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

Refuses to close account even when stated that customer has a gambling problem.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino’s customer support via email as instructed by the live chat agent?

Kindly note that casinos often use outsourced providers for live chat, and these agents usually do not have full access to player accounts. This means they are not authorized to permanently self-exclude any accounts. In such cases, they typically provide instructions on how the self-exclusion can be requested — usually by sending an email directly to customer support.

• Have you completed the full KYC verification at this casino?

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

Best regards

Veronika

Hi, yes I did send them email asking for for my account to be closed due to gambling problem. They did not close it.

I also asked what’s the casino legal company name and casino license number, they did not provide those either. Since my email I have deposited more money, hence I would like to update claim ammount and claim that money back.

I have not completed any verification at their casino.

Thanks

Please forward me the email you sent to the casino with your account closure request at veronika.f@casino.guru. Kindly include the casino's responses as well. I appreciate your cooperation.

Emails sent, account still not closed.

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

Dear popo123,

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,

Veronika

We’ve reopened this complaint at the request of popo123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear popo123,

I have reviewed the emails you forwarded to me. On November 14, the casino requested that you confirm the decision to close your account by responding to their email. Instead of the confirmation of your decision, you asked about the legal name and license of this casino. Your other email mentioning gambling addiction was sent on November 26. Have you contacted the casino with a request to self-exclude you due to gambling addiction in the meantime? Have you ever confirmed your decision to close your account?

Hi Veronika.

Upon receiving a clear request for self-exclusion due to a gambling problem, the operator must act as soon as practicable to close the account and prevent further gambling activity.

By asking for confirmation (instead of immediate closure of account) they are already braking law.

I asked them on 2 separate occasions to close my account asap, both times stating that account must be closed due to a gambling problem, they failed to close my account on both occasions.

I understand your reasoning. However, it's common practice for casinos to ask for the confirmation of your decision. Therefore, please answer my question: Have you ever confirmed your decision to close your account?

Dear popo123,

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

We’ve reopened this complaint at the request of popo123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear popo123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello popo123,

I am sorry to hear about your experience. I am Martin, and I will be taking care of your complaint from now on. I would like to invite the Kingmaker Casino representative to join the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please confirm whether the account was ever closed, restricted, or reopened.

Our concern also lies within the fact, that the player seems to have been informed that self-exclusion would result in his remaining balance being voided. Please confirm the balance held at that time, whether any funds were actually confiscated. Self-exclusion should prevent further gambling, but it should not by itself result in the forfeiture of a legitimate withdrawable balance.

Please also provide us the complete transaction history from 14 November 2025 onward, including deposits, withdrawals, gameplay results, and any balance adjustment or confiscation. The evidence may be sent privately to martin.l@casino.guru.

Finally, please confirm that the account is now permanently restricted and all promotional communication has stopped.

Dear Player,

Thank you for reaching out to us. Please accept our sincerest apologies for the frustration and inconvenience experienced regarding your account closure.

Following a thorough review of your case, we are prepared to offer a refund of €4,600, covering your net losses incurred since your initial account closure request in November 2025.

Please confirm if you agree to this settlement. If you accept, kindly provide us with the following bank details so we can process the payment:

• Full Name (please include all middle names)

• Email Address

• Account Holder Name

• IBAN / Account Number

• Bank Name

• Bank Country / Location

• SWIFT / BIC Code

If you have any additional questions, please do not hesitate to contact us.

Best regards,

Kingmaker Casino Team

Dear casino representative,

thank you for your message and your willingness to resolve the issue amicably.

Dear popo123,

thank you for your patience. Could you please comment on the casino's proposal? Do you agree with the proposed amount? If not, please let us know, and we will ask the casino for your full transaction history, so we can calculate the right refund amount as well.

Dear popo123,

thank you for your quick confirmation and continued cooperation.

Dear casino representative,

as the user is happy with the proposed amount, we kindly ask you to proceed with the refund. Please do let us know once the funds are processed on your side.

Dear Martin,

Funds received, issue is resolved.

Many thanks for you help, much appreciated!

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

Dear popo123,

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,

Martin