Hi Everyone,

I couldn't select the country above, it should be Germany. Anyway, I have lost over 10,000 euros at the casino. After losing a few thousand euros, I requested a self-exclusion since the 2nd of May, 2024. I have proof through emails; despite writing to them multiple times in the live chat, requesting self-exclusion due to gambling addiction and refusing bonus offers, they still give me these offers. They refused to close my account. I hope you can help me. Since submitting the self-exclusion request and sending the email, I have lost an additional 7,300 euros. It would only be fair to be reimbursed this amount.

Thank you.

Hi Zusammen,

ich k?nnte oben nicht das Land ausw?hlen es muss Deutschland sein, aufjedenfall habe ich ihn dem Casino über 10000 euro verloren nachdem ich paar Tausender Verloren habe, habe ich selbstauschuss beantragt seit dem 02.05.24, habe auch Mailbeweise habe mehrmals geschrieben im Live chat hat man mir Bonusangebote gegeben das ich es nicht mache habe es abgelehnt dennoch bekommen, Sie wollen mein Konto nicht sperren, obwohl ich geschrieben habe aufgrund von Spielsucht, hoffentlich k?nnen Sie mir helfen,jedenfalls habe ich ab dem Antrag und der Mail nochmals 7300,00 € Euro verloren, es w?re Gerecht diese zurück zu erhalten.

Vielen Dank.

Dear michi97, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika,

I have applied to the casino for a self-exclusion so that they can block my account permanently due to gambling addiction. Therefore, the casino is obliged to block my account immediately and not leave it for 13 days, letting me make deposits and sending me bonuses so that I am triggered and deposit again. They even sent me several SMS messages to my phone number, which I have now reported as spam. I will forward you the emails that I sent to the casino as proof. Later, I will also forward you the transaction deposits and the bank statement, which shows how much I deposited after applying for the self-exclusion forever due to gambling addiction.

I wrote for the first time on May 2nd, 2024 to the email address. I only took it back on May 4th, 2024 because I had gotten 5k back but had gambled it away again. However, you should have blocked me long ago in the last two days. The casino needs to be responsible and block players immediately if they write because of gambling addiction. Additionally, up until yesterday I wrote several emails asking you to block me, including several times in the live chat. Instead I get bonus offers and they let me keep playing. I have forwarded the email history to you.

Thank you.

Hallo Veronika,

ich habe bei dem Casino ein Selbstauschuss beantragt das Sie mein Konto für immer Sperren aufgrund von Spielsucht, daher ist das Casino Verpflichtet mein Konto gleich zu sperren und nicht 13 Tage stehen zu lassen mich einzahlungen zu lassen und Bonus zusenden das ich getriggert werde und wieder einzahle, die haben mir sogar mehrmals an meine Telefonummer eine SMS geschrieben, welche ich nun als Spam gemeldet habe, ich leite Ihnen die Emails weiter, welche ich ans Casino gesendet habe, als Beweis, im Sp?teren Zug auch die Transaktionseinzahlungen und den Kontoauszug, auf dem man sieht wie viel ich eingezahlt habe nach der Beantragung des Selbstauschusses für immer aufgrund von Spielsucht.

Ich habe zum ersten mal am 02.05.24 geschrieben an die Mail Adresse am 04.05.24 habe ich erst zurückgenommen da ich 5 k zurückgeholt habe aber das wieder verspielt hatte, dennoch h?tten Sie mich in den zwei Tagen l?ngst sperren müssen, das Casino muss Verantwortungsbewusstein und die Spieler gleich sperren wenn sie schreiben aufgrund von Spielsucht zudem habe ich mehrmals bis gestern eine Mail geschrieben das Sie mich sperren , auch mehrmals im Live chat stattdessen bekommen ich Bonusangebote und, die lassen mich weiterspielen, ich habe Ihnen die Mailverl?ufe weitergeleitet.

Vielen Dank.

