Kingmaker Casino - Os pedidos de autoexclusão do jogador foram ignorados.

Good morning

After multiple self-exclusion requests prior to my deposits on September 4th, sent via email specifying my gambling problem, they never closed the account.

They even offered me bonuses to encourage me to play again

Buon giorno

dopo molteplici richieste di Autoesclusione antecedenti hai miei depositi del 4 settembre inviate via mail specificando il mio problema di gioco non hanno mai chiuso il conto

mi hanno addirittura proposto dei bonus incentivandoli a giocare ancora

Dear Utente74,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with 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?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I sent you everything via email to katarina.d@casino.guru

Vi ho inviato tutto tramite mail a katarina.d@casino.guru

Last deposit September 10th. The account is still open. I withdrew 200 euros that were left and are still being processed.

I had also already closed an account due to self-exclusion on Malina Casino, which appears to be linked to Kingmaker. They never asked me for documents, they verified me independently. In the last emails sent to Kingmaker yesterday, I received a reply writing to Kingmaker, who took charge of his case, but at the bottom of the email it says "generated by Malina Casino." I will forward it to you later using the email address you provided. Now I am wondering how it is possible to accept a player who has already been excluded from Malina Casino and have him play on Kingmaker. They have the same headquarters in Curacao, they are the same operators, the email confirms it.

Furthermore, after several self-exclusion requests, he made me play anyway without protecting me.

Shame, in the previous emails I attached everything you need

You want my money back at least the ones paid from September 4th onwards

I feel cheated, they took advantage of my weakness in the game even though I have been the problem several times.

I trust in your professionalism to achieve my goal

Thank you

Ultimo deposito 10 settembre. Il conto ancora è aperto ho prelevato 200 euro che erano rimasti ed ancora risultano in elaborazione 

Inoltre avevo già chiuso un conto per Autoesclusione su malinacasino che sembra sia collegata a kingmaker non mi hanno mai chiesto dei documenti mi hanno verificato autonomamente, nelle ultime mail inviate a king maker ieri mi è arrivata una risposta scrivendo a kingmaker ha preso in carico la sua pratica ma sul fondo della mail c’è scritto generata da’ malinacasino, la giro a voi dopo su la mail da voi fornita, ora mi chiedo come sia possibile accettare un giocatore che già è stato escluso da malina casinò e farlo giocare su kingmaker hanno la stessa sede a curacao sono gli stessi gestori lo conferma la mail 

Inoltre dopo svariate richieste di Autoesclusione mi ha fatto giocare lo stesso senza tutelarmi 

Una vergogna, nelle mail precedenti ti ho allegato tutto quello che vi occorre 

Siete di riavere i miei soldi almeno quelli versati dal 4 settembre in poi 

Mi sento truffato si sono approfittati della mia debolezza sul gioco nonostante abbia rappresentato il problema più volte

Confido nella vostra professionalità per raggiungere il mio obbiettivo 

Grazie

I would like to point out that I had already played on Kingmaker in the past. The account had been open for about a couple of months, but once I realised my problem with gambling I communicated to Kingmaker to close the account due to self-exclusion, but they continued to fool me without closing the account. My first request for self-exclusion had been made on 24 August.

Faccio presente che avevo già giocato in passato su kingmaker il conto era aperto da un paio di mesi circa, ma una volta che mi sono reso conto del mio problema con il gioco ho comunicato a kingmaker di chiudere il conto per Autoesclusione, ma loro mi hanno continuato a prendere giro senza chiudere il conto la mia prima richiesta di Autoesclusione era stata fatta in data 24 agosto

They sent me an email today saying they closed the account

they didn't say a word about the refund

mi hanno invitato una mail oggi scrivendo che hanno chiuso il conto

del rimborso non hanno proferito parola

How can we proceed to recover the sums owed?

Come possiamo procedere per recuperare le somme dovute

Hello Utente74,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks, I await your reply

I sent some emails to katarina.d@casino.guru

but it tells me the wrong address

diversely mail

for what reason

Thank you

Grazie attendo risposta

ho inviato delle mail a katarina.d@casino.guru

ma mi dice indirizzo non giusto

diverly mail

per quale motivo

grazie

Dear Utente74,

thank you for your messages and patience.

Unfortunately, I have not received your previous emails. Please resend them, including all self-exclusion requests, communication with casino support, and any relevant screenshots or images. My email address is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

The email address you provided gives me an error

L’indir mail da voi fornito mi da errore

katarina.d@casino.guru

when I write to this email they come back to me

katarina.d@casino.guru

quando scrivo a questa mail mi ritornano indietro

I have sent you the requested emails again, I hope they reached you.

Vi ho inviato nuovamente le mail richieste spero che vi siano arrivate

Dear Utente74,

thank you for your messages.

Unfortunately I have not received any of your emails.

Could you please share the relevant information here in this thread? I will make sure to hide all the sensitive information from the public.

Do you have an alternate email address from which you can send messages? Can you try that one?

Looking forward to your reply,

Katarina

do you have any news?

avete delle novità

Dear Utente74,

thank you for your messages and patience.

I have thoroughly read through the emails you so kindly provided.

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 gambling problems).

• Please specify the reason for closing your account. Have you previously provided a reason for this account closure?
• Are you experiencing stress related to gambling, and do you find yourself preoccupied with it?

Thank you very much in advance.

Best regards,

Katarina

In the emails I sent you it says to close the account due to gambling problems. I don't understand your response.

Nelle mail che vi ho girato c’è scritto chiudere il conto per problemi di gioco non capisco la sua risposta

Thank you very much, Utente74, for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@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.

Dear Utente74,

I am so sorry to hear about your problem with the Kingmaker Casino. I will contact the casino and try to resolve the issue as soon as possible.

