Kingmaker Casino - O pedido de encerramento da conta do jogador foi negado.

I've been playing at this casino for about 6 months. Things generally go well, but there are a couple of issues to highlight. No matter how much I deposit, they don't give any bonuses. Specifically, yesterday I deposited 1300 euros and received a loyalty bonus of just 10. Additionally, I've put thousands of euros into this casino with low bets and have never made even a euro of profit. It's all quite strange. Anyway, that's not what I was going to mention. Over the past few days, I've started treatment for gambling addiction with a very well-known Spanish association. After installing several barriers on my phones and devices, this was the only accessible casino: King Maker Casino. For this reason, I kindly asked them through the chat to close my account. They refused and told me I had to send an email to support@king, which I did on that same day. Yesterday, February 3rd, during one of my episodes of this disease—because yes, it is a disease and we should be better protected—I deposited 1300 euros. Of course, I lost everything, it was no different that day. I asked again in the chat for them to close my account, please, and they directed me to the same email again. I sent another message to the email asking them to close my account, but this time, I was less friendly, and now I am managing a complaint against this casino with the authorities of Curacao. I'm only asking that they close my account and refund the amount of yesterday's deposit. Let's remember that I've been playing for months, and they've witnessed reckless deposits in a single day of up to 4000 euros, and no one has implemented any sort of player protection.

Llevo unos 6 meses jugando en este casino. La verdad que va bien pero hay un par de cosas a destacar. Por mas que deposites no te dan ningún bono, concretamente ayer deposite 1300 euros y me dieron un bono de lealtad de 10. Por otro lado decir que llevo miles de euros puestos en este casino, con apuestas bajas y nunca he obtenido ni un euro de beneficio. Todo un tanto extraño. No importa, no iba a contar eso. Desde hace unos días he empezado tratamiento contra la ludopatía con una asociación española muy famosa. Después de instalarme varias barreras en los teléfonos y dispositivos el único casino accesible era este: king maker casino. Por ese motivo les pedí por favor atraves del chat que me cerraran la cuenta. Ellos se negaron y me dijeron que tenia que escribir un mail a support@king y asi hice ese mismo día. Ayer día 3 de febrero, en uno de mis ataques de la enfermedad, porque si, es una enfermedad y deberíamos estar mas protegido, deposite por valor de 1300 euros. Obviamente perdí todo, no iba a ser menos ese día, volví a pedirle por el chat que me cerraran la cuenta por favor y volvieron a dirigirme a este mail. Volví a enviar un mensaje para que me cerraran la cuenta al mail pero esta vez no tan amigable y estoy gestionando la denuncia de este casino a las autoridades de curacao. No pido nada mas que me cierren la cuenta y me devuelvan las cantidades del deposito de ayer. Recordemos que llevo meses jugando y han visto depósitos desenfrenados en un día como 4000 euros y nadie ha puesto ningún tipo de protección a, jugador.

Dear sofiagarcia21, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika, first of all, thank you for answering me so quickly. Secondly, I would like to tell you that every time I speak to them via live chat, I tell them about my problem. Although I currently have no proof of the live chats, I do have the email where I request self-exclusion . I request it urgently. I have already sent you everything by email. Thank you.

Hola Veronika en primer lugar gracias por contestarme tan rápido, en segundo lugar comentarte que siempre que hablo con ellos por el chat en vivo les comento mi problema. Aunque actualmente no tengo pruebas sobre los chats en vivo si tengo el mail donde solicito la autoexclusión. Lo solicito de forma urgente. Ya te he enviado todo al mail. Gracias

Thank you for your emails. I can see in the screenshot that you requested self-exclusion, however, you did not explicitly mention the reason behind this decision. Please note that we are only able to assist players in obtaining a refund of their lost deposits if they specifically state gambling addiction as the reason for the self-exclusion request.

The casino asked you in their response to your email for clarification on the reason for your account closure request. Have you specified gambling addiction in any of your subsequent messages?

Thank you for your cooperation. I look forward to hearing from you.

Hello, the account is not closed yet, I keep insisting but they do not close it, I have already told them on several occasions that it is because of this problem. I will send you an email

Hola, la cuenta aún no está cerrada, yo sigo insistiendo pero ellos no la cierran, ya les he dicho en varias ocasiones que es por este problema. Te envío al email

Thank you for the screenshots. To clarify, am I correct in understanding that you mentioned gambling addiction only in chat on 4 February 2025, that is, after you made the 1300€ deposit and played it away?

Yes, to this day they still haven't closed my account and I have deposited 1400 more, I have tried to beg them to close my account but they don't do anything

si, a dia de hoy siguen sin cerrarme la cuenta y he depositado 1400 mas, he intentado suplicar que me cierren la cuenta pero no hacen nada

Thank you for your reply. Unfortunately, since you mentioned gambling addiction for the first time only after you lost your deposit, we won’t be able to help you recover the refund. Please note that we can only assist in cases where the player directly states that they suffer from gambling addiction and the casino does not block their account but allows them to continue depositing and playing.

