Hello everyone,

I am writing to you today because I am in a state of deep despair. This situation is no longer bearable for me, and if I don't put an end to it, I will never be able to get out of it.

I opened an account at Casino Extra in 2019, and since then, I've been spiraling downward. I could deposit up to €7,000 a day and play for over 15 hours straight, for days at a time—without anyone ever worrying.

Thousands of deposits, my life savings, were lost. The more I deposited, the less I won. At one point, I even thought the casino was rigged: I could deposit €6,000 or €7,000 in a single evening, without winning anything. Nothing.

I suffer from a severe gambling addiction, and I am getting help.

One day in 2023, just after a huge loss, I mustered up the courage to request the closure of my account via the casino chat. I was told that my request would be forwarded to the appropriate department. I persisted, explaining that I was afraid to continue depositing, and requested immediate closure. I was assured that I would receive a response within 48 hours.

But the days pass. Nothing. No answer.

I send emails—still no response. Days turn into weeks, then months. Still no closure.

Instead, a few days later, I received a bonus, as if someone was trying to make me forget my request.

This was followed by around twenty requests for closure, all ignored.

I even ended up sending a formal notice, in which I threatened to file a complaint for breach of trust and failure to assist a person in danger.

I begged for my account to be closed, and I insisted that it be closed permanently, with no possibility of reopening it, even if it was hacked. I repeated dozens of times that I wanted it closed permanently.

But in the meantime, I continued to sink, depositing thousands of euros a day.

Finally, after blackmail and threats, my account was closed for the first time in March 2024.

I thought it was finally over. I felt relieved.

But a few months later, the temptation becomes too strong.

I tell myself that, in any case, the account is supposed to be permanently closed, so I test with a simple email:

"Can I reopen my account?"

A few minutes later, I receive a response:

"Yes, and you will receive a nice gift (bonus) upon reopening."

A few moments later, I'm back on the site. I empty my bank account.

I can't believe it.

The weeks go by. I'm losing. I'm losing every day.

I'm living in hell.

I send emails saying I can't take it anymore, that I'm at the end of my tether. I don't even recognize myself anymore. I become rude, aggressive, desperate.

I started asking for the account to be closed again, first via chat, then via email. No response.

I'm still given a few bonuses to calm me down.

When the situation becomes unmanageable, I am told that my VIP status will soon be upgraded, and that with this new status, I will have great benefits. I am asked to be patient: a few days, then a few weeks.

Finally, I get this new status.

But nothing changes. I'm still losing, a lot, too much.

I beg them to close the account.

Still nothing.

Last hope: I send a new formal notice, with threats to support it.

Even after that, it will still take more than eight days for my account to finally be closed.

I'm sad because I know now that I have no hope of "remaking myself." But I also know that it was the best decision.

I am promised that this time I will never be able to reopen my account.

It is February 11, 2025.

Phew, I can breathe.

But… on June 13, 2025, my birthday, I received an email from them:

A happy birthday message, accompanied by a "gift".

All I had to do was reply "I accept" and my account would be immediately reopened.

I thought, "I'll just take the gift, and then I'll close the account."

But the moment that account was reopened, I knew I was making the biggest mistake.

I knew I couldn't go back.

And here I am again, twelve days after this reopening, back in hell.

I gave up everything I had, I blame myself, I'm sad, I hate myself.

Since June 13, 2025, I have deposited €13,000 — without ever winning.

I feel abused, ripped off, robbed. It's an assault.

How could my account have been reopened three times so easily?

Without question, without verification, without any concern?

This is unacceptable.

These people can destroy someone's life without ever being questioned.

Addiction is a disease. And don't tell me they don't know it.

Today I feel ready to start a war if necessary.

Trials, media, public testimony: I am determined.

Bonjour à tous,

Je vous écris aujourd’hui car je suis dans un profond désespoir. Cette situation n’est plus vivable pour moi, et si je ne mets pas un terme à tout cela, je ne pourrai plus m’en sortir.

J’ai ouvert un compte sur Casino Extra en 2019, et depuis, je suis descendue en enfer. Je pouvais déposer jusqu’à 7 000 € par jour et jouer plus de 15 heures d’affilée, pendant plusieurs jours — sans que personne ne s’en inquiète jamais.

Des milliers de dép?ts, les économies d’une vie y sont passées. Plus je déposais, moins je gagnais. à un moment, je me suis même dit que le casino était truqué : je pouvais déposer 6 000 ou 7 000 € dans une seule soirée, sans aucun gain. Rien.

Je souffre d’une grave dépendance au jeu, et je me fais aider.

Un jour, en 2023, juste après une perte énorme, j’ai pris mon courage à deux mains et j’ai demandé la fermeture de mon compte via le chat du casino. On m’a dit que ma demande allait être transmise au service concerné. J’ai insisté, expliquant que j’avais peur de continuer à déposer, et j’ai réclamé une fermeture immédiate. On m’a assuré que je recevrais une réponse dans les 48 heures.

Mais les jours passent. Rien. Pas de réponse.

J’envoie des e-mails — toujours sans réponse. Les jours deviennent des semaines, puis des mois. Toujours pas de fermeture.

à la place, quelques jours plus tard, je re?ois un bonus, comme si on cherchait à me faire oublier ma demande.

S’en sont suivies une vingtaine de demandes de fermeture, toutes ignorées.

J’ai même fini par envoyer un courrier de mise en demeure, dans lequel je mena?ais de porter plainte pour abus de confiance et non-assistance à personne en danger.

Je suppliais qu’on ferme mon compte, et j’insistais pour qu’il le soit définitivement, sans aucune possibilité de réouverture, même en cas de craquage. J’ai répété des dizaines de fois que je voulais une fermeture irréversible.

Mais en attendant, je continuais à sombrer, déposant des milliers d’euros par jour.

Finalement, après chantage et menaces, mon compte a été fermé une première fois en mars 2024.

Je croyais que c’était enfin terminé. Je me sentais soulagée.

Mais quelques mois plus tard, la tentation devient trop forte.

Je me dis que, de toute fa?on, le compte est censé être définitivement fermé, donc je teste avec un simple mail :

? Puis-je rouvrir mon compte ? ?

Quelques minutes plus tard, je re?ois une réponse :

? Oui, et vous recevrez un joli cadeau (bonus) à la réouverture. ?

Quelques instants plus tard, je suis de retour sur le site. Je vide mon compte bancaire.

Je n’en reviens pas.

Les semaines passent. Je perds. Je perds tous les jours.

Je vis un enfer.

J’envoie des mails pour dire que je n’en peux plus, que je suis à bout. Je ne me reconnais même plus. Je deviens malpolie, agressive, désespérée.

Je recommence à demander la fermeture du compte, d’abord par le chat, puis par e-mail. Aucune réponse.

On me donne encore quelques bonus pour me calmer.

Quand la situation devient ingérable, on me dit que je vais bient?t changer de statut VIP, et qu’avec ce nouveau statut, j’aurai de gros avantages. On me demande d’être patiente : quelques jours, puis quelques semaines.

Finalement, j’obtiens ce nouveau statut.

Mais rien ne change. Je perds encore, énormément, trop.

Je les supplie de fermer le compte.

Toujours rien.

Ultime espoir : j’envoie un nouveau courrier de mise en demeure, avec menaces à l’appui.

Même après cela, il faudra encore plus de huit jours pour que mon compte soit enfin fermé.

Je suis triste, car je sais maintenant que je n’ai plus aucun espoir de ? me refaire ?. Mais je sais aussi que c’était la meilleure décision.

On me promet que, cette fois, je ne pourrai plus jamais rouvrir mon compte.

Nous sommes le 11 février 2025.

Ouf, je respire.

Mais… le 13 juin 2025, jour de mon anniversaire, je re?ois un e-mail de leur part :

Un message de joyeux anniversaire, accompagné d’un ? cadeau ?.

Il suffisait de répondre ? j’accepte ? pour que mon compte soit immédiatement rouvert.

Je me suis dit : ? Je vais juste prendre le cadeau, et ensuite je refermerai le compte. ?

Mais dès l’instant où ce compte a été rouvert, j’ai su que je faisais la plus grosse erreur.

Je savais que je ne pourrais plus revenir en arrière.

Et me revoilà, douze jours après cette réouverture, de nouveau en enfer.

J’ai déposé tout ce que j’avais, je m’en veux, je suis triste, je me déteste.

Depuis le 13 juin 2025, j’ai déposé 13 000 € — sans jamais gagner.

Je me sens abusée, arnaquée, volée. C’est une agression.

Comment mon compte a-t-il pu être réouvert trois fois aussi facilement ?

Sans question, sans vérification, sans aucune inquiétude ?

C’est inacceptable.

Ces gens-là peuvent détruire la vie de quelqu’un sans jamais être inquiétés.

L’addiction est une maladie. Et qu’on ne vienne pas me dire qu’ils l’ignorent.

Aujourd’hui, je me sens prête à entamer une guerre s’il le faut.

Procès, médias, témoignage public : je suis déterminée.

