I have a pathological gambling addiction. I have sent several emails for months, requesting the closure of my account. Despite my requests, the account remains open, and I keep receiving offers and promotions that lead me to relapse and deposit thousands of euros.

In short, I am unable to get my account closed despite my addiction.

ho una dipendenza patologica dal gioco d'azzardo, ho mandato diverse mail per mesi, chiedendo la chiusura dell'account, ma nonostante le mie richieste l'account rimane aperto e continuano ad arrivarmi offerte e promozioni, facendomi ricadere, facendomi depositare migliaia di euro

in breve non riesco a far chiudere l'account nonostante la mia dipendenza

Hello transporter,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I have excluded myself from adm casinos. in this specific case I asked this casino to close my account due to addiction, but despite dozens of emails sent they do not close it.

I sent the self-exclusion email to Curacao more than a year ago, but they never considered me

Io mi sono escluso dai casinò adm. nel caso specifico a questo casinò ho chiesto la chiusura dell’account per dipendenza, ma nonostante le decine di mail inviate non lo chiudono.

la mail di autoesclusione a Curacao l’ho inviato più di un anno fa, ma non mi hanno mai considerato

Dear Transporter,

I hope you're doing well.

Just to clarify, am I correct in understanding that you made your request directly through Atlantis Slots support? If possible, could you kindly forward the email request you sent to the casino to [email protected]?

Thank you in advance for your assistance, and I look forward to hearing from you soon.

Best regards,

Nick

I don't know why but after I said I would leave bad reviews everywhere, and after threatening to call the postal police, the account was closed

Thank you

Non so perché ma dopo che ho detto che avrei fatto recensioni negative ovunque, e dopo aver minacciato di far intervenire la polizia postale, l’account è stato chiuso

grazie

Dear transporter, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/www.kpvfaw.com. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

www.kpvfaw.com 

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

I know I was wrong, always because of my addiction. But the casino guys send me a message offering me 100.00 euros, to reopen the account. I was weak in front of this promotion, I fell back into the vortex depositing (and losing) over 700 euros. I was weak, but I don't understand how these sites continue to stay open. Now I find myself back to square one, I can't get my account closed and I continue to receive promotions

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

So di aver sbagliato, sempre a causa della mia dipendenza. Ma i signori del casino mi mandano un messaggio offrendomi 100.00 euro, per riaprire l'account. sono stato debole di fronte a tale promozione, sono ricaduto nel vortice depositando (e perdendo) oltre 700 euro. sono stato debole, ma non capisco come questi siti continuino a stare aperti. Ora mi ritrovo punto e a capo, non riesco a farmi chiudere l'account e continuo a ricevere promozioni

Dear transporter,

Thank you very much for getting back to us.

To help us assess the situation properly, could you please forward any relevant emails or communication you may have sent to the casino back in September 2024 (or earlier) where you mentioned your gambling problem and requested the closure or self-exclusion of your account? This could significantly support your case and help us determine whether the casino failed to act upon a responsible gambling request.

Please feel free to send the evidence to [email protected] at your earliest convenience.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Precisely because I didn't want to have anything to do with this casino anymore I had cancelled everything. They offered me 100 euros if I reopened the account and I fell for it again. Now I've been asking for closure for weeks but they continue to send offers making me fall for it every time

Proprio perché non volevo più avere a che fare con questo casinò avevo cancellato tutto. Mi hanno proposto 100 euro se avessi riaperto il conto e ci sono ricaduto. Adesso sono settimane che chiedo la chiusura ma continuano ad inviare offerte facendomi ricadere ogni volta

Dear Casino Guru,

Following a review of the situation, we can confirm that the user requested account closure via live chat on one occasion, yesterday. As per our standard procedure, the user was informed that a formal request via email was required in order to proceed with the closure. However, no such email has been received.

Despite being informed of the necessary steps, the user continued to make deposits.

Please note that the account has now been permanently closed.

All associated communication channels, including email and phone, have been blocked.

The user will no longer receive promotional offers or marketing messages from our side.