In your case, we can only help you close your account if you are interested.

When applying for self-exclusion, it’s essential to clearly state the reason for your request and specify the time period. Also, make sure to mark the email subject in a clear and recognizable way, as casino support typically handles many requests each day. A visible subject will help ensure your request is processed promptly. Additionally, I strongly recommend saving your self-exclusion request as proof.

Here’s an example template for your reference:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings [Casino Name],

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason that preceded my decision is gambling addiction.

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

Please fill out this form, send it to the casino at support@kingmaker.com, and add my email address, veronika.f@casino.guru, in the CC field.

I am telling you that after I said I had a gambling addiction, they let me continue depositing, specifically on Friday the 14th I deposited 1400 euros. I understand that the first time it was not valid, but after begging them to block my account and telling them why, they did not do it either and I continued betting. Could you help me please?

Le estoy diciendo que posteriormente a decir que tenia adiccion al juego, me dejaron seguir depositando concretamente el viernes dia 14 deposite 1400 euros. Entiendo que en la primera ocasion no era valida, pero despues de suplicarles que me bloqueen la cuenta y decirles el porque tampoco lo hicieron y segui apostando. Podrian ayudarme porfavor?

Thank you very much, sofiagarcia21, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 sofiagarcia21,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kingmaker Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear sofiagarcia21,

We would kindly request to check our offer provided via email.

Thank you in advance.

Kind Regards,

Kingmaker Team

Hi, could you tell me what email you are writing to? I haven't received anything.

Hola, podrían decirme a qué mail me están escribiendo? No he recibido nada

I have already reviewed the offer and have already responded to them as non-compliant, I will continue to report if they send me another proposal.

Ya he revisado la oferta y ya les he contestado como no conforme, seguiré informando si me mandan otra propuesta

I am updating you on my situation, the casino has made me an offer to return half of what I am claiming. Obviously I have refused. I understand that at the moment they are proposing something it is because they accept their guilt, right? I have replied proposing another amount but they have stopped answering my emails. It has been about 48 hours since the last communication with the casino via email. What should I expect to be returned to me, Guru casino? Do you think it is fair that they offer a smaller amount than what I deposited after communicating my addiction? Could you guide me on how to act and proceed? Thank you.

Actualizo sobre mi situación, el casino me ha echo una oferta de devolverme la mitad de lo que estoy reclamando. Obviamente me he negado. Entiendo que en el momento en que están proponiendo algo es porque aceptan su culpa no? He contestado proponiendo otra cantidad pero ya me han dejado de contestar a los emails. Han pasado unas 48 horas desde la última comunicación con el casino a través del mail. ¿Que debería esperar que me devolvieran, Gurú casino? ¿ Les parece justo que oferten una cantidad menor de lo depositado despues de comunicar mi adicción? Podrían guiarme sobre como actuar y proceder? Gracias

Dear sofiagarcia21,

I have sent you and email.

Dear sofiagarcia21,

We are pleased to inform you that your refund is in process.Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

Dear sofiagarcia21,

Please let me know here in the thread as soon as you receive your refund, so I can close this complaint as resolved. I will be waiting to hear from you.

Dear sofiagarcia21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We have reopened this complaint at the request of sofiagarcia21. Our intention is to provide this case with another opportunity for resolution, ensuring that both parties involved are able to arrive at a satisfactory conclusion.

I was informed by the player that they managed to open another account with identical personal details, but a different email address.

Dear sofiagarcia21,

Could you please inform me if you have utilized the same payment method as your previous account? Additionally, did you complete the information in your profile prior to or after making a deposit in your new account?

Hi, they always make you fill them out beforehand. When you open the account. I deposited from the same account, yes. But I think the card is new.

HOLA, SIEMPRE TE OBLIGAN A RELLENARLOS ANTES. CUANDO ABRES LA CUENTA. DEPOSITE DESDE LA MISMA CUENTA, SI. PERO CREO QUE LA TARJETA ES NUEVA.

Dear Kingmaker Casino,

Can you confirm that the players need to fill out their personal details before depositing? Are you able to locate the second account or do you require additional details from the player? Can you confirm that the information was identical to the information in the previous account created by the player?

Hi, looking closely, when you log in it doesn't ask you to fill in your details, but there was a section with an exclamation mark, and I was the one who filled in my details and verified the email afterward. I'm 100% sure. In this account, the phone number and email address changed, but the name, surname, and address were exactly the same.

hola, mirando bien al iniciar sesión no te pide que rellenes tus datos, pero había un apartado donde salía una exclamación y yo fui quien rellene mis datos y verifique el email a posteriori. Estoy 100% segura. En esta cuenta cambiava el teléfono y el correo pero el nombre, apellidos dirección. Todo era absolutamente igual.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

sofiagarcia21, could you please provide us with the email address you used for the registration so we will be able to locate your new account?

