Hi Casino Guro

I have tried to get my account closed with this casino for almost a month and they are refusing to do so. They just answer " We have sent the request to the correct department nad notified your VIP manager" or similar answers. The VIP manager has then just offered me bonuses even after i told them that they are in breach of Responsible Gambling.

I have tried everything from extreme language to threats but they jsut dont care!!

My account is still open and they just keep letting me loose my money.

The 1000 Euros in refund is the ABSOLUTE minimum!

Thanks alot for you help

Dear Stregen71,

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).

Could you please specify the reason for closing your account? Additionally, 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.

Hello

i have sent you an email Veronika with the email thread.

Thanks for the help with this unserious casino.

Best Regards

Daniel

Dear CasinoGuru,

We would like to clarify that we take responsible gambling and player protection extremely seriously, and our internal procedures are designed to comply with all licensing requirements, including those related to account closure and responsible gaming.

The player in question, Daniel, has indeed contacted us multiple times with contradictory requests over the past weeks. At various points, he explicitly stated that he wished to continue playing if certain bonus conditions were met, while at other times he demanded immediate account closure. His communications included repeated use of abusive, threatening, and discriminatory language toward our staff, which significantly hindered our ability to maintain a constructive dialogue and to process his requests in a safe and compliant manner.

Despite this, we made several efforts to de-escalate the situation, and our VIP manager continued to provide clear, respectful communication while ensuring all actions followed our responsible gambling guidelines. Once it became evident that the player had firmly decided to self-exclude, his account was closed permanently and will not be reopened.

We have reviewed the case thoroughly and found no grounds for a refund.

For transparency, we would also like to highlight that the player provided inconsistent statements in his communications and externally, including changing the claimed refund amount and the context around it.

We remain committed to fair play and responsible gaming and are happy to provide any further clarification if needed.

Best Regards,

Spinrise Team

Hi Spinrise

if you would have any knowledge of gambling addiction you would know that this is exactly the way addiction works. Don’t say that I haven’t told you to close my account, repeatedly, both in chat and in mail. To tell you to close my account and then change my mind, tell you to close, change my mind etc etc is a 100% indication that i have a problem. The way I deposit is also a clear indication that I have a problem. To offer a bonus( and not even react and reply to to "close my account asap and permanent") is not following Responsible Gambling. If you don’t know that, well then I would suggest sending your staff to some training.

ps by using bad language I thought I might get you to close my account, but that didn’t work.

You had absolutely no plan to close my account if I hadn’t sent this complaint in, when I did it took you 2 seconds to close it. Why didn’t you do that before then, when I asked

/Daniel

Dear Spinrise Casino representative,

Thank you for reaching out to us and providing additional information regarding the player's case. We appreciate your cooperation.

Dear Stregen71,

I have not received any emails or chat transcripts from you in which you explicitly mention gambling addiction or request account closure for this reason. Please double-check that you entered my email address correctly — [email protected].

Without this documentation, we will not be able to proceed with your refund request. Thank you for your understanding.

Hi

I have repeatedly told Spinrise that they where in violation of Responsible Gambling and that is the same in my opinion.

Regards

Daniel

Dear Stregen71,

Thank you for your reply and for the emails you sent.

After carefully reviewing the information and communication provided, we regret to inform you that we will not be able to assist you with your refund request.

In order for Casino Guru to successfully advocate for a refund in cases related to responsible gambling, the player must clearly and explicitly state that they are experiencing a gambling problem or addiction, and request the account to be closed on those specific grounds. Only then can the casino’s actions (or inaction) be assessed as a potential violation of their responsible gambling obligations.

While we understand that mentioning "Responsible Gambling" may feel like a sufficient indication of distress, it is a broad term and does not automatically imply the presence of addiction or the need for self-exclusion. In your case, we have not found any direct statement where you identify yourself as someone struggling with gambling addiction or explicitly request a permanent self-exclusion for this reason. Without such evidence, we are unable to proceed further or request a refund on your behalf.

Additionally, we acknowledge the frustration you expressed toward the casino. However, using extreme or abusive language, even when meant as a cry for help, can make it more difficult for service providers to respond appropriately and effectively. We always encourage open and respectful communication, especially in sensitive matters like these.

With that said, we are glad to see that your account has since been closed. Should you face any similar issues with other operators in the future, we recommend clearly stating that you are experiencing a gambling problem and requesting a permanent self-exclusion without conditions. This ensures that the casino is fully informed and obligated to act in line with responsible gambling standards.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occassion.

Best regards

Veronika

Casino Guru

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.