Dear CasinoGuru Team,

I would like to file an official complaint against Kingmaker Casino because my account was not closed despite multiple and verifiably clear self-exclusion requests. This resulted in significant financial losses and, in my opinion, represents a gross violation of player protection regulations.

On **04 February 2025** I sent for the first time an email to [email protected] I requested **immediate and permanent closure of my account**. As a result, I have sent **more than 14 emails** to date, all with the same request – clearly documented and verifiable. I was already told in the live chat at the time that I should contact support via email, which I naturally did.

**Despite all these attempts, my account was not blocked.** I received no response, no feedback, and no implementation of my self-exclusion. At that point, I was already excluded via the German OASIS exclusion system and actively tried to protect myself further – but the casino completely ignored my desire for protection.

As a result of this breach of duty, I continued to have access to the casino and suffered **significant financial loss**. It is completely incomprehensible why a casino with international reputation repeatedly ignores documented requests from a customer for self-protection.

Additionally, I have repeatedly asked for my **transaction history** to be made available to me – again, I have received **no response**.

On this basis, I call for:

1. A **written confirmation of my self-exclusion** with immediate account closure.

2. The complete **transmission of my account transactions** (deposits, losses, profits).

3. **Reimbursement of all losses** incurred after February 4, 2025, as they occurred in violation of my verifiable protection requests.

I am happy to provide all email receipts and other documents.

I thank you for your support in this matter – especially in the interests of responsible gaming and consumer protection.

Best regards

Florian R.

Sehr geehrtes CasinoGuru-Team,

ich m?chte hiermit eine offizielle Beschwerde gegen Kingmaker Casino einreichen, da mein Konto trotz mehrfacher und nachweislich eindeutiger Selbstausschlussanfragen nicht geschlossen wurde. Dies führte zu erheblichen finanziellen Verlusten und stellt aus meiner Sicht eine grobe Verletzung der Spielerschutzpflicht dar.

Am **04. Februar 2025** habe ich zum ersten Mal per E-Mail an [email protected] um eine **sofortige und dauerhafte Schlie?ung meines Kontos** gebeten. In der Folge habe ich bis heute **mehr als 14 E-Mails** geschickt, alle mit demselben Anliegen – eindeutig dokumentiert und nachweisbar. Bereits im Live-Chat hatte man mir damals mitgeteilt, ich solle mich per E-Mail an den Support wenden, was ich selbstverst?ndlich getan habe.

**Trotz all dieser Versuche wurde mein Konto nicht gesperrt**. Ich erhielt keinerlei Antwort, keine Rückmeldung und keine Umsetzung des Selbstausschlusses. Ich war zu diesem Zeitpunkt bereits über das deutsche OASIS-Sperrsystem ausgeschlossen und habe aktiv versucht, mich zus?tzlich zu schützen – doch das Casino hat meinen Schutzwillen komplett ignoriert.

Infolge dieser Pflichtverletzung habe ich weiterhin Zugang zum Casino gehabt und dabei **einen erheblichen finanziellen Schaden** erlitten. Es ist v?llig unverst?ndlich, warum ein Casino mit internationalem Anspruch wiederholt dokumentierte Anfragen eines Kunden zum Selbstschutz ignoriert.

Zus?tzlich habe ich mehrfach darum gebeten, mir meine **Transaktionshistorie** zur Verfügung zu stellen – auch hier habe ich **keinerlei Antwort erhalten**.

Auf dieser Grundlage fordere ich:

1. Eine **schriftliche Best?tigung meines Selbstausschlusses** mit sofortiger Kontosperrung.

2. Die vollst?ndige **übersendung meiner Kontotransaktionen** (Einzahlungen, Verluste, Gewinne).

3. Die **Rückerstattung aller Verluste**, die nach dem 04. Februar 2025 entstanden sind, da sie unter Missachtung meiner nachweisbaren Schutzanfragen erfolgten.

Ich bin gerne bereit, s?mtliche E-Mail-Belege und weitere Unterlagen zur Verfügung zu stellen.

Ich danke Ihnen für Ihre Unterstützung in dieser Angelegenheit – insbesondere im Sinne des verantwortungsvollen Spiels und des Verbraucherschutzes.

Mit freundlichen Grü?en 

Florian R.

Dear f.roth,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Regarding your request for a comprehensive report of your deposits and withdrawals, we are unable to assist you. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard. 

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

thank you again for your response regarding my complaint against Kingmaker Casino.

Following your request, I am now submitting a complete and clearly documented timeline of my repeated self-exclusion requests.

These messages span from February 4, 2025 to April 30, 2025 and include over 15 emails and chats, in which I explicitly asked for my account to be closed immediately due to gambling addiction and to protect my mental well-being.

Some key examples:

- February 4: "Please delete my account because of gambling addiction."

- February 9: "I kindly ask you to process this request without delay and ensure I am permanently excluded."

- March 12: "Please please close my Account because of gambling addiction! Please immediately!"

- March 19: "Bitte schlie?t mein Konto aufgrund von Spielsucht."

- April 30: "We have repeatedly requested that my account be permanently closed... this situation is serious."

Despite these clear and urgent messages, I never received any confirmation, and my account remained fully active. In some cases, I was even contacted with cashback or promotional offers. This is an outrageous failure of responsible gambling obligations.

I sent all relevant emails and screenshots to your Mail Adress, which clearly document my efforts. The deliberate inaction by the casino directly contributed to continued gambling and significant financial harm – harm that could and should have been prevented.

I respectfully ask for this complaint to be reviewed accordingly and for the casino to be held accountable for this unacceptable conduct.

Thank you for your ongoing support.

Best regards

Thank you very much, f.roth, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear f.roth,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Kingmaker Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Kingmaker Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo