I have a gambling issue and i did ask my account to be deleted on 28.01.2025(because there is no way to self exclude yourself on the site itself) got some free spins instead. Sent another email requesting blocking my account on 24.02.2025 following that my account was closed for 30 days (although i asked for permanent as enough damage was already done). So as gamblers do i was back on the site roughly starting from april and went quite hard on it until i had a moment of clarity mixed with desperation and i requested permanent closure of the account that was not followed up until i sent an email requesting refund for losses accumulated during the period(8707 euros + 720 euros of missing winnings from one bugged game). After that the account was closed at first and later on it started showing closed due to self exclusion. Only got one reply(to my initial reporting of the missing winnings and that was also vague stating wrong amounts and not solving the issue for me as i had lost access to the account already). I did sent 2 emails taking half of the responsibility and offering 50% refund option as well.

Could not upload all related emails(max attachments) but can provide what is needed.

Dear quitz32150,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from pribet.com, he/she needs to contact us on the following email address: [email protected]

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please clarify if you received any reply to your self-exclusion request you sent in February? Please forward any following communication between you and the casino to me. My email address is [email protected]. Also, do I understand correctly that you currently don't have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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.

Hi Kristina,

Thank you for your response. Unfortunately, I no longer have access to the reply Pribet may have sent in February, as their emails were delivered to my spam folder and were automatically deleted since then.

However, I remember that their response at the time mentioned a 30-day exclusion period and stated they do not offer refunds.

I have added my request as an attacment called request 2.

After that, my account was restricted temporarily, but I was later able to access it again and continue gambling. As of June 9, 2025, the account appears to be closed(i have no access to it), but I was never provided with a full explanation, nor were the outstanding issues (including missing winnings) addressed.

Let me know if you need any additional information. I will send all materials i have to your email.

Best regards,

Hello quitz32150,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, thank you for the update. I appreciate the transparency and fully understand the short delay. I’ll wait to hear from Kristina once she returns.

Best regards,

Thank you very much, quitz32150, for your cooperation, and I apologize for my delayed response. I will now transfer your complaint to my colleague Matej ([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.

Hi Kristina,

Thank you for your message and for the support so far. I’ll stay in touch with Matej from here. I still hope this can be resolved fairly, although I’ve noticed that Pribet has a "very low" safety index here, so I admit my optimism is starting to wear thin.

Best regards,

Hello quitz32150, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Pribet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.