Hello, when I ask them to permanently close my account and come back the next day, they reopen it. I've told them that I have a gambling problem and demand my account to be permanently closed with no possibility of reopening, but they do not listen. Can you help me?

Hej n?r man ber dom st?nga kontot permanent och kommer n?sta dag s? ?ppnar dom den igen , jag har sagt ?t dom att jag har spelproblem och beg?r att mitt konto st?ngs permanentl utan m?jlighet att ?ppnas igen men dom lyssnar inte kan ni hj?lpa mig?

Dear maroundarowiche78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is [email protected]. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, of course I stated in my request why I wanted my account closed but they didn't care, that's why I'm sending the complaint here,

Hej sj?lvklart angav jag i min beg?ran varf?r jag ville att mitt konto skulle st?ngas men det brydde dom inte sig om, d?rf?r som jag skickar klagan h?r,

I understand but before we proceed with this case and contact the casino directly, I will need supporting evidence including the entire relevant communication. Could you please forward it at your earliest convenience?

Dear maroundarowiche78,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, finally they have closed my account now so we can finish this.

Hej ?ntligen har dom st?ngt mitt konto nu s? vi kan avsluta detta.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, maroundarowiche78, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com