First of all I asked via the chat that they would block me as a player after losing money with them then they referred to me to email them and I did and got a reply back that they did not want to lose me as a player etc. and I thought that now I have to be blocked so I tested and logged in and it worked and I started to deposit more money but got up to 960 € which I want to pick out and at the time of writing I have been waiting for 60 hours for my payment even though I sent in all the documentation they wanted. They said that the payment would be made within 48 hours. Yesterday when 54 hours had passed, I contacted them about my payment and then I got the answer that they have problems with their payments. Now it feels uncertain whether my profit will be paid out.

F?rst och fr?mst beg?rde jag via chatten att dom skulle blockera mig som spelare efter att f?rlorat pengar hos dom d? h?nvisade dom till att jag skulle maila dom och det gjorde jag och fick svar tillbaka att dom inte ville f?rlora mig som spelare mm och jag t?nkte att nu m?ste jag vara blockerad s? jag testade och logga in och det funkade och jag b?rjade s?tta in mer pengar men kom upp mig till 960€ som jag vill plocka ut och i skrivande stund har jag v?ntat i 60 h p? min utbetalning trots att jag skickat in all dokumentation dom ville ha. Dom sa att utbetalningen skulle ske inom 48 h. Ig?r n?r det g?tt 54h s? kontaktade jag dom ang min utbetalning och d? fick jag till svar att dom har problem med sina utbetalningar. Nu k?nns det os?kert om min vinst kommer att utbetalas.

Dear Helena,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. There are 2 options – to close the account or to self-exclude and here is the difference:

Closing an account is simple and has almost none impact - the player can reopen the account anytime, and the casino has no obligation to the player. It can take more days to process this request and the casino can try to persuade you to not close your account.

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

Could you please confirm you successfully passed the KYC verification?

Additionally, please, forward me any relevant communication between you and the casino to [email protected].

I will be waiting for your reply patiently.

Best regards,

Kristina

Hey!

thanks for your reply. I've got my win now. And emailed them about a suspension for good. Will see if I get suspended now. Will be back when I know.

Best regards, helena

Hej!

tack f?r ditt svar. Jag har f?tt min vinst nu. Och mailat dom om en avst?ngning f?r gott. Ska se om jag blir avst?ngd nu. ?terkommer n?r jag vet.

Med v?nlig h?lsning, helena

Helena, thank you for a quick reply, we will keep the complaint opened until your account is closed/you receive some answer from the casino, if you like. Please let me know.

And if you wish to close your account, because you feel you need to restrain from gambling, please mention it in your email and ask directly for self-exclusion, so your account cannot be reopened easily.

Detta fick jag tillbaka vet inte hur jag ska tolka det?

Stan C. (?????) 

Aug 3, 2020, 9:26 AM GMT+3 

Dear Helena,

We are replying in response to your account closure request.

We are sorry to see you leave but can confirm the account is now closed and will remain so indefinitely.

Should you subsequently attempt to login following this account closure confirmation, this action will be considered as an account reopen request and the account will automatically reopen.

As per the terms agreed to upon registration, you accept full responsibility for any losses incurred.

Kind regards,

Stan C. | Customer Support

?? ?????

Helena, this means your account has been closed, but not self-excluded, so there is always a chance of reopening the account by logging in. If you wanted self-exclusion, I would recommend you contacting the casino again. With self-exclusion, you won't be able to reopen your account permanently, or for a set period of time.

Yes I noticed it last night when I could play again. But now waiting for my withdrawal. Hope I get it even though my account is closed. But what is the point of closing the account when you can still play as usual?

Ja jag m?rkte det ig?r kv?ll d? jag kunde spela igen. Men v?ntar nu p? mitt uttag. Hoppas att jag f?r det trots att mitt konto st?ngts. Men vad ?r d? meningen med att st?nga kontot n?r man ?nd? kan spela som vanligt?

This option is for players that are no longer interested in playing at the casino, but if they make their mind, they will always be able to reactivate the account by logging in. Self-exclusion is a player protection tool, and it is available for those players, who feel like gambling is becoming a problem and want to make sure the casino doesn't allow them to play for a certain period of time.

In this case I believe that your withdrawal should be paid first and then the account closed. Let's give it a few more days (I will set the timer for 7 days) and if you won't receive your withdrawal we will intervene.

Dear Helena,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hey! I have received my winnings and also tried several times to be suspended myself forever but they refuse to do so and most recently yesterday I emailed about a suspension after playing all my money but they do not listen to me. I have also written several times that I have gambling problems and want to be suspended.

Best regards, helena

hej! Jag har f?tt mina vinster och ?ven f?rs?kt ett flertal tillf?llen att bli sj?lv avst?ngd f?r alltid men dom v?grar att g?ra det och senast ig?r mailade jag om en avst?ngning efter att spelat upp alla mina pengar men dom lyssnar inte p? mig. Jag har ?ven skrivit flera g?nger att jag har spel problem och vill bli avst?ngd.

Med v?nlig h?lsning, helena

Would you be so kind and forward me the message in which you asked for self-exclusion? My email address is [email protected] (or you can post here a screenshot).

I have forwarded the email to you.

Jag har vidarebefordrat mailen till dig.

I checked the casino's T&Cs to see why the casino isn't able to close your account permanently, and I found out that, unfortunately, this casino doesn’t offer this option. Sadly, there’s not even a Licensing Authority to turn to. The only recommendation that I can offer right now is to block the website.

Additionally, I would recommend you reading more about blocking options and other important information regarding player protection and responsible gambling in this article:

http://www.kpvfaw.com/responsible-gambling#apps-and-tools

Other available softwares are for example:

www.gamblock.com

www.betfilter.com

Hey! Do you know how to block the site?

With kind regards, Helena

Hej! Vet du hur man blockerar webplatsen?

Med v?nlig h?lsning, Helena

Helena, I would suggest you checking out YouTube videos. I found many useful guides there, just by writing "how to block a website..." and you can choose the video according to your browser or other needs. This would be for us the quickest and easiest way to find out how to do it.

Dear Helena,

Is there anything else, I could help you with? We are extending the timer by 7 days. Please, be aware that in case youdon't reply, or don't require other help, we will close the complaint. Thank you very much for understanding.

Even if we’ve assumed that our suggestions might have helped, without a confirmation from the player, we were forced to reject this complaint.