Hi, why has there been no reply? The casino has finally blocked my account. They blocked it 15 days after I made my request. That shouldn't be happening. I lost a total of 12,000 euros there. After I lost 4.7k I requested permanent self-exclusion several times due to gambling addiction via several emails and the casino's live chat. The casino must act responsibly and block me immediately!! and not 15 days later when I had written that several times. I have already sent you the emails as proof. Please help me so that I get at least part of the 7.3k back. I can also send you the bank statement which shows how much I had deposited in the online casino after I requested self-exclusion. I think it's cheeky of the casino to just let me carry on playing and depositing. Online casinos generally earn a lot of money for that, they must react immediately when a player requests permanent self-exclusion due to gambling addiction. That simply can't be true!! that is really unfair, on top of that I even had a payout of 5k and nobody reacted, really bad casino, please put pressure on the casino so that I at least get back the 7.3k that I am entitled to.

Thank you.

Hi, warum kommt keine Antwort , das Casino hat nun endlich mein Konto gesperrt die haben es 15 Tage nach meiner Anfrage gesperrt das darf nicht so sein, ich habe insgesamt 12000 euro dort verspielt nachdem ich 4,7k verspielt habe ich mehrmals Selbstauschuss für immer angefordert aufgrund von Spielsucht über mehrere Mails und über den Live chat beim Casino das Casino muss verantwortungsbewusstein und mich sofort sperren!! und nicht 15 Tage sp?ter wenn ich mehrmals das geschrieben hatte, ich habe Ihnen bereits die Emails als Beweis gesendet, bitte helfen Sie mir das ich wenigstens einen Teil die 7,3 k zurück erhalte ich kann ihnen auch den Kontoauszug senden auf dem man sieht wie viel ich noch in dem Online Casino eingezahlt hatte, nachdem ich den Selbstauschuss beantragt hatte, ich finde das eine Frechheit vom Casino mich einfach weiter spielen zu lassen und einzahlen zu lassen ,Online Casino verdienen allgemein ein haufen Geld dafür müssen sie auch gleich reagieren wenn ein Spieler Selbstausschuss für immer Beantragt aufgrund Spielsucht das darf einfach nicht Wahr sein!! das ist wirklich ungerecht, zudem hatte ich sogar eine Auszahlung von 5 k drin da hatte auch niemand reagiert wirklich sehr schleches Casino, bitte machen Sie bei dem Casino Druck das ich wenigstens die 7,3 k zurück erhalte die mir zustehen.

Vielen Dank.

Thank you very much, michi97, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([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 michi97,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BookofCasino,

Could you possibly provide additional information regarding the ignored self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal, 

The Player's account was excluded according to our standard procedure. We are dedicated to assisting our players and upholding our T&Cs. Thus please understand that there is a technical timeframe necessary to fulfill the request of the Player. 

Furthermore during the final handling of the exclusion request, all responsibility lies with the Player as per our rules. 

While we understand that it was longer than expected, note that we have acted in accordance to our terms and conditions, that the player agreed with upon registration. 

Regards, 

BookofCasino

Hi,

Well, I don't think that's fair. It was put off for 15 days. I deposited a total of 12,000 euros. It would be fair if they transferred the 7,300 euros back to me after I requested it several times. They still got a lot of money from me, 4,800 euros! I wrote several times by email and several times via live chat, always citing gambling addiction as the reason, and I received bonus offers. I was even contacted by cellphone with bonus offers, which triggers gambling addicts to keep depositing. As a casino, they have to be responsible and not just block an account 15 days later. That's far too late!! That's fraud. In my opinion, they have a responsibility to block gambling addicts immediately. They earn a lot of money as a casino, so they also have to take responsibility for gambling addicts who ask to close their accounts several times. It would be fair to get at least 50 percent back, 6,000 euros, that would be fine with me.

Thank you.

