This casino flat out refuses to close my account. I first emailed on June 16, 2025 with a request to permanently close/block my account due to addiction. VIP 'support manager' Stella responded (3 days later) by giving me a bonus. As an addict, obviously I played the bonus. I then sent multiple additional requests to close my account on June 23, 24, and 25. and received responses including "I don’t understand why you feel the need to close your account outright. You haven’t been active since the 14th—would closing your account really change anything?". I specified gambling addiction as the reason for closure, so can only conclude that this casino is full of predators. Casino Guru, please help me to get my account permanently closed.

Dear Nhayw090,

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).

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

Dear Nhayw090,

Thank you for bringing this to our attention, and please accept our sincere apologies for the distress and frustration you've experienced.

We deeply regret that your initial request for permanent self-exclusion was not handled appropriately and that the responses you received did not reflect the seriousness of the situation you described. We fully understand that gambling addiction is a serious issue, and we recognize the importance of responding swiftly, respectfully, and in line with responsible gaming practices.

We want to assure you that your account has now been closed as requested. No further promotional materials or bonuses will be sent to you.

What you’ve described does not align with the standards we strive to uphold, and we are reviewing the communication and handling of your case internally to ensure that such situations are not repeated in the future.

Once again, we are truly sorry for the way your case was handled, and we appreciate you giving us the opportunity to correct this.

Best Regards,

Spinrise Team

I can confirm that my account has been closed. I'm not clear if the self-exclusion request has been honoured.

Dear Nhayw090,

Thank you for the update and confirmation.

We're glad to hear that your account has been closed, though we fully understand your concerns regarding the handling of your self-exclusion request. We agree that such requests—especially when addiction is clearly mentioned—should always be taken seriously and handled with care and urgency. We appreciate that the casino has apologized and is reviewing its procedures internally.

We will now close this complaint as resolved. However, if you notice any further contact from the casino or if your account is ever reopened without your consent, please don’t hesitate to reach out to us again.

We wish you strength and all the best on your path to recovery.

Best regards,

Veronika

www.kpvfaw.com Team

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.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (http://www.kpvfaw.com/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the www.kpvfaw.com website as well.