The player from Mexico reports ethical issues with the casino, stating that despite requesting self-exclusion due to gambling problems, the casino continued to contact him to encourage him to reopen his account. He deposited around 50,000 pesos during this time and is seeking a refund of at least 25,000 pesos, highlighting the casino's lack of respect for his situation.
Novibet Casino MX - Player seeks refund after account self-exclusion ignored.
Novibet Casino MX
Safety Index:Above averageSafety Index
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7.6
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Opened
Current status
Waiting for player to reply
6d 1h 34m 27s
Case summary
22 hours ago
Sensitive attachment
Novice
Sensitive attachment
1 week ago
Translation
I have been playing at this casino for some time, where due to gambling problems I lost everything I had, when I finally plucked up the courage and asked to self-exclude from the platform, they did not respect my decision and kept calling me on the phone to convince me to reopen my account with promises of bonuses and incentives to keep playing, I have deposited around 50 thousand pesos since I requested the closure of my account until now, I would like to obtain a refund of at least 25,000 Mexican pesos due to the lack of ethics and seriousness of the casino, for taking advantage of the vulnerability of a sick person, on many occasions I requested the closure of my account which most of the time was ignored and when they did they looked for me to convince me to return, today looking at the emails again you can see a clear lack of morals on the part of the casino, because in the emails you can read my desperation and anguish, to which they remained indifferent, I add evidence of such behavior.
I can attach more evidence if necessary.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear raulrmz357,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Have you mentioned gambling addiction as the reason for your account closure request in any of your communications with the casino?
Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Novice
Public
1 week ago
Translation
Ready, I sent what you asked me by mail.
Automatic translation:
Public
Complaint Specialist
Public
22 hours ago
Thank you for your email.
Unfortunately, we are only able to assist with refund requests in cases where players explicitly state that they are suffering from gambling addiction and ask to be self-excluded—but the casino fails to close their account. Without such evidence, we cannot ask the casino to join the resolution of this complaint or request a refund for not protecting a vulnerable player.
At this point, the most we can do is guide you on how to write a proper self-exclusion request—if your account is still accessible.
Would you be interested in that?
raulrmz357 has 6d 1h 34m 27s to reply
