Ive amonbet via live chat to close my account and they said they couldnt do it via live chat i had to reach out on the e-mail to the manager and ask him to close it for me I did that I told him I want my account immendiantly be closed he didnt close my account hé gave me a stupid answer because hé didnt close my account I lost of 850 euro’s

Manager failure uphold own terms Conditions of the website

Manipulate Behavior By the Staff.

A manager telling me stories to Romanticize gambling and coax in to playing after after I request for an account closure is not only unproffesional but Preadatory.

This is a form of Pschyological manipulation, particularly harmful when someone is clearly trying to stop!

Refusal to close account promptly.

If I explicitly requested account closure for gambling-related Harm or self-exclusion, the operator is obligated to act immediantly.

Stalling, manipulation or encouraging further gambling after such a request is a Serious breach of responsible gambling standarts. By the way I have all the proof what they said.

Dear Musie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Dear Musie,

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.

I never rejected the respond to you Guys, you asked me to write you an e-mail and I did I send you an e-mail about what you asked me and I sended proof…

Thank you for your reply, Musie. I apologize, but unless you requested self-exclusion due to a gambling problem and the casino failed to close the account, we aren't able to assist you with a refund. At this point, I can only recommend that you properly request self-exclusion if you still have access to your account and you feel like gambling may have become challenging for you.

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the 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 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."

Please let me know if you send a new self-exclusion request. Thank you in advance.

Dear Musie,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
www.kpvfaw.com