Dear felixkammerer,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please clarify when exactly your account was closed? When did you make the last deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to me. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

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 the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Account closure: June 18, 2025

Last deposit: May 19, 2025

Schliessung des Kontos: 18.06.2025

Letzte Einzahlung: 19.05.2025

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear felixkammerer,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from PlayiO Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear PlayiO Casino,

I kindly request a detailed explanation regarding the handling of this case, specifically addressing why the player’s account remained active for an additional three months despite the submission of a self-exclusion request and a clear declaration of a gambling problem - an issue that your support team has evidently acknowledged.

Your thorough and transparent response is crucial to ensuring a fair and responsible resolution of this matter.

Thank you in advance for your cooperation and prompt attention to this request.

Best regards,

Kubo