Hi,

Neija das finde ich nicht gerecht es wurde 15 Tage Tage hinausgeschoben habe insgesamt 12000 Euro einbezahlt es w?re Gerecht wenn sie mir die 7300 Euro nach der mehrmaligen Anfrage zurücküberweisen sie haben dennoch viel Geld von mir bekommen 4800 Euro ! Ich habe mehrmals per Mail und mehrmals per Live Chat geschrieben sogar immer mit dem Grund Spielsucht und ich habe Bonusangebote bekommen mich hat man sogar per Handy kontaktiert mit Bonusangeboten da werden ja spielsüchtige getriggert weiter einzuzahlen sie müssen als Casino Verantwortungsbewusst sein und dürfen nicht einfach erst 15 Tage sp?ter ein Konto sperren das ist Viel zu sp?t!! Das ist Betrug sie haben in meinen Augen die Verantwortung spielsüchtige sofort zu Sperren sie verdienen viel Geld als Casino, dafür müssen sie auch Verantwortung tragen bei spielsüchtigen die drum beten mehrmals das Konto zu schlie?en es w?re Gerecht zumindest 50 Prozent zurück zu erhalten 6000 Euro das w?re für mich in Ordnung.

Vielen Dank.

Dear michi97,

Do I understand correctly that you sent your first request for self-exclusion due to gambling addiction on the 2nd of May and your account was closed on the 19th of May? If that is the case, would you be able to tell me exactly how much you have deposited during this period and when?

Hello Michael,

The casino blocked me on May 17th, 2024, 15 days after the request, and I have deposited €7300.00 at the casino since May 2nd, 2024. I sent them all deposits to their email address as proof.

Thank you.

Hallo Michal,

das Casino hat mich am 17.05.2024 gesperrt also 15 Tage nach der Anfrage und ich habe seit dem 02.05.24 7300,00 € bei dem Casino einbezahlt, ich habe ihnen alle Einzahlungen als Beweis auf ihre Email- Adresse gesendet.

Vielen Dank.

Dear Michal, 

The player's account was excluded as per the standard procedure they agreed to. We strive to always ensure a fast handling of Player's requests so we have a dedicated team and channel to request an exclusion.

Depending on traffic it could cause some delay with the handling but we always try to have it handled as quickly as possible. Please understand that there is a technical timeframe required to go through every request.

This is why we have also stated in our T&Cs that until there is an official confirmation provided by our team responsibility lies solely with the Player. All actions were according to the publicly available information. 

Regards,

BookofCasino

Hi,

I find that pretty unfair, they sent me offers on my cellphone, wrote in the live chat that they didn't want to block me but rather send me offers so that I wouldn't block them, I simply let them deposit money over 15 days after I had written to me and that happened several times, asking them to block my account forever because of gambling addiction? But then they send me messages every day and bonus offers but only block it after 15 days because they know full well that gambling addicts can't control it anymore, hello?? It has to be blocked straight away? You write that it was blocked after 15 days as standard but you send me offers every day, that doesn't add up, does it? It would be fair to get the 7300 euros back, the casino made a lot of money from me, they have to be responsible and block me straight away after the request, not 15 days later, that's not possible!!! Please help me get some of my money back! If that doesn't happen, I ask you to put the casino on the blacklist, then hardly anyone will play there anymore and they won't earn as much!!! Maybe you have to put pressure on them to get the money back. I have already sent you the evidence by email, please reply quickly. I think that's very unfair of the online casino, they are scammers!!!!!.

Hi,

ich finde das ziemlich Unfair die haben mir angebote auf mein Handy gesendet, haben im Live chat geschrieben sie wollen mich nicht sperren sondern angebote mir senden dasc ich nicht sperre, habe mich einfach Einzahlen lassen über 15 Tage nachdem ich mich geschrieben hatte und das mehrmals das ich sie bitte mein Konto wegen Spielsucht für immer sperren? aber dann jeden Tag mir nachrichten senden und Bonusangebote aber dann erst nach 15 Tage sperren weil sie genau wissen Spielsüchtige k?nnen es nicht mehr kontrollieren hallo?? da muss gleich gesperrt werden ? Sie schreiben es wurde Standartgem?? nach 15 Tagen gesperrt aber senden mir jeden Tag Angebote das passt doch nicht Zusammen? es w?re gerecht die 7300 euro zurück zuerhalten das Casino hat sehr viel Geld durch mich verdient dafür müssen sie Verantworungsbewusstein und mich gleich nach der Anfrage sperren nicht erst 15 Tage sp?ter das geht nicht!!!! Bitte helfen Sie mir ein Teil meines Geld zurück zuholen! wenn es nicht passiert bitte ich Sie das Casino auf die Schwarzeliste zu setzen dann werden kaum leute da noch spielen und Sie verdienen nicht mehr so viel!!! vielleicht muss man Druck machen um das gerechte Geld zurück zuholen habe Ihnen bereits per Mail die Beweise gesendet, bitte antworten sie schnell. ich finde das sehr ungerecht vom dem Online Casino das sind Betrüger!!!!!.

Dear michi97,

Would you be able to tell me exactly when you made the deposits between the 2nd and the 17th of May? If you could, please tell me when exactly and how much did you deposit during this period. I will be waiting for your update.

Hi Michael,

I had already sent them this via email with screenshots.

Hi Michal,

Das hatte ich ihnen bereits per Mails mit Screenshots zugesendet.

Hello Michael,

I can also write the amounts here, but I sent them the receipts as proof by email,

So on

Hallo Michal,

ich kann auch hier die Betr?ge schreiben nur per Mail hatte ich ihnen die Belege als Beweis gesendet,

Also am

Hello Michael,

I sent you the receipts as proof by email, so that you have proof of how much I have deposited at the online casino. I can happily write the amounts and the date here:

So on 02.05.24 1800 euros, on 06.05.24 3500 euros, on 13.05.24 500 euros and on 14.05.24 1500 euros.

Thank you.

Hallo Michal,

ich hatte ihnen die Belege als Beweis per Mail gesendet,sodass das man einen Beweis hat wie viel ich einbezahlt habe beim Online Casino gerne kann ich ihnen hier die Betr?ge und Das Datum schreiben:

Also am 02.05.24 1800 Euro am 06.05.24 3500 Euro am 13.05.24 500 Euro und am 14.05.24 1500 Euro .

Vielen Dank.

Dear michi97,

I did not receive the email, would you mind sending me the email with the deposits once more? Please use the email address [email protected].

Hello Michael,

Here is a screenshot of the email I sent you on June 2nd, 2024 at 3:26 p.m. to your email address [email protected]. Maybe check your spam folder.

Thanks.

Hallo Michal,

hier ein Screenshot das ich ihnen die Mail am 02.06.24 um 15:26 Uhr gesendet habe an ihre E-Mail-Adresse [email protected]. vielleicht im Spam Order Schauen.

Danke.

Hi Michael,

Have you found the email now?

Hi Michal,

Haben sie nun die Mail gefunden?

Dear michi97,

Thank you for the provided information.

Since we have to take into consideration a time period big enough for the casino to process the self-exclusion request, you should be eligible for the refund of your deposits from 13.5 and 14.5 since they were made more than a few working days after your self-exclusion request.

In your case, that would make 2000€.

Dear BookofCasino, can you refund this amount to the player, so we can close this complaint?

Hi Michael,

I applied on May 2nd, 2024 and paid 3500 euros on May 6th, 2024 plus the 2000 euros on the 13th and 14th. That would be 5500 euros because there are 4 days from May 2nd, 2024 to May 6th, 2024. 5500 euros would be fair in my eyes.

Thanks.

Hi Michal,

Ich habe am 02.05.24 beantragt und am 06.5.24 3500 Euro bezahlt plus die 2000 Euro am 13 und 14. Das w?ren dann 5500 Euro weil das 4 Tage sind vom 02.05.24 bis zum 06.05.24 5500 Euro w?ren gerecht in meinen Augen.

Danke.

Yes, but only 2 working days, a relatively short period for the casino to manually go through and sort all of the pending self-exclusion requests. The time period in consideration must be sufficient enough for the casino to complete all the actions required. That's why we consider deposits to be refundable only after a sufficient time period has passed from the correctly applied self-exclusion request.

From May 2nd to May 6th is 4 days, not two? Or I paid 3500 euros on May 6th, 2024, which is 4 days, not two.

Vom 02.05 bis zum 06.05 sind es doch 4 Tage nicht zwei ? Oder ich habe am 06.05.24 3500 Euro einbezahlt das sind 4 Tage nicht zwei.

