Good afternoon,

in 2023 I asked this casino to close my account due to gambling addiction. Since then, they've allowed me to make a new account twice (I've already closed it again and made a new account). With exactly the same data, same name, same mobile phone, everything... Even when I asked if I could open an account, they told me yes, that they had no record of old accounts. They don't respect the law when it comes to gambling addiction.

Boa tarde,

em 2023 pedi a este casino para me encerrar a conta por vicio de jogo. Desde lá, já me permitiram fazer nova conta por duas vezes (ja encerrei de novo e voltei a fazer nova conta). Exactamente com os mesmos dados, mesmo nome mesmo telemovel tudo... Inclusivamente quando questionei se podia abrir conta a resposta que me deram foi que sim, que n?o tinham registo de contas antigas. N?o respeitam as leis quando se fala em vicio de jogo.

Dear Miidelgado,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Leon Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify when exactly you opened your latest account? Do you have access to it at the moment?
• Were you requesting a permanent self-exclusion due to gambling addiction for your previous accounts? Were those requests acknowledged by the casino?
• Would you be so kind as to forward me the account closure requests that you sent to the casino in the past and their responses? My email address is [email protected]. 
• Please specify if you used the same email address for creating new accounts.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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.

Good morning,

my last account was created about two weeks ago.

Yes, I requested that it be closed due to gambling addiction and they closed the account.

I'll send you all the proof.

The accounts were always reopened with the same data: email, name, mobile number.

Bom dia,

a minha ultima conta foi criada há duas semanas sensivelmente.

Sim solicitei o encerramento por vicio de jogo e eles encerraram a conta.

Vou enviar todas as provas.

As contas foram reabertas sempre com os mesmo dados email, nome, numero telemovel.

Dear Miidelgado, thank you for your emails. Based on your communication with live chat, the casino claims they sent you an email on 06.09.2023 in which they informed you about how to proceed if you wanted a permanent self-exclusion. You told them that you hadn't received such emails, and the casino forwarded them to you. Can you please share it with us too?

Have you requested the permanent self-exclusion as instructed by the casino support yesterday in your chat with them?

I have already sent the only proof they sent me today, two chat messages that simply say nothing... nor do they indicate any form.

It's a chat conversation where I ask and justify again for gambling addiction to close my test account (the main one had already been closed)... and after that I received an email saying that the account had been closed.

I don't understand how they do this to players even though I've mentioned the gambling addiction and the request to close the account several times... They did something wrong and now they don't want to take responsibility.

I take responsibility for everything I've done up until September 2023... they have to take responsibility for everything that's happened since then.

I hope this has an impact, and that more players aren't going through the same thing.

Já enviei o único comprovativo que me enviaram hoje, duas mensagens de chat que n?o dizem simplesmente nada... nem indicam nenhum formulário.

é uma conversa de chat onde eu pe?o e justifico de novo por vicio de jogo para encerrarem a minha conta de teste (a principal já tinha sido encerrada)... e após isso recebi email a dizer que a conta tinha sido encerrada.

N?o percebo como fazem isto aos jogadores mesmo referindo por várias vezes o vício de jogo e pedido de encerramento de contas... Tiveram mal e agora n?o se querem responsabilizar.

Eu responsabilizo-me por tudo o que fiz até setembro de 2023... eles têm de se responsabilizar por tudo o que se passou a partir desse dia.

espero que isto tenha impacto, e que mais jogadores n?o estejam a passar pelo mesmo.

I see that all the complaints made by players in this regard... have been closed by the guru. Please check what's going on, because they really don't comply with the laws... They didn't comply with me! And I have proof of that, and they don't! Because the form they say I should have filled in wasn't even sent to me in 2023!!! They have no proof of this because there was no such information. They probably didn't even ask for it back then.

Verifico que todas as reclama??es que foram feitas por jogadores, neste sentido... Foram encerradas pela guru. Vejam por favor o que se passa, porque eles realmente n?o cumprem com as leis... Comigo n?o cumpriram! E eu tenho provas disso, e eles n?o! Porque o tal formulário que dizem que devia ter preenchido nem sequer me foi informado em 2023!!! N?o têm prova disso porque n?o existiu essa informa??o. Provavelmente nessa altura nem pediam isso.

Thank you very much, Miidelgado, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I'm waiting for a message from him?

Aguardo mensagem dele?

Hello Miidelgado,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good morning,

when will he be on vacation?

Bom dia,

ele vai estar de férias até quando?

Dear Miidelgado,

Please accept my sincere apologies for the delayed response to your complaint, as I was recently on sick leave.

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 Leon Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Leon Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Additionally, I would appreciate a detailed clarification on how your platform allowed the creation of additional accounts using the same personal information that was previously linked to an account closed due to gambling-related issues. This aspect is particularly troubling and warrants a thorough explanation.

Your detailed response is essential to ensure this matter is addressed fairly, transparently, and in line with best practices for responsible gambling.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Casino Guru team,

The account with the specified email address is not found in our system. Please ask the player to provide the correct information.

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino,

The player has provided her email address in the latest post. Were you able to locate her account in your system?

If so, could you please share the details regarding the issue she is experiencing?

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.