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On February 17th I wrote an email to kingmaker asking them to please close my account. I didn't receive a response for almost two weeks. Then on February 28th I deposited money to play and won €500, which I immediately requested to be paid out, so there was €0.00 in my player account. In the evening I received an email saying that my account had been closed. A day later they canceled my withdrawal and no longer want to pay me out. It's fraud. I'm going to file a fraud report. I'm legally entitled to this money because I requested a withdrawal before the account was closed. Please help, they don't respond to emails.

Am 17 Februar hatte ich eine Email nach kingmaker geschrieben daß sie bitte mein Konto schließen sollen habe fast 2 Wochen keine Antwort bekommen.Dann zahle ich am 28 Februar Geld ein zum spielen gewinne auch 500€ was ich sofort zur Auszahlung angewiesen habe somit befand sich auf meinen spielerkonto 0.00€ abends bekomme ich eine Email das mein Konto geschlossen wurde einen Tag später stonieren sie meine Auszahlung und wollen es mir nicht mehr auszahlen es ist Betrug ich werde Anzeige wegen Betrug erstatten dieses Geld steht mir rechtlich zu weil ich es vor Konto schließung zur Auszahlung angewiesen habe ich bitte um Hilfe auf E-Mails reagieren sie nicht.

Dear ysiebenhaar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Slot machines, my account did not have to be verified according to the game provider, I played the winnings without a bonus.

Spielautomaten,meine Konto musste nicht verifiziert werden laut des Spieleanbieters,den Gewinn habe ich ohne Bonus gespielt.

The strange thing is I asked for my account to be closed on February 17th by email, I never got a response, then on February 28th they closed my account where I had deposited and won, but my withdrawal had already been made and was no longer on my player account, please help me. Thank you

Das kuriose ist ich habe gebeten mein Konto zu schließen am 17 Februar per Email darauf habe ich nie eine Antwort dann am 28 Februar schließen sie mein Konto wo ich eingezahlt habe und gewonnen habe,aber meine Auszahlung war schon getätigt war nicht mehr auf meinen spielerkonto,bitte helfen sie mir.Danke

Here you can see the evidence of when I made the withdrawal and when my account was closed. I made the withdrawal in the morning and my account was closed in the evening.

Hier sehen sie die Beweise wann ich die Auszahlung getätigt habe,und wann mein Konto geschlossen wurde die Auszahlung habe ich morgens getätigt,und abends wurde mein Konto geschlossen



In the morning I ordered the winnings of 500€ to be paid

Morgens habe ich den Gewinn von 500€ zur Zahlung angewiesen

Hello, when will I receive a response?

Guten Tag,wann erhalte ich eine Rückmeldung?

Thank you very much for your reply, ysiebenhaar. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I was always told that the payout would take 3 days and then my account would be closed

da wurde mir immer gesagt das die Auszahlung 3 Tage dauert dann würde mein Konto geschlossen

The casino's explanation was that I had asked for my account to be closed! That's true, but I wrote the email on February 17th and never got a reply until I suddenly won and then I got a reply saying my account was being closed!

Die Erklärung vom Casino war das ich ja drum gebeten habe das mein Konto geschlossen wird! Das ist auch richtig aber die Email habe ich am 17 Februar geschrieben,habe nie eine Antwort bekommen bis ich auf einmal gewinne dann bekomme ich eine Antwort das mein Konto geschlossen wird!

And when my account was closed they cancelled my withdrawal of €500 even though I had requested a withdrawal hours before the casino closed my account!

Und als mein Konto geschlossen wurde stornieren sie meine Auszahlung von 500€ obwohl ich diese schon Stunden vorher zur Auszahlung angewiesen habe bevor das Casino mein Konto geschlossen hat!

I still haven't received my 500€.

Ich habe mein Geld von 500€ immer noch nicht erhalten.

Is there any feedback from kingmaker?

Gibt es eine Rückmeldung von kingmaker?

Thank you very much, ysiebenhaar, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I hope this case will be resolved soon!!!!

Ich hoffe das dieser Fall auch bald mal geklärt wird!!!!

Dear ysiebenhaar,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Kingmaker Casino representative to join this conversation.

Dear Kingmaker Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear all

Thank you for your patience.

Kindly be informed that customer gaming account was closed as per his request due to Gambling addiction.

We would kindly ask the customer to send us on email the following bank details in order for us to manual withdrawal his 500 euro balance :

* 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

Best Regards

Kingmaker Team

Hello, I have just sent an email with my bank details to support@Kingmaker.com. I hope this €500 will be paid out to me quickly. I will let you know when I have received the money.

Guten Tag,ich habe so eben die E-Mail mit meinen Bankdaten an support@Kingmaker.com gesendet ich hoffe dieses Geld 500€ wird mir schnell ausgezahlt,ich werde mich melden wenn ich das Geld erhalten habe.

An email with my bank details has been sent to kingmaker. As soon as I receive my €500, I will let you know.

Email mit meinen Bankdaten ist an kingmaker versendet,sobald ich mein Geld 500€ erhalten habe werde ich bescheid geben.

I received the money yesterday, thank you very much for your help! I still have the same problem with Spinsy Casino!!!!!

Habe das Geld gestern erhalten,vielen Dank für eure Hilfe! Das selbe habe ich aber noch in dem Fall von spinsy Casino!!!!!

Dear all

Thank you for your patience.

Please be informed that customer balance of 500 euro was complete and paid out on our side we hope this resolve the issue for you.

Best Regards

Kingmaker Team

I received the money!

Ich habe das Geld erhalten!

Dear ysiebenhaar,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru