Kingmaker Casino - A conta do jogador permanece ativa apesar do pedido de encerramento.

I am filing this formal complaint against Kingmaker Casino for serious breach of its responsible gambling obligations.

Several days ago, through live chat, I clearly, directly and unambiguously requested the immediate closure of my account due to gambling addiction.

I didn't take a screenshot during that initial contact, so I don't have any visual evidence of the conversation. However, in a subsequent conversation, for which I have attached screenshots, a Kingmaker customer service agent explicitly confirmed that the closure request was made via chat, thus verifying the existence of that prior request.

Despite having disclosed my gambling addiction and having requested the closure of my account:

The account was not closed.

I was allowed to continue accessing the platform

I was allowed to make new deposits

As of today, the account remains active.

As a direct result of this inaction by the operator, I made numerous deposits after the closure request, but I am not sure how much.

I have tried to resolve this situation directly with Kingmaker, both by chat and email, without obtaining an effective solution or the closure of the account.

For all the above reasons, I request GuruCasino's intervention to:

I demand the immediate and permanent closure of my account. I need to protect myself, but they won't close my account and keep sending me marketing materials.

Review and claim the return of deposited funds after the request for closure due to gambling addiction

Determine whether Kingmaker has breached its player protection obligations

I await your response.

Presento esta reclamación formal contra Kingmaker Casino por incumplimiento grave de sus obligaciones en materia de juego responsable.

Hace bastantes días, a través del chat en vivo, solicité de forma clara, directa y sin ambigüedades el cierre inmediato de mi cuenta por adicción al juego.

En ese primer contacto no realicé captura de pantalla, por lo que no dispongo de prueba gráfica de dicha conversación. No obstante, en una conversación posterior, de la cual sí adjunto capturas, un agente de atención al cliente de Kingmaker confirma expresamente que la solicitud de cierre fue realizada por chat, verificando así la existencia de dicha petición previa.

A pesar de haber comunicado mi adicción al juego y haber solicitado el cierre de la cuenta:

La cuenta no fue cerrada

Se me permitió seguir accediendo a la plataforma

Se me permitió realizar nuevos depósitos

A día de hoy, la cuenta continúa activa

Como consecuencia directa de esta falta de actuación por parte del operador, realicé numerosos depósitos posteriores a la solicitud de cierre, pero no estoy segura de cuanto.

He intentado resolver esta situación directamente con Kingmaker, tanto por chat como por correo electrónico, sin obtener una solución efectiva ni el cierre de la cuenta.

Por todo lo anterior, solicito la intervención de GuruCasino para:

Exigir el cierre inmediato y definitivo de mi cuenta, necesito protegerme pero ellos no me cierran la cuenta y me siguen mandando cosas comerciales.

Revisar y reclamar la devolución de los fondos depositados tras la solicitud de cierre por adicción al juego

Determinar si Kingmaker ha incumplido sus obligaciones de protección al jugador

Quedo a la espera de su respuesta.

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Hello,

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 we can better determine how to assist you.

• Did live chat support inform you that the self-exclusion request must be submitted via email when you first contacted live chat?
• Have you kept the initial conversation with live chat support as evidence?
• After you were informed that the self-exclusion request should be sent via email, have you sent an email as the live chat recommended?
• Is your player's account currently accessible to you?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@kingmaker.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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:

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."

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,

Tomas

Hello Tomás,

I want to provide a full explanation of the context so that the case can be assessed with all the information, with complete honesty on my part.

About a year ago, Kingmaker Casino closed my account due to gambling addiction, after I explicitly reported my problem. That account was closed, and my situation as a vulnerable gambler was known to the operator.

Some time later, I was the one who opened a new account, I openly admit it. However, this account was created using the exact same real personal data as the previous account (name, date of birth, and address), without hiding my identity; the only difference being the email address.

From my point of view, and understanding that I made a mistake by re-registering, I consider it relevant to point out that:

The operator allowed the creation of a new account with the same details,

The duplication was neither detected nor blocked.

And, once self-exclusion for gambling addiction was requested again, it took approximately 9 days to close the account, during which time it remained active.

I want to make it clear that I have not lied at any time, nor have I tried to hide information or falsify data. I am aware that I made a mistake by re-registering, and precisely for that reason, I now have a blocking system (Gamblan/GamBan) installed on my devices to prevent any future access to gaming platforms.

In fact, in order to continue this process and definitively close this stage of my life, I am reviewing and responding to this claim from a family member's phone, which they have provided to me solely for this purpose.

My intention with this complaint is not to evade my personal responsibility, but to have it assessed whether, having prior knowledge of a gambling addiction, Kingmaker Casino acted appropriately and diligently in protecting the player, especially regarding the detection of duplicate accounts and the speed in applying the requested self-exclusion.

Thank you for your attention and for your help in reviewing this case.

Warm regards,

Hola Tomás,

Quiero aportar una aclaración completa del contexto para que el caso pueda valorarse con toda la información, con total honestidad por mi parte.

Hace aproximadamente un año, Kingmaker Casino cerró mi cuenta por adicción al juego, tras comunicar expresamente mi problema. Esa cuenta quedó cerrada y mi situación como jugadora vulnerable era conocida por el operador.

Tiempo después, fui yo quien abrió una nueva cuenta, lo reconozco abiertamente. Sin embargo, dicha cuenta fue creada utilizando exactamente los mismos datos personales reales que la cuenta anterior (nombre, fecha de nacimiento y dirección), sin ocultar mi identidad, siendo la única diferencia el correo electrónico.

Desde mi punto de vista, y entendiendo que yo cometí un error al volver a registrarme, considero relevante señalar que:

El operador permitió la creación de una nueva cuenta con los mismos datos,

No se detectó ni bloqueó la duplicidad,

Y, una vez solicitada nuevamente la autoexclusión por adicción al juego, tardaron aproximadamente 9 días en cerrar la cuenta, durante los cuales esta permaneció activa.

Quiero dejar claro que no he mentido en ningún momento, ni he intentado ocultar información o falsear datos. Soy consciente de que me equivoqué al volver a registrarme y, precisamente por ello, actualmente ya tengo instalado un sistema de bloqueo (Gamblan/GamBan) en mis dispositivos para evitar cualquier acceso futuro a plataformas de juego.

De hecho, para poder seguir este proceso y cerrar definitivamente esta etapa de mi vida, estoy revisando y respondiendo esta reclamación desde el teléfono de un familiar, que me lo ha facilitado únicamente con este fin.

Mi intención con esta queja no es eludir mi responsabilidad personal, sino que se evalúe si, teniendo constancia previa de una adicción al juego, Kingmaker Casino actuó de forma adecuada y diligente en la protección del jugador, especialmente en lo relativo a la detección de cuentas duplicadas y a la rapidez en la aplicación de la autoexclusión solicitada.

Gracias por vuestra atención y por la ayuda en la revisión de este caso.

Un saludo cordial,

Thanks for the detailed explanation.

As the next step in investigating the case, we need evidence that you informed the casino of suffering from gambling issues.

Kindly forward the communication from one year ago that led to the self-exclusion of your original account.

Send the information to my email at tomas@casino.guru

If any of your account is accessible to you, I recommend that you send a new self-exclusion using your registered email address to the casino support email address, while including me in the copy of the email.

Hi, let me explain a bit better. I've been battling addiction for over a year. Now, my family is helping me through all of this. We've been looking for emails from February 2025 where I requested self-exclusion from Kingmaker, and we found that I myself filed a complaint with Guru Casino, and you ruled in my favor. My family decided to delete all emails related to casinos. Anyway, I have the emails I sent to your colleague Veronica a year ago in my computer files, as well as screenshots of the self-exclusion request. I'll send them to you by email, but I wanted to give you some background, in case you'd like to review the old complaint.

Hola, te explico un poco mejor, llevo más de año luchando la adicción. Ahora todo esto me está ayudando mi familia. Hemos estado buscando correos de febrero de 2025 donde solicité la autoexclusión en kingmaker y hemos encontrado que yo misma abri una queja en gurú casino y me disteis la razón. Mi familia decidió borrar todos los correos relacionados con casinos. De todos modos en los archivos de mi ordenador tengo los correos enviados a su compañera Verónica hace un año y también las capturas de la solicitud de autoexclusión. Te lo envío al correo, pero era para ponerte en situación, por si quisieras revisar la queja antigua.

Thanks for the detailed explanation.

Could you please share the link to the previous complaint you submitted against the casino. I couldn't locate it based on the information you shared.

Looking forward to your reply. Share it publicly here or send the information to my email at tomas@casino.guru

Dear lauramartinez1452,

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,
Tomas
Casino.Guru