Hello,

I can't log in to the casino at all, on 10.06.2025 I paid 30 euros, I couldn't play, no game opened, I chatted, I couldn't get anything to work, I sent an email, there has been no response and I can't log in to the casino anymore, I changed my password, nothing works, a bar appears on a red background, saying that a message will be sent to the email, but it hasn't arrived.

A really bad experience, quite a few casinos cheat on the payout of gambling winnings. It could be more strict with them, that playing for money does not only cover the casinos' share, the right to withdraw the winnings and without asking for everyone's ID information and bank card information. It should be enough when you have already paid through the bank or through Zimler, Bet..., Trustly, the phone number, all the information is already there, and no other confirmation is needed these days.

Regards Margit K********

Dear makitiki2,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating login issues and lack of response from the casino’s support.

To help us better understand your situation, could you please clarify a few points:

• Have you ever successfully logged in and played at this casino before 10.06.2025, or was this your first deposit and attempt to play?
• Could you confirm which payment method you used for the €30 deposit?
• Have you received any automated emails from the casino in your spam or junk folder?
• Have you tried contacting the casino’s support through any other channels apart from email and live chat, such as their social media or phone support (if available)?

If you have any screenshots of the error message, your payment confirmation, or any chat transcripts, please feel free to forward them to [email protected] — they might help us look into this more efficiently.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear makitiki2,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
www.kpvfaw.com