Kingmaker Casino - L'account del giocatore è stato riaperto contro la sua volontà.

I had locked and permanently closed my account due to gambling-related issues, but unfortunately, they reopened it against my will, exploiting my pathological addiction to make me play again. I requested the permanent closure of the account and a refund of the deposited amounts, but they only closed the account without issuing a refund.

avevo bloccato e chiuso definitivamente l’account per problemi di patologia legati al gioco d’azzardo, purtroppo mi hanno riaperto l’account contro la mia volontà e sfruttando la mia dipendenza patologica per farmi giocare di nuovo. Ho richiesto la chiusura dell’account definitivamente e le somme versate hanno solo chiuso l’account e non rimborsato

Hello qhysvxcv9b,

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?
• When exactly did you request for self-exclusion for the first time and did you mention gambling addiction in it?
• is your account currently still open?

Please forward your initial self-exclusion request sent to the casino to [email protected] for further review.

Awaiting your response.

Regards,

Nick

hello unfortunately I no longer have the 2024 emails in which I first requested the permanent closure of the account because they were old and I deleted them, now the account is closed and they confirmed to me that they had blocked everything. However, the fact remains that I had already blocked the account for gambling addiction in 2024 and it was reopened without my consent

ciao purtroppo non ho più le Mail del 2024 in cui avevo chiesto per la prima volta la chiusura definitiva dell’account in quanto essendo vecchie le ho eliminate, adesso l’account risulta chiuso e mi hanno confermato di avere bloccato tutto. Tuttavia permane il fatto che avessi già fatto bloccare l’account per dipendenza da gioco nel 2024 ed è stato riaperto senza il mio consenso

Hello qhysvxcv9b,

Unfortunately, without any evidence, our hands are tied.

Please understand that without your initial self-exclusion request, it is impossible to prove that your account was ever excluded.

I would hardly advise to contact the casino's licensing authorities as they can request any internal information from the casino and they are obligate to provide it as on the other hand, they could simply claim to us that you never did send such a request.

Is there anything else we could assist you with?

Regards,

Nick

Thanks Nick I understand, but I managed to recover the email from January where they say my account has been reopened I will forward it to you via email and reading your forum this thing has happened to many other people it would be important to try to verify because it is very serious and it would be important to have a response from the casino

Grazie Nick capisco, sono riuscito a recuperare però la mail di gennaio in cui dicono che il mio account è stato riaperto te la inoltro via mail e leggendo il vostro forum questa cosa è successa a molte altre persone sarebbe importante provare a verificare perché è molto grave e sarebbe importante avere una risposta dal casinò

Dear qhysvxcv9b,

I sincerely apologize for the situation, but unfortunately, an email regarding a reopened account is not sufficient evidence in cases like this. Your account may have simply been closed rather than self-excluded.

Please understand that, without concrete proof, we have no basis to challenge the casino's decision, and they may simply deny any claims made. We strongly recommend keeping such emails saved, as they can be valuable in similar situations in the future.

Is there anything else we can assist you with?

Best regards,

Nick

King Master Casino did not even propose to verify the symptom of non-seriousness

Casinò King master non si è neanche proposto di verificare sintomo di non serietà

Dear qhysvxcv9b,

As there has been no sufficient evidence provided, we will be forced to close the complaint.

You can reopen it by forwarding a clear proof of being self-excluded from the casino in the past.

I'm sorry that we could not further assist you but as explained above, without evidence, our hands are tied.

Best regards,

Nick