Hello, I requested a self-exclusion and permanent closure of my account from the casino, but they are not taking my request seriously and are not responding to my emails. I would like to get my €40 deposit back because if the casino had taken responsible gaming seriously, I wouldn't have lost it, and my account is still not closed.

bonjour j'ai demander au casino une autoexclusion est fermeture de mon compte définitivement mais il ne prenne pas ma demande au sérieux est né reponde pas au mail , je voudrais récupérer mon dép?t de 40 euro car si le casino avait pris le jeux responsable au sérieux j'aurais pas encore perdu est mon compte n'est toujours pas fermer

Dear Rebecca85, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Veronika

I requested a permanent account closure because I have gaming problems and to this day it is still not closed! I want to be excluded from this site they don't do it. He always leaves my account open

j ai demander une cl?ture de compte définitive car j'ai des problèmes de jeux est à ce jours il n est toujours pas fermé ! Je veux être exclu de ce sites il ne le font pas. Il laisse toujours mon compte ouvert

Thank you for the screenshots of your chat conversations and email. However, in your self-exclusion request, you have not mentioned gambling addiction.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send this message to the casino at [email protected] and add my email [email protected] as a CC. Thank you.

yes it was done but he tells me that he is restarting the service concerned in fact they do not want to close my account and the first time 1 week ago I will report my gaming problems but my account is still open

ouI cela a été fait mais il me dise que il relance le service concerné en faite il ne veulent pas fermer mon compte et la première fois il y a 1 semaines j vais bien signaler mes problèmes de jeux mais mon compte est toujours ouvert

Could you please specify if your account has been closed? If you received a reply from the casino, please forward it to me at [email protected]. Thank you.

Hello, my account is still not closed and they are not doing anything to close it, it is deafening even though I reported my gaming problems!

bonjour mon compte n est toujours pas fermer et il ne font rien pour le fermer il fond les sourd malgré que j'ai signalé mes problèmes de jeux !

Thank you very much, Rebecca85, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rebecca85,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CazWin Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Rebecca85,

We have been informed that CazWin Casino is in the process of closing as of now, which will result in your account being closed. This might also be the reason for the casino's unresponsiveness to your email queries.

I will try to get in touch with the casino affiliate to see about the refund situation.

Hello, I have already contacted you to be reimbursed, cordially

bonjour j'ai déjà pris contact pour être remboursé, cordialement

Hello, I was reimbursed and I no longer have access to the site, thank you.

bonjour j'ai été remboursé est le site je n'ai plus accès, merci à vous

Dear Rebecca85,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V,

www.kpvfaw.com