K?ra BasRutten,
Tack f?r ditt svar och f?r att du bekr?ftade tidslinjen och ditt sista ins?ttningsdatum.
Vi f?rst?r hur allvarlig och uppr?rande den h?r situationen m?ste k?nnas, s?rskilt med tanke p? dina upprepade f?rs?k att st?nga kontot. Vi f?rst?r ocks? din oro ?ver hur casinot hanterade dina tidigare f?rfr?gningar.
Efter en grundlig granskning av kommunikationstidslinjen och all tillg?nglig bevisning m?ste vi dock respektfullt avsluta ditt klagom?l som ober?ttigat . ?ven om du vid flera tillf?llen bad om att st?nga ditt konto, intr?ffade det f?rsta verifierbara fallet d?r du uttryckligen n?mnde ett spelproblem – vilket ?r en n?dv?ndig utl?sande faktor f?r skyldigheter g?llande ansvarsfullt spelande – den 26 maj 2025. Kasinot st?ngde sedan ditt konto redan n?sta dag.
?ven om du uppger att du h?nvisade till spelberoende tidigare i chattkonversationer, har tyv?rr ingen inspelning eller sk?rmdump tillhandah?llits som st?der detta, och de meddelanden du delade fr?n mars och april inneh?ller inget omn?mnande av beroende eller relaterade problem. Utan s?dana bevis kan vi inte rimligen h?vda att casinot br?t mot sina skyldigheter g?llande ansvarsfullt spelande.
Det ?r ocks? viktigt att f?rtydliga att det, baserat p? tidslinjen, verkar som att ditt konto inte st?ngdes enbart p? grund av klagom?let som l?mnades in h?r, utan snarare f?r att du slutligen uttryckligen uppgav att du upplevde ett spelproblem. N?r det g?ller ansvarsfullt spelande ?r formuleringen och tydligheten i beg?ran absolut avg?rande.
Vi beklagar verkligen att vi inte kan hj?lpa dig ytterligare i den h?r fr?gan.
Tack f?r er f?rst?else, och vi ?nskar er all lycka fram?ver.
Med v?nliga h?lsningar,
Petronela
www.kpvfaw.coms klagom?lsteam
Dear BasRutten,
Thank you for your response and for confirming the timeline and your last deposit date.
We understand how serious and upsetting this situation must feel, especially given your repeated attempts to close the account. We also recognize your concern about the way the casino handled your earlier requests.
However, after a thorough review of the communication timeline and all available evidence, we must respectfully close your complaint as unjustified. While you did ask to close your account on multiple occasions, the first verifiable instance in which you explicitly mentioned a gambling problem — which is a necessary trigger for responsible gambling obligations — occurred on 26.05.2025. The casino then closed your account the very next day.
Although you state that you referred to gambling addiction earlier in chat conversations, unfortunately no record or screenshot has been provided to support this, and the messages you shared from March and April do not include any mention of addiction or related issues. Without such evidence, we cannot reasonably argue that the casino violated its responsible gambling duties.
It's also important to clarify that, based on the timeline, it appears your account was not closed simply because of the complaint submitted here, but rather because you finally explicitly stated that you were experiencing a gambling problem. In matters of responsible gambling, the wording and clarity of the request are absolutely crucial.
We sincerely regret that we cannot assist you further in this matter.
Thank you for your understanding, and we wish you all the best moving forward.
Kind regards,
Petronela
www.kpvfaw.com Complaints Team
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