Kingmaker Casino - Igrač zahteva povraćaj novca nakon zatvaranja naloga.

Ladies and Gentlemen

After the casino's payout policy was disastrous and the winnings seemed unreliable, as so many deposits were offset by barely any withdrawals, I decided to permanently close the account on September 17, 2025, for my own protection. The chat referred me to an email address. I requested the irrevocable closure attached to this email. This meant I would no longer have been able to play from the following day onwards. Instead, I was lured back into playing with aggressive advertising.

Since my declaration of intent was clear, I demand a full refund of all stakes starting September 18, 2025. I set a deadline of seven days for this, after which I will file a criminal complaint. I was deliberately encouraged to gamble. The attachments are clear. The casino has acted in a highly illegal manner and is hostile to player protection.

In the past, I've tried to close the account several times for my own protection – unfortunately, always unsuccessfully. This time, I insist on a refund. The refund will be credited to the original payment method. In the event of non-payment, I will also demand any amounts paid in the past. Only five files could be uploaded; if further payment receipts are required, please let me know.

Sehr geehrte Damen und Herren,

nachdem die Auszahlungspolitik im Casino katastrophal war und die Gewinnverläufe nicht seriös erschienen, da sehr vielen Einzahlungen kaum Auszahlungen entgegen standen, habe ich mich zu meinem Schutz dazu entschlossen, das Konto am 17.09.2025 unwiderruflich zu schliessen. Im Chat verwies man auf eine E-mailadresse. An diese E-mail habe ich anhängende unwiderruflich Schließung in Auftrag gegeben. Somit hätte ich ab dem folgenden Tag nicht mehr spielen können. Stattdessen wurde ich mit aggressiver Werbung wieder zum spielen verführt.

Da meine Willenserklärung eindeutig war, fordere ich die Einsätze ab dem 18.09.2025 vollumfänglich zurück. Hierfür setze ich eine Frist von 7 Tagen, danach erstatte ich Strafanzeige. Ich wurde vorsätzlich zum Spielen animiert. Die Anhänge sind eindeutig. Das Casino hat sich im höchsten Maße illegal und Spielerschutz feindlich gezeigt.

In der Vergangenheit hatte ich bereits mehrmals zu meinem Schutz versucht das Konto zu schlißen - leider immer erfolglos. dieses Mal bestehe ich auf die Rückzahlung. Die Rückzahlung ist dem ursprünglichen Zahlungsmittel gutzuschreiben. Im Falle einer Nichtzahlung werde ich auch länger zurückliegende Beträge einfordern. Es konnten nur 5 Dateien hochgeladen werden, sofern weitere Zahlungsbelege erforderlich sind bitte ich um Information.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Heiderich,

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 gambling problems).

Are you concerned that gambling may be becoming problematic, occupying a significant amount of your time and thoughts?

Have you contacted casino support again to request account closure?

Looking forward to your reply,

Katarina

Hello!

As you can read in my email, I have permanently closed my account with the addition that it may not be reopened.

This means you are fully entitled to a refund of any amounts paid from this point onwards.

Unfortunately, the support chat is very poor. You get fobbed off and only receive standard answers.

The gambling behavior is irrelevant here, because my declaration of intent was clear. The casino should have complied.

Hallo!

Wie sie in meiner E-Mail lesen, wurde das Konto von mir endgültig geschlossen mit dem Zusatz, dass es nicht wieder eröffnet werden darf.

Somit besteht voller Anspruch auf Erstattung der ab diesem Zeitpunkt eingezahlten Beträge.

Leider ist der Chat des Support sehr schlecht. Man wird abgewimmelt und bekommt nur Standartantworten.

Das Spielverhalten spielt hier keine Rolle, denn meine Willenserklärung war eindeutig. Das Casino hätte Folge leisten müssen.

Dear Heiderich,

thank you for your message.

• Have you sent any other emails requesting the closure of your account?
• Have you tried contacting support after you learned your account closure request wasn't granted?
• Has the casino confirmed the closure of your account?

Looking forward to your reply,

Katarina

Hello!

Since Kingmaker has generally not responded to such emails in the past, there was no prospect of success after a chat and an email.

Since other players at the casino have also filed complaints about exactly the same behavior, it can be assumed that the casino is deliberately violating player protection.

The refund must therefore be made.

Best regards

Hallo!

Da Kingmaker - auch in der Vergangheit grundsätzlich nicht auf solche Mails antwortet, war nachdem ein Chat und eine Mail erfolgte - keine Aussicht auf Erfolg gegeben.

Da auch andere Spieler des Casinos wegen genau des gleichen Verhaltens Beschwerde eingelegt haben ist davon auszugehen, dass das Casino mit Vorsatz den Schutz der Spieler mit Füßen tritt.

Die Erstattung hat somit zu erfolgen.

Mit freundlichen Grüßen

Dear Heiderich,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello!

The email with the unique email has been sent to you.

mfg

Hallo!

Die Mail mit der eindeutigen Mail wurde an Sie verschickt.

mfg

Dear Heiderich,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. Following a review of the account closure email sent to the casino, it is assumed that you do not have a such a condition. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.

All the best,

Katarina