Best regards,

Kingmaker Team

Yes, but where? I can't put sensitive information here, can I?

Si, pero por donde? Por aquí no puedo poner un dato sensible no ?

Dear Kingmaker Casino,

Were you able to locate the account?

Dear all,

We would like to inform you that we were able to locate the account, and we are working on the request with the highest priority.

Once we have an update we will inform you immediately.

Best regards.

Kingmaker Team

Dear Kingmaker Casino,

Please keep us updated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please, Guru, hide the messages where my personal email address appears.

Porfavor guru ocultar los mensajes donde sale mi correo personal.

Dear sofiagarcia21,

The posts containing your personal information are visible only to you, to me, and to the casino.

Dear Kingmaker Casino,

We are waiting for your updates.

Dear Michal,

Following a review of the sofiagarcia21 complaint that she was able to create another account with us using a separate email address. We would like to clarify that it is players responsibility not to open another account. 

As the player herself confirmed she created a separate account using a different email address. Therefore, the new account has been considered as a duplicate account and the account was closed. 

We have sent an email with attached evidences for your review. 

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which sofiagarcia21 had acknowledged upon the creation of the account on our website:

3.2 :- Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;

• any promotions that the Duplicate Account has participated in will be cancelled;

• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company; 

• the Duplicate Account will be closed without an option to reopen it.

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@kingmaker.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• you are acting on your own behalf;

• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;

<...>

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you; 

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Consequently, in accordance with the previously mentioned articles, we would like to reiterate that a refund is not available in this case.

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Warm regards,

Kingmaker Casino team.

Dear Kingmaker Casino,

Thank you for the reply. I would appreciate it if you could clarify whether players are required to provide their personal information before making a deposit, or if they have the option to deposit without completing this information first.

I think the approach to this case is incorrect. It's not just about a duplicate account.

I requested the closure of my account due to gambling addiction via live chat, and I have proof of this. Despite this request, the account was not blocked.

In fact, I contacted the chat support again because it was still active, and the agent himself confirmed that I had already requested its closure days earlier. Even so, no immediate restrictions were applied.

This allowed me to continue accessing, depositing, and playing, even though I had clearly requested to be blocked.

Furthermore, I also sent the email as instructed, so I fulfilled all the steps they asked me to take.

On the other hand, the casino did have my personal data. This can be easily verified, as I'm receiving promotional SMS messages. Therefore, my profile was identified.

I also used the same payment method, which reinforces the fact that they could detect that it was the same person.

For all these reasons, I believe the main problem is that the casino did not act after a clear self-exclusion request, allowing me to continue playing.

I would like this point to be taken into account when evaluating the case.

Creo que el enfoque del caso no es correcto. No se trata solo de una cuenta duplicada.

Yo solicité el cierre de mi cuenta por adicción al juego a través del chat en vivo, y tengo pruebas de ello. Después de esa solicitud, la cuenta no fue bloqueada.

De hecho, volví a contactar con el chat porque seguía activa, y el propio agente confirmó que ya había solicitado el cierre días antes. Aun así, no se aplicó ninguna restricción inmediata.

Esto hizo que pudiera seguir accediendo, depositando y jugando, cuando ya había pedido claramente que me bloquearan.

Además, también envié el correo electrónico tal y como me indicaron, por lo que cumplí con todos los pasos que me pidieron.

Por otro lado, el casino sí tenía mis datos personales. Esto se puede comprobar fácilmente, ya que estoy recibiendo mensajes SMS promocionales. Por tanto, mi perfil estaba identificado.

También he utilizado el mismo método de pago, lo que refuerza que podían detectar que era la misma persona.

Por todo esto, considero que el problema principal es que el casino no actuó tras una solicitud clara de autoexclusión, permitiendo que siguiera jugando.

Me gustaría que este punto se tenga en cuenta al evaluar el caso.

Dear Michal,

The answer to your question is yes, every player has to register first before they could attempt a deposit.

We do not have option to deposit without completing the registration.

Should you require any additional assistance, please do not hesitate to reach out to our team. 

We look forward to your update.

Kind regards,

Kingmaker Casino team.

Dear sofiagarcia21,

You mentioned that you used a different email and phone number for the second account. Is this your own personal and working phone number?

Hi, yes, that's correct. The email is practically identical, just with one number.

Hola, si, correcto. El correo es prácticamente idéntico cambiando un número

I also want to clarify that I requested self-exclusion through the chat and they didn't realize that the account was duplicated either.

Quiero aclarar ademas que les solicité la autoexclusión a través del chat y tampoco se dieron cuenta de que la cuenta estaba duplicada.