On June 10, 2025, I requested a withdrawal of 300 euros. I was told that I would be paid in 3 business days. The 3 days have already passed and the withdrawal appears under review. I have spoken to casino agents and no one can give me exact information. Just patience and that it takes time. No one tells me why they have not met the 3-day deadline, no one tells me how long it may take. I understand that this happens often and people are waiting days, weeks, months and the casino does not give any explanation. They only ask for patience but no one says until when. Please, I beg you to help me! Thank you!

Dear Valentina00,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I'm sorry, but if that's the case, it should be stated on the casino's website so users know. If they set a deadline, it must be met, which is why it's stated. So they should state that it can take 14 days, and each user decides whether to wait that long or not. No website can set deadlines and not meet them, and then say it will take 14 days, or 1 month... who knows? For example, if you buy something from an online store and have 3 days to receive your order, we know that this has consequences. Any policy on each website must be followed, whether it's a withdrawal policy, a sale policy, or anything else. The policy of each site is to give confidence to users and customers, not to misinform.

I've also played at other casinos and never had any problems. They've all delivered. And from the reviews, I see that there are many people in the same situation, with very bad reviews about withdrawals. I'm not the only one. You should lower the casino's level with so many complaints.

Dear Valentina00,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

www.kpvfaw.com