I have been playing at this casino for some time, where due to gambling problems I lost everything I had, when I finally plucked up the courage and asked to self-exclude from the platform, they did not respect my decision and kept calling me on the phone to convince me to reopen my account with promises of bonuses and incentives to keep playing, I have deposited around 50 thousand pesos since I requested the closure of my account until now, I would like to obtain a refund of at least 25,000 Mexican pesos due to the lack of ethics and seriousness of the casino, for taking advantage of the vulnerability of a sick person, on many occasions I requested the closure of my account which most of the time was ignored and when they did they looked for me to convince me to return, today looking at the emails again you can see a clear lack of morals on the part of the casino, because in the emails you can read my desperation and anguish, to which they remained indifferent, I add evidence of such behavior.

I can attach more evidence if necessary.

Llevo un tiempo jugando en este casino, mismo en el que por problemas con el juego perdí todo lo que tenía, cuando por fin me arme de valor y pedí autoexcluirme de la plataforma, no respetaron mi desición y me estuvieron marcando por teléfono para convencerme de que reabriera mi cuenta con promesas de bonos e incentivos para que siguiera jugando, he depositado alrededor de 50 mil pesos desde que solicité el cierre de mi cuenta hasta el momento, quisiera obtener un reembolso de al menos 25,000 pesos mexicanos por la falta de ética y seriedad del casino, por aprovecharse de la vulnerabilidad de una persona enferma, en muchas ocasiones pedí el cierre de cuenta lo cual la mayoría de las veces fue ignorado y cuando lo hicieron me buscaron para convencerme de regresar, hoy viendo nuevamente los correos se puede ver una clara falta de moral por parte del casino, pues en los correos se puede leer mi desesperación y angustia, a lo cual ellos permanecieron indiferentes, agrego evidencias de dicho comportamiento.

Puedo adjuntar más evidencias si fuera necesario.

Dear raulrmz357,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you mentioned gambling addiction as the reason for your account closure request in any of your communications with the casino?

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Ready, I sent what you asked me by mail.

Listo envié lo que me pidió por correo

Thank you for your email.

Unfortunately, we are only able to assist with refund requests in cases where players explicitly state that they are suffering from gambling addiction and ask to be self-excluded—but the casino fails to close their account. Without such evidence, we cannot ask the casino to join the resolution of this complaint or request a refund for not protecting a vulnerable player.

At this point, the most we can do is guide you on how to write a proper self-exclusion request—if your account is still accessible.

Would you be interested in that?