Of course, we do not count the weekend. Only working days.

Ok

Dear BookofCasino,

Can you refund the mentioned amount of 2000€ to the player so we can close this complaint?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This is a scam casino, they take in lots of money but don't pay out anything. They took more than 10k from me, didn't block me and sent extra bonus offers to trigger me. They refused to block me for days, that's not okay. I hope they get such a bad review that no one plays there anymore!!

Das ist ein Betrüger Casino sch?n Geld einnehmen, aber nichts auszahlen, die haben mehr als 10 k von mir eingenommen haben mich nicht gesperrt und extra Bonusangebote gesendet um mich zu triggern, haben sich tagelang geweigert mich zu sperren das ist nicht ok, ich hoffe die bekommen so ne schlechte Bewertung das keiner mehr dort spielt!!

Dear Michal,

We have thoroughly reviewed the request and the account with the utmost importance once again, and we want to emphasise the fact that we have only acted according to our established Terms and Conditions with which the user has agreed upon his registration. Moreover, it is also outlined there, that any account activity during the whole process of exclusion, strating from the initial request to [email protected] to the final step(exclusion), is player's sole responsibility. 

We do strive to handle these requests as swiftly as possible, however technical and operational factors may affect the reasonable processing time. Our team has acted within the acceptable period, as stated in our Terms & Conditions, and the account was closed. 

Regards, 

BookofCasino Team

No! You must not block anything until 15 days or later and then send me more bonus offers over the phone. Addicted players are particularly at risk. They know exactly why they did not block me straight away but seriously after 15 days, so that I would carry on playing and they would earn even more money!! Don't feel guilty!! At least give me the 2k back. I lost over 12k with you, you earned over 10k through me. If you had blocked me straight away you would not have won so much. Your casino takes in millions of euros every day, so you have to be prepared when the casino has to pay out. I really hope that your casino will be closed soon. I will report it to others!! on other forums. I will take action against your casino, you sent me bonus offers.

Although I asked several times for my account to be blocked due to gambling addiction, several times by email and several times by live chat, nothing was done!! I hope that soon no one will play at your casino anymore, you are a fraudulent casino!!

Nein !Man darf nichts erst nach 15 Tagen oder sp?ter sperren und danach noch Bonusangebote mehr Telefon mir senden, besonders Süchtige Spieler sind gef?hrdet, sie wissen ganz genau ,warum sie mich nicht gleich sondern ernst nach 15 Tagen gesperrt haben, damit ich weiter spiele und sie noch mehr Geld verdienen!! Haben sie nicht ein schlechtes Gewissen !! Geben sie mir wenigstens die 2 k zurück ich habe über 12 k bei ihnen verspielt sie haben durch mich einen Gewinn über 10 k verdient, h?tten sie gleich gesperrt h?tten sie nicht soviel gewonnen ihr Casino nimmt t?glich Millionen von Euros ein dann muss man schon gerechnet sein wenn das Casino mal zahlen muss ,ich hoffe wirklich das ihr Casino bald geschlossen wird ich werde es weiter melden !!auf anderen Foren ich werde gegen ihr Casino vorgehen sie haben mir Bonusangebote gesendet ,

obwohl ich mehrmals drum gebeten hatte mein Konto aufgrund von Spielsucht bei ihnen zu sperren mehrmals per Mail mehrmals per Live Chat nichts wurde gemacht!! Ich hoffe das bald keiner mehr bei ihrem Casino spielen wird, Sie sind ein Betrüger Casino!!.

Dear michi97,

Our communication with the casino team has finished. Unfortunately, the casino team is convinced that their process was correct. In www.kpvfaw.com, we believe that responsible gambling should be taken seriously, and every casino should do their maximum to make the self-exclusion process as quick as possible. In this case, we feel like it was not the case.

The last option is to file an official complaint at the licensing authority of the casino here.

I am now closing the case as 'unresolved'. Be aware that this complaint will affect the casino's reputation on our website in a negative way.

I am sorry we could not be of further help to you.

Best regards,

Michal V, www.kpvfaw.com