The player from Germany had been attempting to block her account for weeks due to gambling addiction, but had only received offers for bonuses and no responses. She had requested a refund of her deposited funds. The player asked us to remove the complaint and close their www.kpvfaw.com account without resolution.
BookofCasino - Player requests account closure and refund.
Amount: €3,688
BookofCasino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.9
BookofCasino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
7 hours ago
Public
Public
5 days ago
Translation
I've been trying to get my account blocked for weeks due to gambling addiction. I've already sent three emails to the casino with this information. In response, I've only been offered a bonus, or they've not responded at all. I hereby request a refund of the money I deposited, which I've had since June 5th. My first email with the information was sent on June 5th, 2025, the second on June 8th, 2025, and the third today. I hope you can sort this out now, because I'm fed up.
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Dear Marie_77,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BookofCasino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
- Could you please share the responses from the casino offering you bonuses as a reply to your self-exclusion requests? Please share the information to my email at [email protected]
- Could you please advise when was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings BookofCasino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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.
Public
Public
3 days ago
Translation
I can still access it and made my last deposit the day before yesterday. In live chat, I only get bonus offers and am told to contact me via email. I haven't received a response to most of my emails. I'll write another email, but that probably won't help. I've sent you an email and the casino an email, and I've put you in the CC. By the way, the casino email address you provided doesn't work. I sent the email to sent.
Edited
Automatic translation:
