I self excluded for an indefinite period from powbet on 28.08.2022 this was confirmed to have been actioned. However this was lifted in error without my request in early 2025. I then proceeded to receive regular promotional offers. I have since lost 2500 euro which I did not wish to lose or use for gambling purposes hence the self exclusion request for an indefinite period. I have been contacting the operator live support and support team by email and they have advised the correct department is looking at it however I feel like this is not the case as I then received a phone call from their VIP team offering me additional bonus to keep me on the platform. I explained clearly to the VIP account manager the issue and they ask me to send an email to them explaining the situation and my request for a refund so I get the impression my initial request 7 days off is not been taken seriously or even looked at. I have followed up with the VIP team on a number occasions in the last few days and no update provided. I would like to raise a complaint to speed this process up and have a clear complaints process in place as they have essentially not even acknowledged my complaint or that there was an issue to date

Dear Karlo100,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Powbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked as or if it is still accessible to you?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you informed the casino about your gambling problems earlier than on 27/4/2025?
• Could you please describe how your account was reopened? Who initiated the reopening of your account, and what was the process like?

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

The account is now blocked again.

The last deposit 26/04/2025.

I had advised the casino I wanted to self-exclude for an indefinite period in 2022 after a phone call from the VIP manager as to why I was I no longer accessing the site I advised at this point it was due to problem gambling. He had then advised me to simply send an email to requesting indefinite self exclusion no mention of specific wording just I wanted to exclude for an indefinite period.

I had no idea how the account was reopening to be honest it certainly was not initiated by me. I simply started to recieve promotional offers in March 2025 and then attempted to sign into the site and it allowed me. I had not received any correspondence or promotional until 03/2025. I have not been provided any details as to why the self exclusion was lifted as it certainly shouldn't have been.

I understand your point of view.

• Did the casino acknowledge that the lifting of your self-exclusion and sending you the promotional material was made in error?
• Would you be able to provide evidence of this to my email at [email protected]?
• Did the casino conclude that they'll award you a refund of the lost funds?

Please let me know.

Dear Karlo100,

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.

Can cancel please it's been resolved.

Dear Karlo100,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

www.kpvfaw.com