The player from Germany had requested Kingmaker Casino to block her account due to gambling addiction. However, despite multiple attempts, the account remained open and promotional offers persisted. She had made several deposits after her initial request and sought a refund and immediate account closure, citing a lack of response and enforcement from the casino. The issue was resolved when the casino confirmed that the account was permanently closed and that a refund of 700 euros had been completed. Additionally, the casino assured that the player would not receive any further marketing communications. The complaint was marked as resolved.
Kingmaker Casino - Player’s account remains open despite self-exclusion request.
Amount: €700
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
4 months ago
Translation
I asked Kingmaker Casino for the first time on January 29, 2025 to block my account due to gambling addiction. A ticket was opened, but there was no response or closure. Instead, more and more bonus and promotional offers.
On February 7, 2025, the account was still open and the offers persuaded me to play again. I made 7 (!) deposits of €100 each and of course lost.
I then wrote to the casino again and requested my deposits back because they had ignored my request to be banned from playing. - no response!
On February 9, 2025, I contacted the casino for the third time (!!) and asked for the last time to block the account and refund the last amounts. A ticket was opened here too, but there was never a response.
I can still log in and start playing today! Player protection is zero!!
I am demanding a refund of the amounts that were paid after I first requested to close my account and that my account be closed immediately, but nothing has happened. On the contrary, I am being exploited and there is even more advertising. I was able to unsubscribe via email, but now I am suddenly being sent SMS with advertising offers. The casino is acting illegally in every respect.
What can I do??
Automatic translation:
Public
PR Assistant
Public
4 months ago
Hello anettraabe,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kingmaker Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Would it be possible to forward your first self-exclusion request you sent to the casino to [email protected]?
- When was the last time you spoke to the casino and what did they respond?
Looking forward to your answer.
Regards,
Nick
Public
Public
4 months ago
Translation
Hello, I sent all the necessary data and emails to Nicolas on Friday. Yesterday I received an email from the casino for the first time (in response to my second email from February 8, 2025 in which I AGAIN asked for the account to be closed and for the last bets to be refunded.) The email was only NOW forwarded to the relevant department and only now has the account been "temporarily" blocked.
Automatic translation:
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PR Assistant
Public
4 months ago
Thank you anettraabe for all the information provided. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Casino Analyst & Complaint Specialist
Public
4 months ago
Hello anettraabe, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly at [email protected].
Thank you for your patience and cooperation in advance.
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Public
4 months ago
Translation
Hello, I have sent all email histories to Matej. Thanks
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Hello, I can confirm receiving the message. Thank you for the additional details provided.
We'll try to get in touch with Kingmaker Casino, to resolve this case as soon as possible.
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Casino representative
Public
4 months ago
Dear Matej and anettraabe,
Apologies for the delay. We'll currently investigating this and will get back to you as soon as possible.
Kind regards,
Kingmaker team
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Casino Analyst & Complaint Specialist
Public
4 months ago
Thank you very much for the response! :)
Please let us know as soon as you have more information available, and if it is something not possible to share publicly, you can send it to me directly at [email protected].
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Casino representative
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3 months ago
Dear all,
Thank you for your patience. Kindly be informed that customer has been contacted on email regarding this , we would kindly ask him to reply to us, please accept our apology for this situation.
Best Regards
Kingmaker Team
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Casino Analyst & Complaint Specialist
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3 months ago
Dear anettraabe, please keep us up to date with the latest development. Most importantly, whether the casino closes your account, if you get your deposits back and when the advertising stops.
Thank you very much.
Public
Casino representative
Public
3 months ago
Dear all
Thank you for your patience.
Please be informed that refund of 700 euro was completed and paid out on our side we hope his resolve the issue for you .
Best Regards
Kingmaker Team
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Casino Analyst & Complaint Specialist
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3 months ago
Dear anettraabe, please let us know once you receive the refund, so we can mark this case as solved. Thank you :)
Meanwhile, dear Kingmaker Team, can you please confirm the account has been closed without the option for reopening, marked as "closed due to the gambling addiction" and that the player will not receive any marketing communication via e-mails and SMS? Thank you very much.
Public
Public
3 months ago
Translation
Hello,
I just received the refund. I can't log in right now because "the account is being verified."
I haven't received any advertising offers so far.
thank you very much for your help!!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear anettraabe, this is wonderful news! :) Thank you very much for the confirmation. also for the future reference, I would like to bring to your attention a free app BetBlocker (https://betblocker.org/de/) that can help you keep safe from online gambling on both computer and mobile! If you like, see if it is something that would be of help to you.
Once Kingmaker Team confirms the account has been closed without the option for reopening, marked as "closed due to the gambling addiction" and that the player will not receive any marketing communication via e-mails and SMS
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Casino representative
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3 months ago
Dear all
Customer gaming account is permanently closed and and he should not receive any marketing emails.
Best Regards
Kingmaker Team
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Casino Analyst & Complaint Specialist
Public
3 months ago
Big thank you to the Kingmaker Team for the confirmation! :)
Dear anettraabe,
With the refund being sent back to you and casino confirming the account closure alongside of stopping the advertisement, I believe this complaint can now be closed. We'll go ahead and mark the it as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
www.kpvfaw.com
