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Failure to act on gambling addiction disclosure and responsible gambling breach

I am submitting a complaint regarding Kingmaker for failure to act on responsible gambling obligations.

I repeatedly informed the operator via live chat, email, and WhatsApp that I have a gambling problem and explicitly requested account closure. Despite these clear disclosures, no effective action was taken, and I was allowed to continue gambling.

Instead of restricting my account or applying responsible gambling protections, I was offered bonuses, including a structured offer of €60 per week over several weeks. This occurred after the operator was aware of my gambling problem, which raises serious concerns about customer retention practices rather than player protection.

At one point, I had a balance of approximately €4440 and again requested withdrawal and account closure due to my gambling problem. However, due to withdrawal limits of €800 per 24 hours, I could not withdraw my funds quickly. During this period, I continued gambling and ultimately lost the entire balance, as well as an additional €900.

I also requested my chat history to document my case, but the operator failed to provide it for over a week, which delayed my ability to properly document and escalate the issue.

The operator later denied my refund request, stating that their terms do not allow refunds once funds are used for gameplay. However, this was after multiple clear disclosures of gambling addiction and repeated closure requests.

I believe this represents a failure in responsible gambling procedures and player protection obligations. I am requesting a fair review and consideration of a refund.

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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.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, sent via email? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Could you please share the request the casino was replying to in their response from Marleena on March 20th?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion via email at support@kingmaker.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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

Hello,

I would like to provide additional clarification regarding my case with Kingmaker.

My account was ultimately closed on 07.04, and my last deposits were made in the days prior to that.

I have attached previous communication from 19.03 where I clearly refer to earlier chat conversations in which I stated that I have a gambling problem. In those chats, I also expressed frustration that no action was taken despite my disclosure.

The operator claims that account closure must be requested via email. However, I had already informed them about my gambling problem through their live chat, which is also presented on their website as a support channel. Requiring a separate email in such circumstances feels unreasonable, especially when a gambling problem has been clearly disclosed.

Additionally, I requested my chat history over two weeks ago, but it has still not been provided. This has made it more difficult for me to fully document my case.

To clarify the timeline:

I informed the operator about my gambling problem via live chat in February

I again informed them via WhatsApp in March (as previously submitted)

Despite these disclosures through multiple channels, no effective action was taken

The operator also claims that I did not incur losses before submitting an email request. This is not accurate, as I did experience losses after informing them of my gambling problem, even before any formal email closure was processed.

Overall, I believe I clearly communicated my situation multiple times, and the lack of action allowed me to continue gambling and incur further losses.

Thanks for your explanation.

• After you contacted the casino via live chat and informed them of your gambling issues, what was the live chat agent's response?
• Please note that the communication from March 19th isn't conclusive. From the context, it's not apparent that you contacted the casino to seek protection.
• Kindly explain when your communication with the VIP agent took place. If there are any emails you sent to support after it was recommended to you, please send those as well.
• If there is any communication exchanged between you and the support from February you saved, share it with me as well.
• My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Lucase97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Thank you for your response.

To clarify further regarding the live chat communication:

When I informed the live chat agent that I had gambling problems, the response I received was essentially that account closure still needed to be requested via email. Their position did not change even after I disclosed gambling problems. No immediate restriction, suspension, or protective action was applied to my account through the live chat interaction.

I have also been trying to obtain my live chat history for over a month now, but the operator has still not properly provided it to me. This has made it difficult for me to fully document the exact wording and timeline of those conversations.

Additionally, there were technical or delivery issues with emails in the beginning when I attempted to contact support regarding account closure. Several of my earlier emails apparently did not reach them.

When this issue was later acknowledged, the operator conducted what appeared to be an internal review. However, instead of taking stronger responsible gambling measures, I was offered bonuses spread over a longer period in order to keep me active on the platform. At that point, I had already informed them via live chat that I had gambling problems.

Regarding the communication with the VIP agent on WhatsApp, a new formal closure email was not sent immediately after the conversation, but only later. However, during the WhatsApp conversation itself I again informed them about my gambling problems and requested withdrawal and closure assistance.

I am sending the email chain from March 19th for additional context.

Kind regards,

Lucas

Thanks for your reply.

• Could you please provide more details regarding the emails you sent to support?
• Could you please share the communication where your emails weren't acknowledged?
• Send the information to my email at tomas@casino.guru

I apologize for the inconvenience. Thanks in advance for your reply.

Hi, i should have sent you most of the emails now and previously. do you need something else?

Dear Lucase97,

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,

Tomas

Hi okey thanks for the informtion. Do we have any timeframe om this?

Dear Lucase97,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Kingmaker Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Kingmaker Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates. Thank you for your continued patience in the meantime.

Best regards,

Kingmaker Casino Team

Dear Kingmaker Casino,

Thank you for your attention to this case.

I believe that sufficient time has now passed for the review to be completed. Could you please provide us with the results of your investigation, including an explanation as to why the self-exclusion was not applied to the player’s account despite his requests?

Please also let us know what the next steps in this matter will be.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

We are writing to follow up on the matter raised regarding the player's account.

After conducting a thorough internal review of the situation, we would like to offer a full refund of 1,896 EUR to the player as a final resolution.

Dear Lucase97,

If you accept this resolution, please note that we have already sent a separate, requesting the necessary bank details to initiate the transaction. Once those details are provided, we will process the payment immediately.

We also wanted to assure you that your account has been officially and permanently closed as requested. Communication programs associated with your account are also closed.

Thank you for your patience and cooperation throughout this process. Please let us know if you have any questions.

Kind regards,

Kingmaker Casino Team

Dear All,

Thank you for reviewing my case and for your offer of a refund of EUR 1,896.

I would appreciate some clarification regarding the proposed settlement.

Could you please explain how the amount of EUR 1,896 was calculated?

Based on my records, my losses after I informed the operator of my gambling problem and requested account closure were significantly higher. As previously explained during this complaint, I estimate these losses to be approximately EUR 5,500.

Given that the basis of my complaint has always been that I repeatedly disclosed my gambling problem and requested assistance and account closure, I do not understand why only part of those losses has been considered.

I would therefore appreciate a detailed explanation of the calculation and ask you to reconsider the proposed amount.

Kind regards,

Lucas

Dear Lucase97,

We have calculated the final amount based on your net losses incurred since your initial account closure request, which was submitted via WhatsApp to your VIP Manager on 02/04. We acknowledge that your request highlighted your Gambling Addiction. Please be assured that we take responsible gambling matters with the utmost seriousness.

If you wish to proceed and accept the offer, please let us know so we can initiate the transaction.

Kind regards,

Kingmaker Casino Team

Dear All,

Thank you for your response and for explaining how the proposed refund was calculated.

However, I respectfully disagree with the date used for the calculation.

Based on the attached WhatsApp conversation, I clearly informed my VIP Manager on 1 April that I had a gambling problem, that I wanted to withdraw my funds and close my account. I also explained that the withdrawal limit would leave me exposed to further gambling, as it would take several days to withdraw my balance.

Despite this disclosure, I was only informed that withdrawals were limited to EUR 800 every 24 hours and that account closure required an email. No additional responsible gambling measures were taken after I disclosed my gambling problem.

I therefore believe that 1 April, rather than 2 April, is the appropriate starting point for calculating my losses.

In addition, I had already disclosed my gambling problem through your live chat prior to these WhatsApp conversations. I have repeatedly requested my live chat history for a considerable period, but it has still not been provided. As a result, I am currently unable to present those conversations, even though they are in your possession.

In light of the above, I kindly ask you to review the calculation once again, using 1 April as the relevant date and taking into account my earlier responsible gambling disclosures through live chat.

I look forward to your response.

Dear Lucase97,

Thank you for sharing this information with us and for your patience while we reviewed your account.

Following a thorough review of your transactions, we can confirm that the amount calculated after the 1st of April still comes to 1,896 EUR.

To help clarify this further, we can provide you with a detailed cashier history showing the exact net amount breakdown. Please let us know if you would like us to send that over or how would you prefer to proceed in this instance.

Best regards,

Kingmaker Casino Team

Dear All,

Thank you for your reply.

Yes, I would appreciate receiving the detailed cashier history and the full calculation of how the net loss of EUR 1,896 was determined.

However, I would also like to clarify why I do not believe this calculation fully reflects the circumstances of my complaint.

At the time I informed you on 1 April that I had a gambling problem and wanted to withdraw my funds and close my account, I had a balance of approximately EUR 4,440, as shown in the screenshots I previously provided.

I explained that, due to the withdrawal limit of EUR 800 every 24 hours, it would take several days to withdraw my balance. I also made it clear that this was a serious concern because of my gambling problem.

Despite this disclosure, no additional responsible gambling measures were taken. Instead, I was informed that I would have to continue withdrawing over several days and that account closure could only be processed by email.

As a result, I continued gambling and lost the balance of approximately EUR 4,440, together with further deposits made afterwards, resulting in total losses of approximately EUR 5,500.

In addition, I had already disclosed my gambling problem through your live chat before these WhatsApp conversations. Had appropriate action been taken at that stage, these subsequent losses could also have been avoided.

For these reasons, I respectfully believe that limiting the proposed refund to the calculated net deposits after 1 April does not fully address the consequences of the failure to act after my responsible gambling disclosures.

I therefore kindly ask you to reconsider the proposed settlement after reviewing the full circumstances of the case.

Kind regards,

Lucas

Dear Kingmaker Casino,

As you suggested, could you please provide the player’s full cashier history from April 1, 2026 onwards, including all deposits and withdrawals?

Thank you for your cooperation.