Dear Sabrinadebb,

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

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.

Dear Veronika,

Thank you for your reply.

First of all, I want to clarify that I was never informed of this distinction. I was completely unaware that there was a difference between "self-exclusion" and "permanent closure." I thought that self-expulsion could be fixed in time and reversible. However, in my case, I clearly requested permanent closure of the account, and I insisted on this. In fact, I was explicitly asked: "Are you sure you want to permanently close your account?", to which I answered unequivocally yes.

Regarding proof of this request, I am unfortunately unable to provide it myself: I no longer have the email exchanges, which I deleted, and I have not kept the chat conversations. Your services hold the history of these exchanges.

It therefore seems to me completely abnormal and unfair that after having sent a formal notice dated February 11, 2025, someone came back to me on June 13 to try to get me to reopen this account - even though a clear, firm, and definitive request had been made, and even begged.

A few days ago, I returned to the chat to ask if a record of our conversations was being kept. The agent confirmed that all conversations had indeed been archived from the beginning. So I requested a copy, but he replied that this had never been requested before and that I should contact the VIP team. I never received this copy.

When I returned a few days later to repeat my request, another agent told me this time that this information was not available. There is therefore clearly a transparency problem, or even a concealment of evidence. I have the legitimate right to access my personal data, including the history of our exchanges, if these are indeed retained.

Thank you in advance for your understanding and diligence in processing my request.

Chère Véronika,

Merci pour votre réponse.

Tout d’abord, je tiens à préciser que je n’ai jamais été informée de cette distinction. J’ignorais totalement qu’il existait une différence entre "auto-exclusion" et "fermeture définitive". Je pensais justement qu’une auto-expulsion pouvait être déterminée dans le temps et réversible. Or, dans mon cas, j’ai clairement demandé une fermeture définitive du compte, et j’ai bien insisté à ce sujet. D’ailleurs, on m’a explicitement demandé : ? êtes-vous s?re de vouloir fermer définitivement votre compte ? ?, ce à quoi j’ai répondu oui, sans équivoque.

Concernant la preuve de cette demande, je suis malheureusement dans l’impossibilité de la fournir moi-même : je n’ai plus les échanges par mail, que j’ai supprimés, et je n’ai pas conservé les conversations du chat. Ce sont vos services qui détiennent l’historique de ces échanges.

Il me para?t donc totalement anormal et injuste qu’après avoir envoyé un courrier de mise en demeure en date du 11 février 2025, on revienne vers moi le 13 juin pour tenter de me faire rouvrir ce compte — alors même qu’une demande claire, ferme, et définitive avait été faite, et même suppliée.

Il y a quelques jours, je suis retournée sur le chat pour demander si une trace de nos conversations était conservée. L’agent m’a confirmé que toutes les conversations étaient bien archivées depuis le début. J’ai donc demandé une copie, mais il m’a répondu que cela n’avait jamais été demandé auparavant, et que je devais m’adresser à l’équipe VIP. Je n’ai jamais re?u cette copie.

Lorsque je suis revenue quelques jours plus tard pour réitérer ma demande, un autre agent m’a cette fois répondu que cette information n’était pas disponible. Il y a donc clairement un problème de transparence, voire une dissimulation de preuve. J’ai le droit légitime d’accéder à mes données personnelles, y compris l’historique de nos échanges, si ceux-ci sont bel et bien conservés.

Je vous remercie par avance pour votre compréhension et votre diligence dans le traitement de ma demande

Thank you for your reply. Unfortunately, without any evidence showing that you explicitly stated you were addicted to gambling and requested the permanent closure of your account due to this reason, we are unable to assist you in requesting a refund of your lost deposits from the casino.

Please note that our complaint resolution process is largely based on the evidence we receive from the player. It is not the casino’s responsibility to store all past communications. If an issue arises, we need enough evidence from your side that we can present to the casino when asking for an explanation, assistance, or correction of a potential mistake. Without this, the casino can simply dismiss your claims and deny that such a request was ever made.

If you do not have any chat transcripts, screenshots, or emails proving that you previously requested self-exclusion due to gambling addiction, we will not be able to proceed further with your complaint.

The best we can offer in this case is to provide you with a template for a proper self-exclusion request to ensure your account is permanently closed and not reopened by the casino in the future.

Good morning,

Thank you for your reply.

I understand that you are referring to the need to provide evidence. However, it seems that my word alone is not considered sufficient, which I deeply regret.

I want you to understand that the situation is much more serious than a simple request to close my account. For over three years, I have been the victim of manipulation and abuse at the hands of this casino. They use every possible tactic to keep me in a destructive system, ignoring my many legitimate requests—requests that fall under my fundamental rights as a player.

