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Good evening, I am sending this complaint because after several emails with the casino, the casino no longer responds to my emails.

I requested a refund from the casino for my deposits made on February 5th, after the casino reopened my account that had been closed for months due to problem gambling, letting me know by sending me a text message with free spin bonuses.

The casino said that my account was reopened due to a provider update, apologizing, but I think it is right that they refund my deposits for the amount of €130, because a casino should not reopen a gaming account closed due to gambling addiction.

I remain available for clarifications.

Thank you

Buonasera, invio questo reclamo perché dopo svariate email con il casino, il casino non risponde piu alle mie email.

Ho richiesto al casino il rimborso dei miei depositi effettuati il 5 febbraio, dopo che il casino ha riaperto il mio acconunt che era chiuso da mesi per gioco problematico, facendomelo sapere inviandomi un sms con dei free spin bonus.

Il casino ha detto che il mio conto è stato riaperto per un aggiornamento del provider, scusandosi, ma credo sia giusto che mi rimborsi i depositi effettuati per l importo di euro 130, perché un casino non deve riaprire un conto gioco chiuso per ludopatia.

Rimango a disposizione per chiarimenti.

Grazie

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing with the casino and the lack of response to your emails.

To better understand the situation, could you confirm the following:

• Was your account closed by you or by the casino due to the problem gambling issue?
• When the casino reopened your account, did they provide any terms or conditions related to the reopening, or was this simply a result of the provider update they mentioned?
• Could you also forward any relevant communication from the casino, including the text message and any email correspondence, to petronela.k@casino.guru? This will help us further investigate the situation.

Your cooperation is important for us to proceed and resolve this matter. We want to make sure we fully understand all aspects of your case so that we can mediate effectively and get a fair resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Good morning, the gaming account was closed by the casino months and months ago after my request to close it for problem gambling.

And so far so good.

Instead, last week I received a text message from the casino informing me of a bonus on their site and they had reopened without giving me any explanation.

Forwarding email history with casino.

Thank you

Buongiorno, il conto gioco è stato chiuso dal casino mesi e mesi fa dopo la mia richiesta di chiuderlo per gioco problematico.

E fino a qui tutto bene.

Invece la settimana scorsa mi è arrivato un sms dal casino che mi informava di un bonus sul loro sito e avevano riaperto senza darmi nessuna spiegazione.

Inoltro cronologia email con il casino.

Grazie

Hi Enjoy1984,

Thank you for your reply and for forwarding the email history.

To better understand the situation and assist you effectively, could you please create a detailed timeline of events, including:

• When did you request the account closure due to problem gambling?
• When did the casino confirm the closure of your account?
• When did you receive the text message about the bonus, and when did you discover that your account had been reopened?
• On what date did you make the deposits totaling €130?

This timeline will help us gain a clearer picture of the sequence of events and take appropriate steps to resolve your complaint.

Looking forward to your reply.

I asked for closure months and months ago for problem gambling and the casino closed immediately.

I received the message from the casino on February 5th which is the day I deposited the 130 euros. The casino closed my account a few days later.

Ho chiesto la chiusura mesi e mesi fa per gioco problematico e il casino aveva chiuso immediatamente.

Ho ricevuto il messaggio dal casino in data 5 febbraio giorno che ho anche depositato i 130 euro. Il casino ha chiuso il mio account qualche giorno dopo.

After I deposited the 130 euros I requested closure again for problem gambling, and the casino closed a few days later.

Dopo che ho depositato i 130 euro ho richiesto di nuovo la chiusura per gioco problematico, e il casino ha chiuso qualche giorno dopo.

Hi Enjoy1984,

Thank you for your patience. Based on our records, here’s a timeline of your case so far:

• 5th February 2025 – You made a deposit and informed the casino that your account, which was supposed to be closed due to a gambling problem, had been reopened.
• 9th February 2025 – The casino replied, confirming that they had closed your account.
• 12th February 2025 – The casino informed you that the account was reopened due to an update from the provider.
• After 12th February 2025 – No further response from the casino.

To better understand your situation, could you please confirm the following?

1. Is your account currently blocked, or do you still have access?
2. Do you have any supporting evidence that your account was previously closed due to a gambling problem?
3. Has the casino responded to you at all after 12th February?

Your answers will help us assess the case more effectively. Looking forward to your response.

My account is currently blocked, I have no email from the first closure for gambling addiction, but as you can see from the emails exchanged with the casino my account was closed for gambling addiction.

I have not received any further response from the casino.

Il mio account è attualmente bloccato, non ho email della prima chiusura per ludopatia, ma come si vede dalle email scambiate con il casino il mio account era chiuso per ludopatia.

Non ho più ricevuto risposta dal casino.

Thank you very much, Enjoy1984, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Enjoy1984, 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 re-opening of the account 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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

Good morning, I had already replied to the casino on March 10th, I replied again now.

Email history of emails exchanged with the casino.

Thank you

Buongiorno, avevo già risposto al casino il 10 marzo, ho risposto di nuovo ora.

Invio tramite email cronologia delle email scambiate con il casino.

Grazie

Dear Enjoy1984, could you please fill me in on what is happening at the moment? Since I have not been CCed into the e-mail conversation with the casino, I don't know what is currently going on. Thank you.

Hi Matej I sent you emails that I exchanged with the casino.

The casino told me that they would refund me the 130 euros and asked me for my bank details, I replied with the header of my bank statement.

They say they have not received a response and today I sent my bank details again.

I remain at your disposal.

Thank you

Ciao Matej ti ho inviato email che ho scambiato con il casino.

Il casino mi ha comunicato che mi rimborsa i 130 euro e mi chiedeva i miei dati bancari, ho risposto con l'intestazione del mio estratto conto.

Dicono che non hanno ricevuto risposta ed oggi ho inviato nuovamente i miei dati bancari.

Rimango a disposizione.

Grazie

Thank you very much for the quick update! I can also confirm I have received the messages. Much appreciated. :)

Dear Kingmaker Team, as you have the requested information available, please let us know once the payment has been processed on your end. Also, please confirm that the account has now been closed indefinitely, without the option for reopening, due to the gambling addiction. Thank you.

Dear all

Thank you for your patience.

Please be informed that refund of 130 euro was completed and paid out on our side we hope his resolve the issue for you .

Best Regards

Kingmaker Team

Dear Enjoy1984, please let us know once you receive the refund, so the case ca be closed as resolved. :)

Meanwhile, dear Kingmaker Team, can you please confirm that the player's account has been closed without the option for reopening, marked as "closed due to the gambling problems" and there will be no more marketing communication sent via e-mail and SMS?

I confirm that I have received the refund.

Thank you

Confermo di avere ricevuto il rimborso.

grazie

Dear Enjoy1984,

Since the account has been closed and you have confirmed receiving the refund, I'll go ahead and mark the complaint as 'resolved' in our system. We 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/casino.guru. 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

Casino.Guru