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Repeated Self-Exclusion Breach, Refund Refused

Dear Casino Guru Team,

I would like to submit a formal complaint regarding Kingmaker Casino due to a repeated failure to enforce my self-exclusion request.

On 24/05/2025, I submitted a self-exclusion request. Despite this, I was still able to access my account and continue gambling, which resulted in financial losses.

This is not an isolated incident. A previous self-exclusion breach occurred on the same account, which was acknowledged by the casino and resolved with a refund. Despite this prior resolution, the same issue has occurred again, indicating a repeated failure in responsible gambling protections.

I have recently received a response from the casino in which my refund request was refused. The casino referred to its Terms and Conditions, stating that no refund can be issued once bets have been placed and funds have been used for gameplay. However, this response does not address the core issue of my complaint, which is the failure to enforce my self-exclusion request in the first place.

The casino has now closed my account, but only after repeated follow-ups, and continues to deny responsibility for the losses incurred after my self-exclusion request.

I am requesting:

A full refund of losses incurred after my self-exclusion request

A review of the repeated failure to enforce self-exclusion on my account

Proper assessment of the case in light of the previous similar incident and refund

I am able to provide full supporting evidence, including:

Self-exclusion request

Transaction history showing deposits after the request

Casino’s rejection email

Previous refund confirmation for the earlier incident

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. We have noticed that you have already had a successfully resolved complaint about the same issue:

https://casino.guru/complaints/kingmaker-casino-player-s-self-excluded-account-has

Could you please advise on the reason for submitting this complaint? Have you regained access to your self-excluded account?

I look forward to your response.

Best regards,

Attila

Hello and thank you for your response,

I can confirm that this is a new incident.

On 04 September 2024 i made a succesful request of permanent self-exclusion for reasons of gambling addiction.

On 25 April 2025, i regained access to my account(1st violation of self exclusion term) and the the events that followed, are summarized in my previous complaint.

On 09/04/2026 i realized that, for one more time, i could log in to my account and deposit(2nd violation of self exclusion), which resulted in a new set of losses.

Therefore, this complaint concerns a repeated failure by the casino to properly enforce my self-exclusion, rather than the previously resolved case.

Please let me know if you require any additional information or supporting evidence.

Thank you.

I would also like to add that all these happened using my initial unique account.No multiple accounts at all.

Thank you for your reply. Could you please forward the evidence mentioned in your first message? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, do you currently still have access to your account?

Thank you for your patience and cooperation.

I have sent you via mail the relevant evidence.

I can provide you anything else you may consider necessary of my issue.

No, i dont have access anymore.

Thank you

Thank you for the evidence provided. Could you kindly share the receipts for the deposits you made after regaining access to your account in April 2026?

Thank you for your patience and cooperation.

Thank you for your response,

I sent some screenshots via mail.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Christos_min,

It has been almost a year since we last communicated regarding your issue, which seemed to be similar and involved the same casino, resulting in a positive outcome at that time.

I genuinely empathize with your situation and am sincerely sorry that you are experiencing this issue again. Please rest assured that I will do my utmost to assist you in resolving this matter as well.

If there have been any updates or new developments since your last correspondence, please feel free to share them with me.

As part of our standard procedure, I would like to invite a representative from Kingmaker Casino to join this discussion. Their involvement will facilitate a smoother and more efficient resolution of your case.

Dear Kingmaker Casino,

To begin, I would like to reference a statement you made on May 15, 2025 (please see the reference complaint thread at the following link: https://casino.guru/complaints/kingmaker-casino-player-s-self-excluded-account-has):

"We deeply sorry for this technical issue that happened from our side. We would like to re-assure you that your account is being permanently closed from the relevant team and will not be reopened by any chance in the future. One more time, please kindly excuse us for the inconvenience caused."

With this information in mind, could you please clarify how it is possible that, after a year and acknowledging your previous failure in player protection and issuing a refund, the same player's account has been reopened, allowing for further deposits and losses?

Thank you in advance for your explanation.

Best regards,

Kubo

Dear all,

thank you for contacting us.

We have double checked the case and indeed there was a second technical issue with customer's account. We deeply apologize about it and can confirm that we have taken the needed measures so we can avoid further problems with reopening.

To resolve the dispute we can offer the customer refund in the amount of the deposits made during the period in which the account was reopened - 2339.31 EUR. If the customer agrees we will need these details:

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best Regards,

Team Kingmaker

Dear Kingmaker Casino,

Thank you for your response and for taking steps toward successfully resolving the issue. We sincerely hope that the current measures will effectively prevent a recurrence in the future.

Dear Christos_min,

Could you please confirm whether you have contacted the casino and provided the requested information?

Thank you.

Dear all,

we can confirm that the customer has sent us his bank details. We have now forwarded them to our relevant department and they will check it as soon as possible. Once there is update you will be notified.

Thank you for the understanding.

Best Regards,

Team Kingmaker

Dear all,

we can now confirm that the refund was paid to the customer's bank account.

If you have any further questions please do not hesitate to contact us.

Best Regards,

Team Kingmaker

I confirm the payment.

Dear Kingmaker Casino,

Thank you for your prompt resolution of this matter.

Dear Christos_min,

I am delighted to hear that your issue has been resolved! I will mark your complaint as "resolved" in our system. We sincerely appreciate your cooperation. If you encounter any further challenges with this or any other casino, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to assist you!

We hope that you had a positive experience with our services. While we do not charge fees or accept tips, your feedback is incredibly important to us. If you could take a moment to share your experience on Trustpilot (link here), we would greatly appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable to us and helpful for others who may require assistance.

Thank you for your contribution to our continual improvement!

Best regards,

Kubo