When I request the permanent closure of my account, without the possibility of reopening it, it is a right that I am demanding – and this right should be granted to me, without conditions.

Today, I no longer simply want self-exclusion: I want this casino to be held accountable for its actions. It is not above the law.

Moreover, according to the 2019 Swiss Gambling Act, this casino shouldn't even be licensed to operate in Switzerland. In February, I was assured that my account would be permanently closed, with no possibility of reopening. However, that's not what happened.

I've made over 50 requests to close my account over the course of several months—without success. Just recently, it's been over a week since I repeated this request, and I'm still not being taken seriously.

I am writing to you today because I am helpless. I don't know where to turn. I am asking you to help me:

1. Can you help me recover my trades with this casino?

2. If there is nothing further you can do at this stage, can you tell me the procedure for filing a formal complaint, including a criminal complaint for breach of trust?

Bonjour,

Merci pour votre réponse.

Je comprends que vous évoquez la nécessité de fournir des preuves. Cependant, il semble que ma parole seule ne soit pas considérée comme suffisante, ce que je regrette profondément.

Je tiens à vous faire comprendre que la situation est bien plus grave qu’une simple demande de fermeture de compte. Depuis plus de trois ans, je suis victime de manipulations et d’abus de la part de ce casino. Ils utilisent tous les stratagèmes possibles pour me maintenir dans un système destructeur, en ignorant mes nombreuses requêtes légitimes – des demandes qui relèvent de mes droits fondamentaux en tant que joueur.

Lorsque je demande la fermeture définitive de mon compte, sans possibilité de réouverture, c’est un droit que je réclame – et ce droit devrait m’être accordé, sans conditions.

Aujourd’hui, je ne souhaite plus simplement une auto-exclusion : je veux que ce casino soit tenu responsable de ses actes. Il n’est pas au-dessus des lois.

D’ailleurs, selon la loi suisse sur les jeux d’argent de 2019, ce casino ne devrait même pas être autorisé à opérer en Suisse. En février, on m’a assuré que mon compte serait fermé définitivement, sans aucune possibilité de réouverture. Pourtant, ce n’est pas ce qui s’est passé.

J’ai formulé plus de 50 demandes de fermeture de compte sur plusieurs mois – sans succès. Encore récemment, cela fait plus d’une semaine que j’ai renouvelé cette demande, et je ne suis toujours pas pris au sérieux.

Je vous écris aujourd’hui car je suis démuni. Je ne sais plus vers qui me tourner. Je vous demande de m’aider :

1. Pouvez-vous m’aider à récupérer mes échanges avec ce casino ?

2. Si vous ne pouvez rien faire de plus à ce stade, pouvez-vous m’indiquer la procédure pour déposer une plainte officielle, notamment une plainte pénale pour abus de confiance ?

I have emailed you a copy of the letter I sent to Casino Extra's legal department, dated February 3. This document clearly states my request for permanent account closure and my dependency status.

Je vous ai envoyé par e-mail la copie du courrier que j’ai adressé au service juridique de Casino Extra, en date du 3 février. Ce document fait clairement état de ma demande de fermeture définitive de compte ainsi que de ma situation de dépendance.

Thank you for your detailed follow-up and for sharing the letter you sent to the casino’s legal department. We truly understand how distressing this situation must be for you, and we’re very sorry to hear about the impact this has had on your well-being.

At www.kpvfaw.com, we take gambling addiction and player protection very seriously. However, as a complaint resolution platform, we are only able to intervene if we have solid evidence that a casino failed to act on a clear and verifiable request for self-exclusion based on gambling addiction.

Unfortunately, we still haven't received any direct evidence—such as screenshots or chat/email transcripts—from the time of your earlier account closure requests that would clearly show that you informed the casino about your gambling addiction and asked for permanent self-exclusion on those grounds. Without this, we cannot move forward with your complaint or formally challenge the casino’s conduct. Casinos are expected to act responsibly when a self-exclusion request is properly submitted and documented. Still, if they do not receive such a request in an unambiguous and provable form, they are not necessarily obligated to prevent a player from returning.

We are also not in a position to retrieve or access your communication history with the casino. Casinos are not obligated to keep all the conversations with their players, and we are unable to investigate whether they have or don't have your chats or emails.

As for legal action, we are not able to assist with filing criminal complaints, but you may wish to consult a local consumer protection organization or legal expert regarding possible next steps.

We wish you strength in your recovery and hope you receive the support you need.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

www.kpvfaw.com Team

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.