The player from Germany had a gambling problem and had requested account closure after losing over €4,000, including winnings of €1,800 that were rejected for withdrawal despite verification. He sought assistance with his casino issues. The Complaints Team attempted to gather necessary information regarding the player's self-exclusion request and the casino's reasons for rejecting his withdrawal. However, due to the player's lack of response to inquiries and reminders, the complaint was unable to proceed and was closed for the moment. The player retained the option to reopen the complaint in the future.
Slotlounge Casino - Player requests account closure after losses.
Amount: €4,100
Slotlounge Casino
Safety Index:HighSafety Index
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8.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Hello, dear Casinoguru team. I have a gambling problem. I lost over €4,000 and have been asking for my account to be closed for some time. Now I've lost everything I had. I also won €1,800, which I then lost as well, and they rejected my withdrawal (even though I was verified). I'm asking for help. I'm at my wit's end.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear erikkraemer18,
Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you are facing.
To better understand your situation, could you please provide us with more information by answering the following questions:
- When did you initially request to have your account closed?
- What reasons did the casino provide for rejecting your withdrawal?
- Can you provide any communication or correspondence you had with the casino regarding your account closure and withdrawal issues? My email address is [email protected].
- Has the casino given any updates on the status of your account closure?
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
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 email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
1 month ago
Translation
When did you originally request to close your account?
It's been a while since I wasn't making any profits at first.
What reasons did the casino give for rejecting your withdrawal?
According to Slotlounge, I wasn't verified, even though all the documents I submitted were green (in the sense that they were approved). I was also able to make a withdrawal of €300, which was also approved. The strange thing is, when I had a "large" win, they asked for all the documents again, which made little sense to me. I did it anyway, but it was constantly rejected.
Can you provide me with any communication or correspondence with the casino regarding your account closure and withdrawal issues? My email address is .
Yes, I send them my transactions and data that I can verify.
Has the casino provided you with updates on the status of your account closure?
Yes, when I lost all my money, I asked to close my account because I
I am addicted to gambling.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Hi,
To help us assess your case accurately and determine whether the casino fulfilled its responsible gambling obligations, could you please let us know:
- The exact date when you first requested self-exclusion or account closure due to gambling problems.
- Whether this request was made via email, live chat, or through any other method.
- If possible, could you forward us a screenshot or copy of that communication as evidence? You can send it directly to [email protected].
This information is crucial for our investigation, especially when assessing whether the casino took appropriate action after being informed of your gambling issue.
We appreciate your cooperation and hope to assist you in resolving this matter as soon as possible.
Public
Head of Complaint Resolution Center
Public
3 weeks ago
Dear erikkraemer18,
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.
Public
Head of Complaint Resolution Center
Public
2 weeks ago
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