Best regards,

Atlantis Slots

The first email, after your proposal to reopen the account, offering 100 euros, was sent on June 3. I never received a response to every email sent. Can you tell me which procedure you are referring to? Although you were told that I have a pathological addiction, the answer was that it takes up to 48 hours to close it, if in the meantime someone receives a bonus, which you promptly send by email and message, everything is canceled! You should know, managing a casino, that those who have an addiction easily relapse at every stimulus. And you instigate with promotions, via email and via message. Yours is incitement to gambling

La prima mail, dopo la vostra proposta di riapertura conto, offrendo 100 euro, e’ stata mandata il 3 giugno. Ad ogni mail inviata mai ricevuto risposta. Potete dire a quale procedura vi riferite? Nonostante vi sia stato detto che ho una dipendenza patologica, la risposta è stata che occorrono fino a 48 ore per la chiusura, se nel frattempo uno riceve un bonus, che prontamente mandate a mezzo mail e messaggio, si annulla tutto! Dovreste sapere, gestendo un casinò, Che chi ha una dipendenza ricade facilmente ad ogni stimolo. E voi istigate con promozioni, via mail e via messaggio. La vostra è istigazione al gioco d’azzardo

Just for completeness, all emails sent, which were not answered, were sent to the casino guru employee!

I advise you to stay away from this casino as much as possible, once you enter they will not let you leave. This is the second time that the only way to get the closure, was only thanks to the intervention of casinguru!

Giusto per completezza, sono state inviate all’addetto del casinò guru, tutte le mail inviate, alle quali non sono seguite risposte!

consiglio di stare lontani quanto piu possibili da questo casinò, una volta entrati non vi faranno più lasciare. E’ la seconda volta che l’unico modo di ottenere la chiusura, e’ stato solo grazie all’intervento di casinguru!

Hello,

To ensure we have the correct understanding of your case, could you please confirm the timeline below:

• 2.6.2025: You sent an email to [email protected] explaining your gambling problem.
• 3.6.2025: You sent another email to the same address, again mentioning your addiction and that you returned because they offered you a €100 bonus.
• 7.6.2025: You sent an email to the same address, this time also mentioning threats of self-harm.
• 9.6.2025: You sent another message referring to your gambling problem.
• 10.6.2025: You sent another request asking for permanent account closure.
• 11.6.2025: The casino replied in this complaint thread, stating the account has now been closed and marketing emails have been stopped.

Could you please confirm if this timeline is accurate?

Also, although I understand you mentioned cancelling everything, did you by any chance save any copies or screenshots of your self-exclusion requests or emails from September 2024 or earlier that show you asked for closure or self-exclusion due to addiction? If so, please forward them to [email protected].

Thank you in advance for your reply.

I confirm!

I just forwarded an email sent in February 2024

Confermo!

ho appena girato una mail inviata a febbraio 2024

Dear transporter,

Thank you for confirming the timeline and for forwarding the email from February 2024. Based on what we have so far, here is the final timeline including this point:

• 22.2.2024: You wrote to the casino asking to be removed from their database — however, there was no mention of a gambling problem in this message.
• From 2.6.2025 onwards: We have supporting evidence that you informed the casino about your gambling problem and repeatedly requested help and permanent closure.

Could you please confirm if you deposited any funds into your casino account after 2.6.2025, when you first informed the casino about your addiction? This information is important for us to assess the situation properly.

Thank you in advance for your reply.

Absolutely yes! I have deposited over 1000 euros

Assolutamente si! Ho depositato oltre 1000 euro

Dear transporter,

Thank you for your confirmation.

Could you please advise the exact dates of the deposits you made after 2.6.2025? If possible, we would also appreciate it if you could forward any proof of these transactions (e.g., bank statements or payment confirmations) to [email protected].

Thank you in advance for your reply.

Statement sent! Having used several cards, the ones sent are only a part

Estratto conto inviato! Avendo usato diverse carte quelli inviato e’ solo una parte

Dear transporter,

Thank you very much for sending over the bank statement.

I’ve reviewed the document, but since there are quite a few transactions listed — and given that you used multiple cards — I’m having difficulty identifying which of them were deposits made specifically into your account at this casino.

• Could you please clarify the descriptors or references used for the transactions that were linked to this casino? If you could also highlight or list the specific ones you believe were deposits, that would be a great help.

Thank you in advance for your reply.