The player from Germany had requested account blocking due to gambling addiction on April 18, but his request was ignored, allowing him to continue depositing and becoming a VIP player. He wanted to reclaim the amount lost since his initial request. The Complaints Team had closed the case due to a lack of response from the player.
Kingmaker Casino - Player requests refund after account should have been closed.
Kingmaker Casino
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Opened
Current status
Waiting for Casino Guru to reply
4d 11h 17m 26s
Case summary
2 days ago
Public
Visitor
Public
2 months ago
Translation
Hello,
I registered with Kingmaker at the beginning of April. On April 18, I informed the live chat that I was addicted to gambling and that my account needed to be blocked. I was referred to the support email. So, on April 18, I sent an email requesting that my account be blocked (see attachment). This request was ignored. I've been able to continue depositing without issue for the past ten days and even became a VIP player. I would now like to reclaim the amount I've lost since April 18. That should be possible in this case, right? I haven't contacted the casino yet. I wanted to ask for your opinion.
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Public
Complaint Resolution Center Team Lead
Public
2 months ago
Dear Danielmuc,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], 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 still have access to your casino account? Have you recently tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.
Thank you very much in advance.
Best regards,
Kristina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Visitor
Public
2 months ago
Translation
The email could not be delivered to you. Could you please check your email address again?
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Sensitive attachment
Visitor
Sensitive attachment
2 months ago
Translation
Further communication with the casino is desired here.
Two days after my email, this automated message arrived.
However, the account was not blocked immediately, but they asked me whether I really wanted that.
Being addicted, I of course denied it because I wanted to keep playing.
The casino's behavior is absolutely unacceptable.
If you have a gambling addiction (and that's been the case at every casino so far), a single message is enough. I sent it via live chat on April 18.
And then again by email (which I sent to you).
My VIP contact then asked me again by phone that he would like to close all emails, to which I replied in the affirmative.
Since then, I've lost approximately €7,500. The casino should have blocked my account immediately, so I'm demanding my money back.
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Complaint Resolution Center Team Lead
Public
2 months ago
Thank you for your reply, Danielmuc. My email address is correct and working. Please try sending everything again. Also, you didn't clarify if you currently have access to your casino account. Thank you.
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Visitor
Public
2 months ago
Translation
Hello, I have listed all the information above.
An email is therefore no longer necessary.
and yes, I still have access and can play
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Public
Complaint Resolution Center Team Lead
Public
1 month ago
Unfortunately, in order for us to proceed with this case as a failed self-exclusion, we need to see the initial self-exclusion request. Can you please post it here?
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Complaint Resolution Center Team Lead
Public
1 month ago
Dear Danielmuc,
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.
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Complaint Resolution Center Team Lead
Public
1 month ago
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,
Kristina
www.kpvfaw.com
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Complaint Resolution Center Team Lead
Public
3 weeks ago
We’ve reopened this complaint at the request of Danielmuc. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Can you please give us a brief update on the current situation?
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Complaint Resolution Center Team Lead
Public
2 weeks ago
Dear Danielmuc,
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.
Public
Visitor
Public
2 weeks ago
Translation
And as I said: the request for blocking was actually ignored. This means the casino is violating its own terms and conditions. All deposits must therefore be refunded.
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Visitor
Public
1 week ago
Translation
What are the next steps? What will happen? Have you ever successfully reclaimed payments from Kingmaker?
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Complaint Resolution Center Team Lead
Public
1 week ago
Hello Danielmuc,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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Complaint Resolution Center Team Lead
Public
2 days ago
Thank you very much, Danielmuc, for your cooperation, and I apologize for the delayed response. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
Casino Guru is examining the case
