Kingmaker Casino - Anmodning om selvudelukkelse af spillere er blevet ignoreret.

Hello, on June 25, 2024, I wrote an email to the casino requesting a self-exclusion due to my gambling addiction. I have neither received a response from the casino nor has my account been suspended. Currently, this is the only casino where I can play since I am banned from others.

On June 27-28, I relapsed and lost €850. This could have been avoided if the casino had fulfilled their obligations and suspended me. I would like the casino to refund my deposits made since June 26, 2024, and to block my account as I originally requested, so I do not fall back into addiction.

Hallo, am 25.06.2024 habe ich dem Casino eine email geschrieben das ich wegen glücksspielsucht eine Sperre habe möchte ich habe weder eine Antwort vom Casino erhalten noch wurde mein Account gesperrt da es aktuell das einzige Casino wo ich spielen kann da die anderen gesperrt sind.

am 27.06-28.06 bin ich rückfällig geworden und habe 850€ eingesetzt und verspielt das hätte vermieden werden können wenn das Casino ihre Pflichten nachgekommen wären und mich gesperrt hätten.ich möchte von dem Casino das sie mir meine Einzahlungen ab den 26.06.24 zurück erstatten und mich von ihrer Seite Sperren wie ich es haben wollte damit ich nicht wieder in die Sucht gerate.

Dear Romkaa_6, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.l@casino.guru. 

Could you please confirm if you passed the full KYC verification?

Thank you very much in advance. 

Best regards, 

Veronika

Hello, I have sent everything I have.

no I didn't do a kyc because I haven't won yet and therefore I don't have to do it

Greetings Roman

Hallo ich habe alles geschickt was ich habe .

nein ich habe keine kyc gemacht da ich noch nicht gewonnen habe und ich es deshalb nicht machen müsste

lg Roman

Thank you for your emails. Are you still able to access your casino account or have you been self-excluded?

I can no longer access my casino account. It was blocked on Friday. When I complained that I had not been blocked regarding my request for a refund of my stake, I was told to contact them via email as they are not allowed to give out any information, but I have not received a reply via email.

Ich kann nicht mehr auf mein Casino Konto zugreifen es wurde am Freitag gesperrt als ich mich beschwert habe das ich nicht gesperrt wurde bezüglich meiner foderung mir mein Einsatz zu erstatten wurde mir gesagt ich soll mich diesbezüglich per Mail melden da sie keine Auskünfte geben dürfen aber per Mail wird mir nicht geantwortet.

On 25.06.24 I sent the email with the self-lock and on 28.06.24 at 10 a.m. I was only blocked after I complained

Am 25.06.24 habe ich die Mail geschickt mit der selbstsperre und m 28.06.24 um 10 Uhr erst wurde ich gesperrt nachdem ich mich beschwert habe

Dear Romkaa_6,

You requested self-exclusion on June 25. The casino closed your account on June 28, which is three business days later. At Casino.Guru, we believe that accounts of players with gambling issues should be closed as soon as possible. We consider the period of three working days to be acceptable for account closure. I am very sorry, but since your account was closed relatively quickly, we believe you are not entitled to receive a refund. Unfortunately, I am forced to reject your case. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.