Kingmaker Casino - L'account del giocatore rimane attivo nonostante la richiesta di chiusura.

I am filing this formal complaint against Kingmaker Casino for serious breach of its responsible gambling obligations.

Several days ago, through live chat, I clearly, directly and unambiguously requested the immediate closure of my account due to gambling addiction.

I didn't take a screenshot during that initial contact, so I don't have any visual evidence of the conversation. However, in a subsequent conversation, for which I have attached screenshots, a Kingmaker customer service agent explicitly confirmed that the closure request was made via chat, thus verifying the existence of that prior request.

Despite having disclosed my gambling addiction and having requested the closure of my account:

The account was not closed.

I was allowed to continue accessing the platform

I was allowed to make new deposits

As of today, the account remains active.

As a direct result of this inaction by the operator, I made numerous deposits after the closure request, but I am not sure how much.

I have tried to resolve this situation directly with Kingmaker, both by chat and email, without obtaining an effective solution or the closure of the account.

For all the above reasons, I request GuruCasino's intervention to:

I demand the immediate and permanent closure of my account. I need to protect myself, but they won't close my account and keep sending me marketing materials.

Review and claim the return of deposited funds after the request for closure due to gambling addiction

Determine whether Kingmaker has breached its player protection obligations

I await your response.

Presento esta reclamación formal contra Kingmaker Casino por incumplimiento grave de sus obligaciones en materia de juego responsable.

Hace bastantes días, a través del chat en vivo, solicité de forma clara, directa y sin ambigüedades el cierre inmediato de mi cuenta por adicción al juego.

En ese primer contacto no realicé captura de pantalla, por lo que no dispongo de prueba gráfica de dicha conversación. No obstante, en una conversación posterior, de la cual sí adjunto capturas, un agente de atención al cliente de Kingmaker confirma expresamente que la solicitud de cierre fue realizada por chat, verificando así la existencia de dicha petición previa.

A pesar de haber comunicado mi adicción al juego y haber solicitado el cierre de la cuenta:

La cuenta no fue cerrada

Se me permitió seguir accediendo a la plataforma

Se me permitió realizar nuevos depósitos

A día de hoy, la cuenta continúa activa

Como consecuencia directa de esta falta de actuación por parte del operador, realicé numerosos depósitos posteriores a la solicitud de cierre, pero no estoy segura de cuanto.

He intentado resolver esta situación directamente con Kingmaker, tanto por chat como por correo electrónico, sin obtener una solución efectiva ni el cierre de la cuenta.

Por todo lo anterior, solicito la intervención de GuruCasino para:

Exigir el cierre inmediato y definitivo de mi cuenta, necesito protegerme pero ellos no me cierran la cuenta y me siguen mandando cosas comerciales.

Revisar y reclamar la devolución de los fondos depositados tras la solicitud de cierre por adicción al juego

Determinar si Kingmaker ha incumplido sus obligaciones de protección al jugador

Quedo a la espera de su respuesta.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kingmaker Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Did live chat support inform you that the self-exclusion request must be submitted via email when you first contacted live chat?
• Have you kept the initial conversation with live chat support as evidence?
• After you were informed that the self-exclusion request should be sent via email, have you sent an email as the live chat recommended?
• Is your player's account currently accessible to you?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Kingmaker Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas