Dear keanway89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you currently have access to your casino account?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule exactly you breached?

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

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.

First of all . My account is still active

Secondly, I accumulated my winnings using rescue bonus only

Lastly I was told that I did progressive betting. Which doesn't make sense at all

I asked them to define what is progressive betting

They advise me to keep my bet size consistent . I really couldn't understand this.

Casino has bet limit and player bet according to it . That is the common sense

Thank you very much for your reply, keanway89. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear keanway89,

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.

Kristina,

May I follow up here , what status are we in now ? Have you contacted the casino ?

Thank you very much, keanway89, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Hello keanway89,

I'm Michal, and I have taken over your complaint. I have examined your case and will reach out to the casino in hopes of providing assistance, however, I have to mentioned that 12Play Casino was not really cooperative with us in our attempts to mediate any kind of issue in the past, so a positive outcome of your complaint seems to be regrettably rather unlikely. Anyway, I will still make the effort to reach out to the casino to find a potential resolution. We sincerely hope that 12Play Casino will engage in this discussion and provide clarification of the situation.

Dear 12Play Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions and how this provided the player any unfair advantage, of which the player is being accused at [email protected]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear keanway89,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru