The Casino site is not responding to me I am a problem gambler from the UK and was able to sign up and use the site they encouraged me to use a VPN to access the games.

I had been receiving therapy for my habit and was doing well till this happened I sent them details and also my 10 years signed up to Gamstop.

They said raise it as a complaint so I did but they just ignore me. I was allowed to deposit over ￡9000 before even being verified or checked over a few days.

I will go to my bank if they do not work with me as they will support me but I am trying to get a resolution without this hassle as the transactions have been taken fraudulently due to them operating illegally in the UK.

Dear paulmcewan05,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

Self-Exclusion and Cool off

You may choose to completely exclude yourself from playing any of the Games on our Site. To do so you must login and goto the Self Exclusion page. For residents outside Great Britain or Northern Ireland, you stipulate the period for which you wish to be self-excluded and your account will automatically be reactivated thereafter. Self excluding through our Responsible Gambling page will only apply to an individual Site. It is your responsibility to take active steps to exclude yourself across all of our sites. To self-exclude from more than one Site within the group, please contact our Customer Support team via live chat and we can assist you with your request.

Could you please advise if you informed the casino about your gambling problem before depositing? If you did, please forward these messages to [email protected]. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina.

No I never informed them before it and they never asked me either was I blocked for gambling in the UK or an addict they just encouraged me to play with a VPN as they are not permitted to take bets from UK players.

I cannot get in to the account now it is blocked.

Kind regards Paul.

The site also claims to have a money laundering policy in place but they took my money via transaction laundering as the payments show on my bank account as digital media or gaming skins to bypass any restrictions for the UK plus I was charged more than the amount on every one

Hello Kristina.

And here is the verification terms they only pursued me after I had put in over ￡9000 days later but I did not want to send the documents and told them why then the account was closed by them I said I was gambling big amounts and I felt the games were providing very poor RTP so I felt I was being scammed I sent them details of my one to one gamcare therapy sessions which had been helping me as I was 6 months clean and a copy of my 10 year gamstop membership and also my ￡25k loan agreement for consolidating my debt which they took the funds from but they are ignoring me still. I thought they could have at least tried to work with me on a partial refund due to my situation considering they are breaking the law and also breaching their own terms. I also enclose details of how they took the money from my bank through different merchants not under the correct mcc code to bypass and break banking laws plus there was overcharges as well due to the way they did it

Thank you for your reply, paulmcewan05. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool http://www.kpvfaw.com/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.