Hallo,

ich habe aufgrund von Spielsucht (gesichert Diagnostiziert IDC F.63.0 seit 2016) in diesem Casino einen für mich Existenzbedrohenden Geldbetrag eingesetzt.

Es gab keine Schutzmechanismen die mir das Spielen eingeschr?nkt oder erschwert haben.

Mein Konto habe ich nun mittlerweile Sperren lassen.

Mein Vergleichsangebot hat das Casino abgelehnt (75% meiner Verluste abzüglich einer Auszahlung)

Das Casino Argumentiert mit Ihren AGB, bzw. mit Erpressung meinerseits allerdings bezweifle ich das eine Gesch?ftsbeziehung mit einem Spielsüchtigen bestand/Gültigkeit hat.

Zudem m?chte ich wissen warum meine Kreditkarte bei den Einzahlungen mit wechselnden Firmennamen (JMIZ EMPORIUM, PHENOMENOM WEARS, Makia Online) belastet wurde und in welchem Zusammenhang diese mit dem Casino stehen?- ich Pflege keine wissentliche Gesch?ftsbeziehung mit diesen Firmem.

Werde hier bewusst Zahlungen an Glücksspielanbieter verschleiert?

Bitte k?nnten Sie mich hierbei unterstützen zu einer gemütlichen L?sung zu kommen?

Gruss

Dear sebastiankaiser1988,  

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

• Could you please specify when you informed the casino about your addiction? Was it before you lost your funds?
• What specific steps did you take to request account restrictions or self-exclusion from the casino?
• Do you have any documentation or correspondence regarding your interactions with the casino about your gambling addiction? Can you please forward it to my email at [email protected]?
• Please specify if your account was closed after your request to close it or self-exclude, or if it was solely a decision of the casino.

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.

Hallo,

die Sperre wurde erst auf mein ausdrückliches Verlangen hin nach dem Verlusten ausgeführt.

Ich verlange eine Kooperation vom Casino und bin sogar mit dem genannten Teilbetrag von 75% meiner Verluste als Rückerstattung einverstanden.

Für ein realistisches Gegenangebot vom Casino bin ich jederzeit offen.

Es gab Mailverkehr (liegt mir leider nicht mehr vor) wo sich das Casino lediglich auf das Akzeptieren Ihrer AGB bei Registrierung beruft.

Meiner Meinung nach h?tten schon l?ngst vor meiner Sperrung Schutzma?nahmen aufgrund meines Spielverhlatens greifen müssen.

K?nnen Sie das Casino zu einer Kl?rung des Falles einladen?

Gruss

Dear sebastiankaiser1988,  

Thank you for your response. I fully understand how distressing this situation is for you. However, since you have informed the casino about your gambling addiction only after losing all your funds, we cannot uphold your complaint. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Since your account has been closed after informing the casino about your situation, we cannot handle this case as a failed self-exclusion. I can only recommend that you request self-exclusion properly before you feel that you start to lose grip in the future.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.