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Kingmaker Casino reopened my account without my consent for the second time after they assured me they had permanently closed it due to my gambling addiction. I fell for it again and deposited €480. I'm attaching deposits and exchanges from 2025, where they told me they had closed my account. I would like a refund of my deposits, given the casino's bad faith. This has already happened in 2025.

Il casinò kingmaker ha riaperto senza il mio consenso per la seconda volta di nuovo il mio account dopo che mi aveva assicurato di averlo chiuso definitivamente a causa dei mie problemi di dipendenza dal gioco. Ci sono cascato ancora e ho depositato 480€ allego depositi e scambi del 2025 in cui mi dicevano di aver chiuso account. Vorrei il rimborso dei versamenti visto la malafede del casinò. Questa cosa è già successa nel 2025

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Dear Tommmm, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Kingmaker Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please advise when was the last time you made a deposit into this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I sent everything via email I still have access to the site and account and the last deposit was on 5/5/2026

ho inviato Tutto via mail ho ancora accesso al sito e all’account e l’ultimo deposto è avvenuto il 5/5/2026

Dear Tommmm,

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 Tommmm,

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 - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

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.

First and foremost, we want to assure both you and the player that the account in question has been permanently closed.

We are currently investigating the 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 or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Kingmaker Casino Team

Dear Tommmm,

We would like to offer a refund to your account in the amount of 480 EUR in order to resolve the matter.

To proceed with this transaction, we require your current banking information. We have sent an email requesting these details, if you wish to receive the refund, please locate that message and reply with the necessary information.

Once we receive your details, our finance team will initiate the transfer.

Best regards,

Kingmaker Casino Team

I sent you the information and I am waiting for a refund. Thank you very much.

vi ho inviato le informazioni attendo rimborso grazie mille

Dear Kingmaker Casino,

Thank you for your acknowledgement and for offering a suitable resolution.

Dear Tommmm,

Kindly let us know once you have received your refunds.

Thank you.

Dear Tommmm,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Kingmaker Casino Team

the refund has arrived, I'm closing the report

il rimborso è arrivato procedo a chiudere la segnalazione

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tommmm,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo