Hello, I registered using my mother's personal information to let her play a bit, but the profile was still mine. They deleted my profile but unjustly kept the winnings. This is a very serious crime as those were money won without bonuses, so in my country, it's called stealing. Find a solution or else I will proceed with reporting to the postal police.

salve, mi sono iscritto con le generalità di mia madre per farla giocare un po ma il profilo era cmq mio. Mi hanno cancellato il profilo ma si sono indebitamente tenuti le vincite. E' un reato gravissimo poichè quelli erano soldi vinti senza bonus pertanto al mio paese si chiama rubare. Trovate una soluzione altrimenti vado avanti con la denuncia alla polizia postale

Dear artcas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and I found this:

Gratowin reserves the right, in its sole discretion, to suspend your account for any of the following circumstances:

(...)

If the name on your account does not match the name on the credit card(s) used to make purchases for your account.

(...)

If you provide incorrect or misleading registration information.

Please understand that if you used the casino account registered in your mother's name, you breached these rules, and the casino is not obligated to honor any winnings.

The account in an online casino is intended for one person only, and therefore, the account user, the information in the casino profile, and the payment method used all need to match a single person. Failure to adhere to this principle will inevitably cause issues in any online casino.

Unfortunately, we are not able to help you further in this case. Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Best regards,

Tomas

Please be aware: At www.kpvfaw.com, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear maurizioandreolla,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.