Hola

El día 5/06 a las 19 horas, envié un correo al casino solicitando mi autoexclusion por motivos de adicción al juego. El casino me respondió sintiendo mucho mis problemas , recomendándome páginas de ayuda y diciéndome que pasaban mi solicitud a otro departamento.

El día siguiente, sobre las 17 horas, solicite al casino que cancelase mi solicitud. Como bien digo soy un enfermo de ludopatía, el casino no canceló mi cuenta pese a explicarle claramente mi problema. Con lo que pude volver a depositar hasta perder todo no dinero, que fueron 6000€.

Dear Ganador100,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses, and the subsequent communication regarding the cancellation of your self-exclusion request? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hola Verónica muchas gracias por tu respuesta acabo de enviarte a la dirección de correo mis comunicaciones con el casino gracias

Thank you for your email. However, to move forward with your case, I need the emails of the chat transcripts you sent to the casino when you requested to close your account ([email protected]).

Hola de nuevo

He vuelto a enviar un correo. No entiendo porque necesitáis ahora el chat. Envié ya los correos donde pido mi autoexclusion claramente.

He enviado las capturas del chat, porque no me deja a enviar la trascripción al correo. No tiene la opcion

Thank you for the screenshots. However, I need the email you sent to the casino requesting self-exclusion. Please find the email you sent to the casino with your account closure request, and then forward it to me. Without this evidence, we won't be able to investigate your problem further. Thank you for your cooperation and understanding.

Acabo de volver a enviarte todos los correos de uno en uno.

Thank you for your emails.

Could you please specify if the casino closed your account in the meantime? If so, when exactly was your account closed?

Hola Verónica

No, ellos no llegaron a cerrar mi cuenta en ningún momento, pese a haberlo pedido explícitamente por motivos de adicción al juego.

Podéis ayudarme porfavor?

Thank you very much, Ganador100, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Ganador100,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Cusco Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Cusco Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite the self-exclusion request and clear statement indicating a gambling problem?

While we appreciate your commitment to a pro-player approach, it is important to emphasize that when a player explicitly acknowledges a gambling issue, the casino has a responsibility to act in accordance with responsible gambling practices. Self-exclusion requests related to problem gambling are serious and should not be reversed solely based on the player’s later change of mind.

Your detailed response is essential to ensure that this matter is handled in a fair, responsible, and transparent manner.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo