viele Grüße

Levin L*****

Dear levinsge14,

thank you for your message and email.

Could you also share your deposit history, please?

Kindly forward it to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello Katarina,

Unfortunately, I no longer have access to the account because they blocked me, but I have requested a deposit history from me via email. As soon as I receive it, I will send it to you immediately.

After my account was blocked, it was €100. I took screenshots of the €100 deposits, which I will now send you via email.

Unfortunately I don't have a screenshot of the remaining €350 I lost (minus the payouts), but as soon as I receive it I will send it immediately.

Kind regards, Levin

Hallo Katarina,

Ich habe leider keinen Zugang mehr auf das Konto, da sie mich gesperrt haben, jedoch habe ich per E-Mail einen Einzahlungsverlauf von mir angefordert, sobald ich diesen bekomme sende ich ihnen umgehend an sie.

Nach der Sperrung meines Kontos waren es 100€. Von den Einzahlungen dieser 100€ habe ich Screenshots gemacht die ich ihnen jetzt per E-Mail senden werde.

Die restlichen insgesamt verloren 350€ (Abzüglich den Auszahlungen), habe ich leider nicht als Screenshot aber sobald ich diese erhalte werde ich sie umgehend senden.

MfG Levin

Thank you very much, levinsge14, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello levinsge14, 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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

We kindly ask you to check the email we have just sent you regarding this case.

It contains relevant evidence and a full clarification of the situation.

Please don’t hesitate to get back to us if anything further is needed.

Kind regards,

Kingmaker Casino Team

I have requested additional information from the casino, then will post an update.

Dear player, after reading through your posts and e-mails provided by the casino, it seems like there is no case to be had.

According to the information from the casino and that being confirmed by the evidence you have provided, here is the rough timeline of what has happened:

• 26/05 you have sent a self-exclusion request from an e-mail that was not connected to your account in Kingmaker, with no personal details other than your name provided
• on that same day you have deposited and gambled away money
• casino followed up and on 27/05 you have provided account details to get it closed
• the account has been closed within 24 hours as per the casino's responsible gambling page statement
• no further deposits were made after the one on 26/05 and there was no balance at the time of the account closure on 27/05

Even if we could argue that you have given the casino your full name and they could find you that way, you have deposited and lost all the money on the same day, which would be still within the initial 24 hours during which the account needs to be closed. Since at least some responsibility needs to be placed on the players for the sake of transparency and fiar play, anything you have deposited, gambled and lost during this period was on you and is non-refundable. I thought the casino voided your account balance, which I would fight to get refunded back to you, but they have confirmed there was no balance in your account when being closed. Hence, unless you can provide some other evidence I am not aware of, this complaint will be rejected.

Also some extra information regarding your previous post:

I was banned from Germany via OASIS self-exclusion, etc.

Unfortunately, OASIS ban only applies to the online casinos licensed by German gambling authority. Kingmaker is licensed by Anjouan Gaming, so OASIS does not apply here. Sadly. However, if you go to the caisno's website and click the Anjouan validator logo at the footer, you will be taken into their license page ad if you scroll down, there is a button to get self-excluded. Have a look and see if that will be helpful in the future.

Now, I've already played at Jackpotfrenzy Casino before and wrote an email saying I'm a gambling addict and that they should close my account. Same email, same phone number, same address.

So far it seems that Kingmaker did the same and banned your account within 24 hours after clearing up the initial confusion. Despite the same owner, I believe these casinos are operated by different companies (can't confirm though and this is just my personal opinion) and nowhere on their websites is written that exclusion in one casino guarantees exclusion in all the others. That would be ideal, but so far we are not living in the ideal world. Maybe some time in the future.

 I saw that other players with the same requirements were also able to be helped.

Yes, in some cases casinos takes long time before closing the account - or they void balance upon doing so. In those cases we can negotiate a return of the funds. However, unless you can provide some additional evidence that would change everything, I am afraid we won't be able to do much in your case, as the casino blocked you within their time limit, did not void any balance and the only deposit made has happened during the 24 hours that are non-refundable.

If you have further questions or evidence, please feel free to provide them here. If not, I will reject this case if there is nothing to discuss further.

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

Dear levinsge14,

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,

Matej