Ladies and Gentlemen

I have 2500€ in this casino

Lost any game, won absolutely nothing, not even once.

This is absolute fraud.

I request a refund of 50% of my deposits.

Sehr geehrte Damen und Herren,

Ich habe in diesem Casino 2500€

Verspielt, egal welches Spiel absolut nichts gewonnen nicht einmal.

Das ist absoluter Betrug.

Ich fordere 50% meiner Einzahlungen zurück zu erstatten.

Dear Dakky38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): http://www.kpvfaw.com/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at [email protected] if there is anything else I could do for you regarding your complaint.

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 everyone,

Yes, what you say is true: sometimes you win, sometimes you don't. I agree.

But I've played in many online casinos, and you always win a little.

But I haven't seen or experienced anything like that.

I also asked the casino to block my account because I'm a gambling addict. Nothing happened for ages. And yesterday I lost another €620.

Hallo zusammen,

Ja es stimmt was sie sagen, mal gewinnt mal mal nicht. Bin ich auch ihrer Meinung.

Aber ich habe in vielen online casinos gespielt, und mann gewinnt immer ein bisschen.

Aber sowas hab ich nicht gesehen. Und erlebt.

Desweiteren habe ich das Casino gebeten mein Konto zu sperren. Da ich spiel süchtig bin. Nix kam ewig. Und gestern habe ich wieder 620€ verloren.

If none of your bets resulted in a win, please forward me your full gaming history so we can review the game logs in detail.

Regarding the self-exclusion, could you also forward me the account closure requests you sent to the casino, along with any responses you received from them? You can send everything to my email address at [email protected].

Thank you for your cooperation.

I sent them everything by email

Ich habe ihnen alles per Email geschickt

Thank you for your emails.

Could you please confirm that you requested your account to be permanently closed on 9 April due to gambling addiction, and that the casino blocked it 2 days later, but only temporarily for one month instead of permanently?

Hello everyone,

Yes, I confirm this. I have sent you all documents by email

Hallo zusammen,

Ja ich best?tige das. Ich habe Ihnen alle Dokumente per Mail gesendet

Thank you very much, Dakky38, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dakky38, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I had to change my initial post here, as I will first need some details from you, before contacting the casino. I apologise for the confusion.

From the evidence you have provided, I can see you have received a confirmation from the casino about self-exclusion for 30 days. Can you please let me know if that is the casino's answer to your permanent self-exclusion request sent 25th March?

Also, have you received any confirmation of the casino receiving your message from 25th, in form of at least an automated reply with the ticket ID number or that it was received and passed onto relevant team?

Last but not least, have you sent more self-exclusion requests than the one in March?

Thank you for your patience and cooperation in advance.

Dear Dakky38,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
www.kpvfaw.com