Kingmaker Casino - Das Spielerkonto wurde geschlossen und wieder geöffnet.

Hello,

I hereby submit a complaint regarding my account at Kingmaker Casino and request a refund of my losses.

I had previously and explicitly and permanently blocked my account due to a gambling problem. Despite this clear self-exclusion request, my account was later reopened without my consent.

After the reopening, I regained access to my account and subsequently lost a total of approximately €900.

Furthermore, I continued to receive bonus offers and promotional messages even though I had clearly communicated my gambling addiction and requested a permanent ban.

According to the applicable guidelines for responsible gaming, my account should have remained permanently closed in this case, and I should not have been granted any further access.

I believe that all losses incurred after my self-exclusion request should be fully reimbursed.

I will send all relevant evidence to the responsible Casinoguru employee as needed.

Thank you very much for reviewing my case.

Hallo,

ich möchte hiermit eine Beschwerde bezüglich meines Kontos bei Kingmaker Casino einreichen und die Rückerstattung meiner Verluste beantragen.

Ich habe mein Konto zuvor ausdrücklich und dauerhaft aufgrund eines Glücksspielproblems sperren lassen. Trotz dieser eindeutigen Selbstausschluss-Anfrage wurde mein Konto später ohne meine Zustimmung wieder eröffnet.

Nach der Wiedereröffnung hatte ich erneut Zugriff auf mein Konto und habe in der Folge insgesamt etwa 900 € verloren.

Darüber hinaus habe ich weiterhin Bonusangebote und Werbemitteilungen erhalten, obwohl ich meine Spielsucht klar kommuniziert und eine dauerhafte Sperrung verlangt hatte.

Nach den geltenden Richtlinien zum verantwortungsvollen Spielen hätte mein Konto in diesem Fall dauerhaft geschlossen bleiben müssen, und mir hätte kein weiterer Zugang gewährt werden dürfen.

Ich bin der Ansicht, dass alle Verluste, die nach meiner Selbstausschluss-Anfrage entstanden sind, vollständig erstattet werden sollten.

Ich werde nach Bedarf alle relevanten Beweise an den zuständigen Casinoguru-Mitarbeiter senden.

Vielen Dank für die Prüfung meines Falls.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 I can better understand the situation.

• Is your player's account currently accessible to you?
• Could you please specify when the account was closed and during which time it was open and active?
• Could you please share the relevant evidence about the disclosure of your gambling issues to the casino?
• Have you already asked the casino for a refund due to failed player protection? Have you received any response?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear bludiadax,

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

We’ve reopened this complaint at the request of bludiadax. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. Player's message: (translated)

Ballo, I’d like to reopen this case. I had my account suspended again and was unsuspended for a second time. The clear reason I gave was my gambling addiction, and I asked for the account to be closed permanently.

Thanks for the update.

Could you please share evidence of the incident, such as your self-exclusion requests with time visible?

Send the evidence of the incident to my email at tomas@casino.guru

Hello Tomas,

I wrote you an email about it.

I lost €2,550 after having myself permanently banned due to my gambling addiction, and I'm demanding this money back. I've also sent you screenshots of the transactions on my Kingmaker Casino account via email.

Hallo Tomas,

ich habe dir eine Mail zu der Sache geschrieben.

Ich habe 2550 Euro verloren nachdem ich mich wegen meiner Spielsucht dauerhaft sperren lassen habe und fordere diese zurück. Die Screenshots der Transaktionen auf meinem Account beim Kingmaker-Casino habe ich dir per Mail ebenfalls zukommen lassen.

Update: I lost €3150 on the site. I demand a refund of these losses, as I repeatedly attempted to have myself permanently banned due to gambling addiction. However, the casino unblocked me each time. My account is still not currently blocked.

Update: Ich habe auf der Seite 3150 Euro verloren. Ich fordere eine Rückerstattung dieser Verluste, da ich mich mehrmals dauerhaft mit der Begründung Spielsucht sperren lassen wollte. Das Casino hat mich aber wieder entsperrt. Mein Konto ist zurzeit immernoch nicht gesperrt.

Player's message: (translated)

Hello, I accidentally closed the case and would like to reopen it. The issue has not been resolved. I am requesting a refund for the losses I have incurred since I self-excluded due to gambling addiction. I have already sent you the evidence by email. The account is still open.

I have lost €3,500 since my self-exclusion and am claiming this amount back.

Best regards, bludiadax

Dear bludiadax,

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, Matej (matej.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,

Tomas

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

Dear bludiadax,

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,

Matej

We’ve reopened this complaint at the request of bludiadax. We have been informed that the account is still open and the player is receiving bonus offers and is allwoed to continue gambling.

Dear Kingmaker Casino, could you please let us know why the account has been reopened, and confirm the closure with no option for reopening and cessation of marketing promotions towards the player? Also, if you could send me (matej.l@casino.guru) any further information as well as player's cashier history showing both deposits and bonuses from 13/04 until today, that would be very helpful. Thank you.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Kingmaker Casino Team

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 3,500 EUR as a solution to the matter.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

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

Kind regards,

Kingmaker Casino Team

Hello everyone,

thanks for the quick reply.

I calculated all my deposits and withdrawals since February 11, 2026, the date my account should have been blocked, and arrived at a total of €6,635. I should receive a refund of this amount.

I sent Matej a screen recording confirming this amount. I can also send you bank statements if needed.

Best regards

blididax

Hallo zusammen,

danke für die schnelle Antwort.

Ich habe alle Ein- und Auszahlungen von mir seit dem 11.02.2026, also dem Datum, an dem mein Konto hätte gesperrt werden müssen, berechnet und bin auf eine Summe von 6635 Euro gekommen. Diesen Betrag müsste ich zurückerstattet bekommen.

Ich habe Matej ein Screenrecording zukommen lassen, welches diese Summe bestätigt. Bei Bedarf kann ich Ihnen auch Kontoauszüge zuschicken

Viele Grüße

blidiadax

I would like to thank both parties for the responses.

Dear Kingmaker Casino, if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals for the time period of 11/04/2026 - 23/06/2026, I can review it and propose a refund amount according to our Fair Gambling Codex. If you could also include what was the balance voided upon the account closure on 13th April and 23rd June, that would be very helpful and speed up the mediation process as well. Thank you.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Kingmaker Casino Team

Dear Player,

Thank you for waiting while we reviewed your file.

Regarding your ongoing inquiry, our management team has approved a refund of €5,860 as a final settlement to completely resolve this matter. Please note that this constitutes our final offer and official position on this case.

To accept this resolution, please reply to this email with your confirmation and provide the following required banking details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Upon receipt of your acceptance and these details, we will proceed with the payment immediately.

Best regards,

Kingmaker Casino Team

Hello everyone,

That seems fair to me. I accept the offer.

I'd rather not post my details here in the chat. Should I send them to you by email, Matej?

Best regards

Bludiadax

Hallo zusammen,

das erscheint mir fair. Ich nehme das Angebot an.

Meine Daten würde ich ungern hier in den Chat posten. soll ich sie dir per Mail zukommen lassen Matej?

Viele Grüße

Bludiadax

Dear bludiadax, you can send your banking details to the casino directly at support@kingmaker.com with subject: Casino Guru complaint 203859 - banking details.

Once the message is sent, please let us know. Thank you.