As far as I’m aware, you weren’t able to send any email to my colleague. Could I ask you to try sending me an email with all the relevant information?

You can send me an email on this address (igor.p@casino.guru)

Now I would like to invite a Kingmaker Casino representative to join this conversation and participate in resolving this complaint.

Dear Kingmaker Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

We can not locate the account with the player's email.

Dear Utente74,

Please provide us with the email that you registered for Kingmaker Casino.

Kind regards,

Kingmaker Casino Team.

I sent you an email on igor.p@casino.guru They didn't even consider me when I first requested to close my account due to gambling problems.

continuing to offer bonuses and waste time

practically incitement to gambling

Ti ho inviato una mail su igor.p@casino.guru della mia prima richiesta di chiusura conto per problemi di gioco non mi hanno considerato proprio

continuando a offrire bonus perdendo tempo

praticamente istigazione al gioco

Dear Utente74,

Unfortunately, similar to my colleague, I didn’t receive any email from you.

Can you please use a different email address? Thank you!

Dear Kingmaker Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

I also sent the emails in this discussion

you can read them above

Le mail le ho inviate anche in questa discussione

le puoi leggere sopra

I tried to send you everything by email but it says I have to email it and it doesn't send it. I don't understand what the problem is.

Ho provato ad inviarti tutto tramite mail ma mi dice doverla mail non le invia non capisco quale sia il problema

Diverly mail I don't understand why

Diverly mail non capisco il perché

I try to send emails but they don't arrive

see message above

Provo ad inviare le mail ma non arrivano

vedi il messaggio sopra

Dear all,

We are currently reviewing your request.

Thank you for your patience and understanding.

Best regards, 

Kingmaker Casino Team

Hello Utente74,

I have sent you an email. If you received it, please reply to it and also in this chat.

I would also like to ask — is your account still open?

Thank you.

Dear Kingmaker Casino,

Thank you for your response.

However, I would like to ask you to self-exclude the player's account as soon as possible, or at least disable the deposit and/or betting functions.

If I’m not mistaken, the player informed you for the first time about his gambling problem in late August, but to this day, you have failed to take any action.

After many requests, the account was closed on September 11th.

but there is no trace of my money to be refunded

they didn't take me into consideration

I was treated badly

Such behavior should be reported to the supervisory authorities

In my email of August 24th it was very clearly specified to close the account for gambling reasons

they kept wasting my time and making me spend a lot of money because of my problem

Il conto dopo tante richieste è stato chiuso il giorno 11 settembre

ma dei miei soldi da rimborsare nessuna traccia

non mi hanno preso in considerazione

sono stato trattato male

un comportamento del genere è da denunciare alle autorità garanti

nella mia mail del 24 agosto era specificato molto bene chiudere il conto per motivi di gioco

loro hanno continuato a perdere tempo facendomi spendere tanti soldi a causa del mio problema

Hello Utente74,

Thank you for the clarification.

Can I ask you to create another email account, for example @gmail.com, and try to send me the documents from there?

We need this as evidence and also for a complete timeline.

Dear Kingmaker Casino,

I would like to ask if you were able to find the account linked to the player's email address.

Hello everyone,

I would just like to inform you that I have received an email from the player.

I wrote you another email

Ti ho scritto un’altra mail

Dear all,

Please be advised that your request is currently under review by the relevant department.

Rest assured, we will provide you with an update as soon as possible.

Kind regards,

Kingmaker Casino Team

Dear Kingmaker Casino,

It’s been over two weeks since the player shared his email address.

I kindly ask you to provide an update or share any relevant information in your next reply.

As you can see, the casino's serenity is zero.

they waste time like they did with me

not recommended sites

They kicked me around for about 20 days

Come potete notare la serenità del casinò è pari a zero

perdono tempo come hanno fatto con me

siti poco raccomandabile

mi hanno palleggiato per circa 20 giorni

Dear Utente74,

We would like to inform you that we are pleased to initiate a refund and sincerely apologize for any misunderstanding that may have occurred.

To proceed with the refund, kindly provide your bank account details by replying to the email we have already sent you.

Thank you for your understanding and cooperation.

Best regards,

Kingmaker Casino Team

Dear Kingmaker Casino,

Thank you very much for your reply and for the information that the player will receive his refund.

Dear Utente74,

According to Kingmaker Casino, you should receive an email from them.

Please reply to that email with your bank details and later also in this thread.

Thank you.

Email received

I responded with the data they requested

I hope they make the transfer immediately

Thanks for now

If you also want to ask me, you would be doing me a great favor.

Mail ricevuta

ho risposto con i dati da loro richiesti

spero che facciano il bonifico subito

per il momento grazie

se volete sollecitare anche voi mi fareste una grande gentilezza

Dear Kingmaker Casino,

The player has sent you the information you requested.

Please let us know when the refund will be processed on your side.

Dear all,

We are pleased to inform you that player's refund request has been successfully completed.

Kind regards,

Kingmaker Casino Team

Dear Kingmaker Casino,

Thank you for your quick response and for processing the refund promptly.

Dear Utente74,

According to Kingmaker Casino, you should receive your refund in the near future.

Please reply to this thread once the funds have been received.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Thank you for the assistance you have given me. I advise anyone in my situation to ask you for help.

As soon as I receive the transfer I will post the resolved case

thanks again

Grazie per l’assistenza che mi avete dato consiglio a tutti coloro che si trovano nella mia situazione di chiedere aiuto a voi

appena mi arriverà il bonifico metterò caso risolto

grazie ancora

Bank transfer arrived

Thanks again for your support

Bonifico arrivato

grazie ancora per il vostro supporto

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

Dear Utente74,

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,

Igor