The player from Germany requested account closure on March 25, 2024, due to gambling addiction, but was able to log in later and gamble again. He seeks a refund for the money lost after the account was reopened despite his request for closure.
K8 Casino - Player’s account has been reopened after closure request.
K8 Casino
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Opened
Current status
Waiting for casino to reply
4d 21h 45m 17s
Case summary
2 days ago
Sensitive attachment
Apprentice
Sensitive attachment
3 weeks ago
Translation
Hello dear Guru Team,
Because I suffer from a gambling addiction, I sent an email request to K8.io on March 25, 2024, to permanently close my account due to gambling addiction so that I would no longer gamble my money uncontrollably. My account was blocked. However, some time later, I was able to log in again and deposited and gambled away a lot of money uncontrollably.
Since my request (see email) was very clear, I ask the casino to refund my money from the time of reopening.
Tuscani090283
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Tuscani090283,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with K8 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please forward your self-exclusion request, along with confirmation from the casino that your account has been blocked? Please send them to my email at [email protected].
- Can you confirm the exact date when you were able to log in again after your account was blocked?
- Please specify if you used the same details (email, mobile phone number, personal information) to reopen your account. Or if you created a new one with new data?
- Is your casino account open at the moment?
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.
Public
Apprentice
Public
2 weeks ago
Translation
Hello Natalia,
I have forwarded it to you via email.
My account is now blocked again after I sent the same self-rejection email I sent on March 25, 2024. See attachment in the email to you.
I have only ever had one account at K8 Casino and have never opened a second one.
I can't say exactly when the casino unblocked my account because they didn't contact me about it. My account was then simply accessible again without any restrictions.
Best regards,
Tuscani090283
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Tuscani090283, thank you for your email. Could you please specify the dates on which you made deposits after you regained access to your casino account? Could you please share the screenshots confirming your deposits?
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Apprentice
Public
1 week ago
Translation
Hello dear Natalia,
Since my account is blocked, I unfortunately cannot take any screenshots of it or the exact date. I have deposited a lot since the K8 account was reopened. I ask you, Natalia, to contact K8 Casino so that K8 Casino can send you confirmations of my deposits.
If you need anything else from me, please let me know.
Best regards,
Tuscani090283
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Thank you very much, Tuscani090283, for your cooperation. I will now transfer your complaint to my colleague Jozef ([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.
Public
Branch Operations Lead
Public
1 week ago
Dear Tuscani090283,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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Apprentice
Public
1 week ago
Translation
Thank you Natalia,
Greetings, Jozef!
Automatic translation:
Public
Casino representative
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1 week ago
Good Afternoon.
I'm getting more information from the CS team and will revert when I have more clarity on the subject. Thanks for your patience.
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Branch Operations Lead
Public
5 days ago
Dear K8 Casino team,
I am extending the timer by 7 days, please let me know if you need more time. Thank you for your cooperation.
Public
Casino representative
Public
4 days ago
Hello, after verifying the information you provided:
Although the player mentioned their request to disable their account when they contacted customer service on March 26, 2024, the website has a specific deactivation procedure - whereby Customer service instructed the user to send an email to the support mailbox as per protocol and stated that the request would be processed upon receipt. Since we did not receive any follow-up email at that time, the deactivation process was never carried out.
Furthermore, after January 29, 2025, the player accessed the website and customer service multiple times without mentioning this issue again, nor did they use the website's self-exclusion function to disable their account. During this period, they continued to deposit funds and claim promotional offers.
The deactivation process was only completed on June 14, 2025 - after official confirmation from the players end. As such, the website cannot refund deposits due to losses from gaming. We sincerely apologize for the inconvenience.
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Apprentice
Public
4 days ago
Translation
Hello K8 Casino Team,
Hello Joseph,
On June 14, 2025, I sent the exact same request to block my account due to gambling addiction to the same support address as on March 26, 2024, and they blocked my account immediately.
On March 26, 2024, you should have reacted in exactly the same way and blocked my account irrevocably!!
Josef please stay on the case, if you need anything else from me please contact me
Thanks to everyone involved
Tuscani090283
Automatic translation:
Public
Casino representative
Public
2 days ago
Hi All,
The account was closed on the second time of asking because CS took it as the 'confirmation' they were looking for after the first time of asking.
Additionally, when the player subsequently logged into their account, the player did not contact customer service to report that the account had not been disabled. As a responsible platform, we also provide a self-deactivation feature, allowing you to disable your account based on your own circumstances.
Unfortunately, we are unable to provide compensation for any losses incurred during this period. We sincerely apologize for the inconvenience caused.
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Branch Operations Lead
Sensitive attachment
2 days ago
Dear K8 Casino Team,
Please see the attached evidence.
Could you kindly confirm whether you responded to this email and requested confirmation from the player? I have not received any such information from the player so far.
If you did reach out, could you please provide supporting evidence? You may forward it directly to my email address: [email protected].
Thank you in advance for your cooperation.
K8 Casino has 4d 21h 45m 17s to reply
