Kingmaker Casino - Das Konto der Spielerin wird gegen ihren Willen wiedereröffnet.

Hello, on December 21st, I asked Kingmaker to permanently close my account due to gambling addiction (I had asked them several times before to close it, and after my last email, my account was closed). Last week, I received an email that the account was reopened and I couldn't resist the temptation, losing 500 euros. I would like to request a refund, as I clearly communicated in December that I have developed a gambling addiction and wanted the account to be closed. I hope for your support. Thank you very much!

Hallo, am 21.12 bat ich Kingmaker mein Konto aufgrund Spielsucht dauerhaft zu schliessen (ich habe davor schon etliche mal darum gebeten, das Konto zu schließen, nach meiner letzten Email wurde mein Konto geschlossen). Nun habe ich letzte Woche eine email erhalten, dass das Konto wieder eröffnet wurde und ich konnte der Versuchung nicht widerstehen und habe 500.- Euro verloren. Ich möchte nun das Geld zurückfordern, da ich im Dezember klar kommuniziert habe, dass ich eine Spielsucht wentiwckel habe und das Konto geschlossen werden soll. Ich hoffe auf Ihre Unterstützung, vielen Dank!

Dear zeninosilla,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gaming section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@kingmaker.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you were able to access the same account? Are you currently able to log into your account?

Thank you very much in advance.

Best regards,

Kristina

Yes, that's correct - although I asked for closure several times (first time on October 27, 2024), the account was only closed (temporarily) at the end of December. In total, I have lost around 2,500 euros since the first request to close the account. Now, when the account was reopened without my asking, I have lost 500 euros. However, I only gave gambling addiction as the reason on December 21, 2024. But theoretically, the account should have been closed 24 hours after my first request and I would not have had the loss of 2,500 euros. Attached is a screenshot of my email history with a request to close the account. PLEASE do not publish this answer!

.

Ja, das ist korrekt - obwohl ich mehrfach um Schließung gebeten habe (erstmalig am 27.10.2024), wurde das Konto erst Ende Dezember geschlossen (vorübergehend). In Summe habe ich seit der ersten Anfrage, das Konto zu schließen ca. 2.500.- Euro verloren. Jetzt, als das Konto ungefragt wieder eröffnet wurde, habe ich 500.- Euro verloren. Allerdings habe ich erst am 21.12.2024 als Grund Spielsucht angegeben. Aber Theoretisch hätte das Konto ja bereits 24 Stunden nach meiner ersten Anfrage geschlossen werden sollen und ich hätte nicht den Verlust in Höhe von 2.500.- Euro gehabt. Anbei ein Screenshot meines Email Verlaufs mit Bitte der Kontoschließung. BITTE veröffentlichen Sie diese Antwort nicht!

.

Thank you very much for your reply, zeninosilla. Well, unfortunately, we can consider requesting a refund only for those deposits that were made after you clearly informed the casino about your gambling problem.

Could you please clarify if you still have access to this account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, thank you for your feedback. I clearly informed the casino about my gambling problem on December 21, 2024. Yes, I still have access to this account. The loss I have had since then, or the deposits, are at least 500 (possibly 600 euros), which I cannot see. I have forwarded the email to you. Here is a screenshot (please do not make it public).

Hallo, vielen Dank für die Rückmeldung. Ich habe das Casino am 21.12.2024 eindeutig über mein Glückspielproblem informiert. Ja, ich habe immer noch Zugriff auf dieses Konto. Der Verlust, den ich seitdem habe, bzw. die Einzahlungen sind mindestens 500,. )möglicherweise 600.- Euro), das kann ich nicht einsehen. Ich habe Ihnen die Email weitergeleitet . Hier auch ein Screenshot (bitte nicht öffentlich machen).

*Addendum: the account has since been closed. I can therefore no longer see how high the loss was after the account was reopened without authorization.

*Nachtrag: das Konto wurde mittlerweile geschlossen. Ich kann somit nicht mehr einsehen, wie hoch der Verlust nach unberechtigter Kontowiedereröffnung war.

Thank you very much, zeninosilla, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 zeninosilla,

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 all,

Thank you for contacting us. Kindly be informed that we are checking the issue internally and we will get back to you as soon as possible.

Best Regards

Kingmaker Team

Thank you, Kingmaker Casino.

We are waiting for your reply.

Dear all,

Thank you for your patience. Kindly be informed that after we  have conducted a thorough investigation into your claim, we have concluded to issue a refund of the 500 euro the customer is requesting. Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.

Best Regards

Kingmaker Team

Dear Kingmaker team, thank you very much for your cooperation! I have already received the email. However, I would like to double check with you what amount I actually made between the time my account was reopened (without my consent) and the time it was finally closed. In my opinion, these deposits were higher than 500 euros.

Since I don't have access to my account, I can't see this. Thank you!

Liebes Kingmaker Team, herzlichen Dank für Euer Entgegenkommen! Ich habe die Email bereits erhalten. Jedoch möchte ich gerne einmal mit Euch Doppel checken, welchen Betrag ich tatsächlich vom Zeitpunkt der Wiedereröffnung meines Kontos (ohne meine Zustimmung) bis zur endgültigen Schließung getätigt habe, diese Einzahlungen waren m.E. höher als 500 Euro.

Da ich keinen Zugriff auf mein Konto habe, kann ich das nicht einsehen. Vielen Dank!

Dear zeninosilla,

Would it be possible for you to see the amount of deposits from the bank statement? You could just filter out the payments made to the casino and add those transactions together. That would give you the full amount that you deposited to the casino.

Dear Michal,

Unfortunately, I can't say for sure based on my bank statements, as "Kingmaker" isn't noted in the transactions and I can't filter them. I think the casino should have no problem determining how many deposits I made since January 29, 2025 (the date the account was reopened without my consent).

Thank you very much, best regards

Lieber Michal,

leider kann ich das anhand meiner Kontoauszüge nicht konkret sagen, da bei den Transaktionen nicht "Kingmaker" vermerkt ist und ich somit nicht filtern kann. Ich denke, das Casino sollte problemlos ermitteln können, wie viele Einzahlungen ich getätigt habe ab dem 29.01.2025 (das Datum an dem das Konto ohne meine Zustimmung wieder eröffnet wurde).

Vielen Dank, liebe Grüße

Hello Kingmaker Casino,

Could I please get an answer to this:

However, I would like to double-check with you what amount I actually made between the time my account was reopened (without my consent) and the time it was finally closed. In my opinion, these deposits were higher than 500 euros.

Since I don't have access to my account, I can't see this. Thank you!

Thanks!

Hallo Kingmaker Casino,

könnte ich bitte diesbezüglich eine Antwort erhalten:

Jedoch möchte ich gerne einmal mit Euch Doppel checken, welchen Betrag ich tatsächlich vom Zeitpunkt der Wiedereröffnung meines Kontos (ohne meine Zustimmung) bis zur endgültigen Schließung getätigt habe, diese Einzahlungen waren m.E. höher als 500 Euro.

Da ich keinen Zugriff auf mein Konto habe, kann ich das nicht einsehen. Vielen Dank!

Danke!

Dear Kingmaker Casino,

Is the sum of 500 euros the full amount of the player's deposits that they made after reopening of their account?

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,

Thank you for your patience.Kindly be informed that we had double checked customer deposits and they are 1065 EUR we have concluded to issue a refund of the full amount. Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.

Best Regards

Kingmaker Team

Dear Kingmaker team, thank you very much. I have received the email and have already replied with all the requested information. Now I am waiting for a response from you. Best regards

Liebes Kingmaker Team, vielen dank. Ich habe die Email erhalten und bereits mit allen geforderten Informationen beantwortet. Nun warte ich auf Rückmeldung ihrerseits. Beste Grüße

Dear zeninosilla,

Could you give me an update on the situation?

Hello, I sent the requested information to Kingmaker by email (name, bank details, etc.), but have not received any response yet.

Kingmaker wrote that once they received all the information from me, they would send me a waiver to sign. I have not received it yet.

Best regards

Hallo, ich habe die gewünschten Informationen an Kingmaker per email geschickt (Name, Bankverbindung, etc), habe jedoch bisher noch keine Rückmeldung.

Kingmaker schrieb, sobald sie alle Informationen von mir erhalten haben, würden Sie mir einen waiver schicken, den ich unterschreiben muss. Diesen habe ich bisher nicht erhalten.

Viele Grüße

Thank you for the update.

Dear Kingmaker Casino,

Could you give us some information about the situation?

Hello, I received the refund today. The case can now be closed. Thank you for your help, and thank you Kingmaker Casino!

Hallo, ich habe die Rückerstattung heute erhalten. Der Fall kann nun geschlossen werden. Vielen Dank für Eure Hilfe und vielen Dank Kingmaker Casino!

Hi @zeninosilla,

We're glad we could help!

Kind regards,

Kingmaker Casino

Dear zeninosilla,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru