Dear nana1995,

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;

Do I understand correctly that you informed the casino about your gambling problem on May 6 for the first time? Could you please clarify when exactly your account was closed?

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.

Attached are the screenshots

I've requested an immediate ban. That's correct, isn't it?

Anbei die Screenshots

ich habe und eine sofortige Sperrung gebeten. Das ist doch so korrekt oder nicht ?

In the chat here, you can clearly see how people aren't taking my gambling addiction seriously and keep asking why I want to close my account. Even though I've mentioned so many times that my account should be blocked due to gambling addiction!

hier kann man im Chat gut sehen wie man meine Spielsucht nicht ernst nimmt und, immer wieder nachfragt warum ich mein Konto schlie?en will. Obwohl ich bereits so oft erw?hnt habe das mein Konto Sport gesperrt werden soll aufgrund SPIELSUCHT!

?

My account was only closed on June 3rd, after I had already requested on May 6th that my account be closed IMMEDIATELY due to my gambling addiction.

Mein Konto wurde am 3.06 erst geschlossen. Nachdem ich am schon am 6.05 gebeten habe mein Konto SOFORT zu sperren aufgrund der Spielsucht.

This was just sent to me. But I don't want a partial refund, I want the entire amount I lost after the "blocking." What do you say? Please respond promptly.

??Das wurde mir gerade geschickt. Aber ich m?chte nicht ein Teil zurück sondern das komplette verspielte Geld was nach der ?Sperrung" Endstand. Was sagen sie ? Bitte um schnelle Rückmeldung

When will I finally get an answer?

Wann bekomme ich endlich eine Antwort ?

Thank you for your reply, nana1995. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle over 1,100 active complaints, and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back to you as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Could you please clarify if you received any follow-up messages from the casino in May? If so, please forward these messages to me. My email address is [email protected]. Alternatively, you can post it here. Thank you in advance.

Thank you very much, nana1995, 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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nana1995,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo