Kingmaker Casino - Account not closed in time

Still no answer from the casino to this complaint or emails. Let's see, if they will reply in 36hours.

And my account is still open at the casino 🧐

Dear Kingmaker Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

I got a anwer from Kingmaker casino. They fefuse to pay back my depositted amount. Reason below.

"Thank you for contacting our Customer Support team.

Apologies for the late reply.

We would like to inform you that your account has been closed at your request.

We would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:
- 6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

We wish you a very pleasant day.

If you have additional questions, please feel free to contact us via email suppor­t@K­ing­mak­er.com or via Live Chat.

Yours sincerely,
Customer service"

I aswered that in my opinion, they fail to close my account in a timeframe casinos own T&C states. So, if i'm able to deposit (even tho my account should be closed) they are resbonsible. So they should return my depositted money.

Dear Kingmaker Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your actions towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send the required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

No answer from the casino. I just found out, they have changed their T&C regarding account closary time. Before it was 24h timeline for closing, now that timeline has been removed. Funny that.

Hi @CEEBRAA,

Our goal is to provide the best possible experience to our Customers and we are sorry that your experience on our platform has not been positive.

We are currently investigating this matter, in the meantime, could you please send us your Player ID and email adress to: compla­int­s@k­ngp­art­ner­s.com. That will help us better understand the situation and sort this situation out ASAP.

Kind regards,
Kingmaker Team

So, i sended details right away via email to Kingsmaker like asked. Let's see for how long does it takes them to reply. Please Askgamblers, keep this complaint open until case has been resolved.

Hi @CEEBRAA,

As we mentioned in our email, this might take some time, as it's an issue we have to investigate via our partners, but rest assured, we are on it and we'll get back to you once we have an answer.

Kind regards,
Kingmaker Team

How long is "some time"?. This case is not so difficult to resolve, is it?

Also, i would like to know what is that "partner". Many casinos refer to partner. Have never heard what is the partner.

Please Askgamblers, keep complaint open as long as case has been resolved. Thank you.

Dear customer,

Thank you for reaching out!

First of all we would like to express that we are sorry to hear what you are going through.

We have checked the conversation history with you and we would like to inform you that we see no mention of your situation with the Responsible gambling until after your account has been closed. Prior to that, no mention of responsible gambling was made.

We would also like to inform you that, in order for the closure request to be processed as quickly as possible, we encourage all customers to add the following to the emails with closure requests:
The username on the website;
The clearly stated reason for closure.

We would like to draw your attention to the following point(s) of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Given that we applied the Responsible gambling measures to your account as soon as you mentioned your situation, and considering the point of Terms and conditions provided above, we are forced to decline your refund.

Sincerely,
Kingmaker Administration

Dear Kingmaker Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

I replied to Kingmaker via email.
-------
You did not close my account as soon as i asked. I asked you to close my account 2.3.2024.
I received email that a ticket has been made so that is an indication you had received my email.

My account was still open at 4.3.2024 when i was able to deposit 170€.

So, stop lying.

Your T&C (you changed T&C but i have images of the old one) said, account will be closed in 24hours after request (picture above in this thread). My 170€ deposit was made 48hours after closing request. My account was closed 20.3. so its 18 days after request.
---------

I have provided all the emails to askgamblers. Kingmaker hasn't provided any facts.
Something fishy here. They changed T&C. They say, account was closed after request wich it wasn't.

Here, image of the firts email to Kingmaker.

One more point. Kingmaker says, "no mention of resbonsible gaming has been made".
Your T&C does not state any info, how you should write your request to close account. You just state, contact customer service and we will assist you on account closing. Account will be closed 24h after request. So, i asked for my account to be closed.
You did not closed it. Simple.

If you want, that customers write their email requests as you desire,state that in your T&C.

Dear Askgamblers,

We have sent you an email with evidence pertaining to the case.

Sincerely,
Kingmaker Administration

I would like to see those "evidences" so i can reply if needed.

Dear all,

We would like to inform you, that we require additional time to analyze the situation.

We appreciate your patience.

Sincerely,
Kingmaker Administration

So you sended your proof of the situation to Askgamblers. Now you ask more time, for what?
Askgamblers, I would appreciate your comment!

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Kingmaker Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear all,

Please be informed, that we need additional time to investigate and discuss the matter internally.

Thank you for your patience.

Sincerely,
Kingmaker Administration

I made the complaint at 7.3.
So you have now "investigated" this case over 30 days. Just wondering, do we need another 30 days or what?
What kind of internal discussion you need to make? Fact's has been delivered long time ago. You can also admit, you made a mistake. If not, provide the evidence so we can all see who made the mistake.

Dear Customer,

We sent you an email recently. Looking forward to hearing from you.

Sincerely,
Kingmaker Administration

I accidentally deleted the email.Kingmaker, could you resend the email?
If i got it right, Kingmaker casino is making a refund. I will inform, when the money has been paid and then the complaint can be closed.