I am a VIP client of this casino, I have a private VIP manager and I speak to him via WhatsApp. For several weeks now he has been asking me to unsubscribe due to self-exclusion and he has completely ignored me, offering me bonuses, etc. In the end, I ended up falling, I imagine it was simply due to a vice. Since I joined here, I have had around €25,000 in losses and I was wondering if I could file a complaint and recover at least from the first request to close my account, since I have not closed it and I have continued betting. Thank you.

Soy cliente Vip de este casino, tengo gestor Vip privado y hablo con el por whats app, llevo varias semanas pidiendo que me de de baja por autoexclusion y me ignora totalmente ofreciendome algun bono etc, al final termino cayendo simplemente imagino que por cuestion de vicio, desde que entre aqui llevaré como unos 25.000€ en perdidas y me preguntaba si podria denunciar y recuperar al menos desde la primera peticion de cierre de cuenta ya que al no cerrarla he seguido apostando, gracias.

Dear Rulo_41,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've experienced and the situation you now find yourself in.

To better understand the timeline and circumstances of your case, could you please provide us with the following details:

• When exactly did you first request self-exclusion from your VIP manager via WhatsApp (please include the date)?
• Do you have screenshots or any other form of written proof of your self-exclusion request(s)?
• Was the request clearly worded as a permanent self-exclusion due to gambling issues, or was it phrased differently?
• Did you ever contact the casino’s official support channels (such as email or live chat) to request account closure, or was all communication exclusively with your VIP manager?
• Did you receive any confirmation or reply—written or verbal—acknowledging your self-exclusion request?
• When was the last time you played or deposited funds at this casino?

Please feel free to forward any relevant communication (e.g. screenshots, messages, or email correspondence) to [email protected] to support your complaint.

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.

Good afternoon, I have requested this on several occasions, by email, via WhatsApp to my manager, and via live chat, and they tell me that they cannot do that procedure and they transfer it... unfortunately, I don't have any conversations because they are deleted once the chat is closed. I have the emails and some WhatsApp screenshots since I have also been deleting WhatsApp conversations... Here is a screenshot of an email sent to my manager and their reply, thank you.

Buenas tardes, lo he pedido en varias ocasiones, por correo, por whats app a mi gestor y por chat en vivo que me dicen que ellos no pueden hacer ese tramite y lo trasladan...desgraciadamente no tengo conversaciones porque se eliminan una vez cerrado el chat, tengo los correos y alguna captura de whats app ya que tambien he ido eliminando conversaciones de whatsapp... Aqui dejo una captura de un correo enviado a mi gestor y su contestacion, gracias.

Hi,

Thank you for your reply and for forwarding the screenshot of your email communication. That’s helpful.

To evaluate your case further, we’d like to clarify one important point:

• In any of the messages or requests you sent (whether by email, WhatsApp, or live chat), did you ever explicitly mention that your request to close the account was due to a gambling problem or addiction?

This detail is essential in determining whether the casino had sufficient reason to treat your request as a self-exclusion under responsible gambling obligations.

Also, please note that, according to the casino’s terms, official self-exclusion requests should be submitted to: [email protected]. If you haven’t contacted this address yet, we recommend doing so as soon as possible.

Looking forward to your response so we can continue assessing the case.

On several occasions, if I remember correctly, but unfortunately, I have little to document since I was deleting WhatsApp conversations and live chats are deleted after speaking. Here I have this recent one.

I would like to get my money back, or a good part of it, since I've been telling them to close my account since I had spent about €10,000, and I estimate I've spent close to €30,000 in total.

En varias ocasiones si mal no recuerdo pero desgraciadamente tengo poco para documentarlo ya que iba borrando conversaciones de whats app y los chat en vivo se eliminan despues de hablar, aqui tengo esto reciente.

Quisiera recuperar mi dinero o buena parte de el, ya que estuve diciendoles de cerrar mi cuenta desde que llevaba unos 10.000€ gastados y calculo que he gastado cerca de los 30.000€ en total.

I would like to know if you have contacted them, just after sending you this screenshot they closed my account, but after having requested it on several occasions for weeks, the damage is irreparable, I have asked for loans, I owe money and I am really screwed trying to recover that money and losing more and more, it could have been avoided if they had closed me when I had lost €10,000... The first to blame are the users, but they play with people's health and stability, we are real victims and they take advantage, thank you.

Me gustaria saber si os habeis puesto en contacto con ellos, justo despues de enviaros esta captura entonces me dieron de baja la cuenta, pero despues de haberlo pedido en varias ocasiones desde hace semanas, el da?o es irreparable, he pedido prestamos, debo dinero y estoy bien jodido al querer recuperar ese dinero y perder cada vez mas, se podria haber evitado si me hubiesen dado de baja cuando llevaba 10.000€ perdidos... Los primeros culpables somos los usuarios, pero juegan con la salud de las personas y la estabilidad, somos autenticas victimas y ellos se aprovechan, gracias.

Hi,

Thank you very much for your reply and for sharing additional information and screenshots regarding your case. I’m sorry to hear about the difficulties you’ve experienced and the distress this situation has caused you.

After carefully reviewing the details you’ve provided, it appears that:

• The official channel for submitting self-exclusion requests, as outlined in the casino’s terms, is the support email [email protected].
• Based on the screenshots and communication shared so far, your requests to the VIP manager were not explicitly framed as self-exclusion due to a gambling problem, which is a necessary condition for the casino to trigger responsible gambling protocols.

Without clear evidence that a proper self-exclusion request—mentioning a gambling issue—was submitted via the official channels, we are unfortunately unable to assist further with your request for a refund. The burden of proof lies in showing that the casino failed to act on a valid, responsible gambling-related exclusion request, and at this time, the evidence does not support that conclusion.

We strongly recommend that you take additional steps to protect yourself moving forward. One option is BetBlocker – a free tool that allows you to block yourself from accessing thousands of gambling websites across all your devices. It's easy to use and can be an important step in regaining control.

I’m truly sorry we’re not able to do more in this case, but I hope you’re able to find support and take measures that will help you avoid further harm.

Please let me know if there's any information I've missed, but unfortunately, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance.

Thank you for your understanding, and I look forward to your reply.

Dear Rulo_41,

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.

I think the screenshot I sent you of the email was pretty clear. I asked for the account to be permanently closed, but they ignored me. Account closures can be done from any source, whether it's a VIP agent, support, or live chat. I don't have any further proof, thank you.

Creo que la captura que os envié del correo electronico era bastante clara, ahi pedia el cierre de cuenta definitivo y no me hicieron caso, la baja de la cuenta la dan desde cualquier sitio ya sea agente vip, suport o chat en vivo, por mi parte no hay mas pruebas, gracias.

Dear Rulo_41,

Thank you once again for your messages and for sharing the details of your experience. I’m truly sorry to hear about the difficult situation you’ve found yourself in, and I sincerely understand how distressing this must be for you.

After carefully reviewing all the available information, we regret to inform you that we are unable to uphold your complaint for the following reasons:

• Although you state that you requested account closure several times via WhatsApp, email, and live chat, the provided screenshots do not clearly indicate that your request was related to a gambling problem or addiction. This kind of explicit wording is necessary for the casino to be obligated to initiate self-exclusion procedures under responsible gambling policies.
• According to the casino’s terms and conditions, self-exclusion requests must be submitted through their official support email ([email protected]). We have seen no evidence that this channel was used.
• While we acknowledge your efforts and understand that you were seeking help, the absence of formal and clearly worded requests through the proper channels limits our ability to hold the casino accountable for not acting sooner.
• We also recognize that the account was eventually closed, but unfortunately this occurred only after significant losses, which you feel could have been prevented.

We genuinely empathize with your situation and strongly encourage you to take steps toward self-protection. Tools like BetBlocker or seeking support through local responsible gambling services can be very helpful in managing future risk.

We are truly sorry we cannot assist further in this matter and must respectfully close your complaint as unjustified. We wish you strength and clarity moving forward, and we hope you find the support you need on your journey.

Kind regards,

Petronela

www.kpvfaw.com Complaints Team