Good afternoon,

On December 10th, I requested the complete closure of my account due to my addiction problem. I am excluded in my country, but they still allow me to play.

I sent an email requesting the closure of my account without the possibility of reopening. They closed it, but because of my addiction, I asked for it to be reopened despite them knowing about my problem. They reopened it, and I have played and lost €2,000. I am requesting a refund of the money from the account closure through [email protected]

I hope you can help me.

Thank you

Buenas tardes,

El 10 de diciembre solicité mi cierre total por mi problema de adicción, estoy excluido en mi país pero permiten que sigan jugando.

Envié un mail solicitando el cierre de mi cuenta sin posibilidad de apertura, la cerraron pero como tengo una adicción solicité la reapertura a pesar de que ellos lo sabían mi problema, hicieron la reapertura y he jugado 2000€ que he perdido, solicito la devolución del dinero desde el cierre de la cuenta al casino mediante [email protected]

Espero puedan ayudarme.

Gracias

Dear Juan2287,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

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].

Did you receive any confirmation that your account was closed?

Thank you very much in advance. 

Best regards, 

Dominika

Yes, thank you very much, as I attached, they closed the account and then I requested the opening even though I indicated that they did not do it, they do not care, they just want people's money.

Si muchas gracias, como adjunté cerraron la cuenta y luego solicité la apertura a pesar que indique que no lo hicieran, les da igual solo quieren el dinero de la gente

Dear Juan2287, did you receive any confirmation from the casino regarding the closure of your account after your request and before you sent the email stating that it was a mistake to ask for the closure?

Is your casino account currently open?

The live chat you shared does not show that your casino account was closed; it only provided guidance on how to reopen it.

Good afternoon! We sincerely apologize for the situation. The account has already been blocked, and we have resolved the issue with the player.

Thank you for the information.

Dear Juan2287, could you please confirm that the matter is now resolved?

We have reached an agreement, but they are not complying. I have been waiting since Thursday for what was agreed and I have not received anything so far.

Hemos llegado a un acuerdo, pero no están cumpliendo, llevo desde el jueves esperando lo acordado y no he recibido nada por el momento

Dear Juan2287, have you received the funds?

Dear Juan2287,

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.

If we reached an agreement of €300, it was my fault because I thought they weren't going to pay me, but they did give me €300.

Thank you

Si llegamos a un acuerdo, de 300€ fallo mío porque pensé que no iban a pagarme pero si me dieron 300€.

Gracias

Dear Juan2287,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

www.kpvfaw.com