Kingmaker Casino - Das Spielerkonto wurde ohne Zustimmung wiedereröffnet.

Hello, the Casino reopened my account twice without my consent, after I sent closure requests for gambling addiction in October 2024 and May 2025, leading to losses of approximately €350.

Twice I received confirmation emails that my account had been closed, then through messages inviting me to play, giving me a 200% bonus on my deposit, they led me to these losses.

Is it possible to request a refund in these cases?

Salve, il Casinò ha riaperto l' account per ben due volte senza il mio consenso, dopo aver mandato richiesta chiusura per dipendenza da gioco a ottobre 2024 e Maggio 2025, portandomi a perdite per circa 350€.

Per due volte ho mail di conferma che account era stato chiuso, poi attraverso dei messaggi che mi invitavano a giocare , dandomi bonus del 200% sul deposito, mi hanno portato a queste perdite

È possibile chiedere un rimborso in questi casi?

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Kingmaker Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

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

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

Dear JOEJANET90,

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,

Tomas