Good morning,

Over the past few months, I've managed to win around 2,700 euros at this casino, but I'm still unable to withdraw my funds due to their verification process. They drag it out endlessly and unjustifiably to try to avoid paying you. I've been trying to do this for almost two months, and it's still not working.

I describe the situation:

At first, they asked me for the usual documents: a photo ID, a selfie, proof of address, a photo of a credit card... so far, so good. I passed them without any problems. Now, I request a withdrawal and it's rejected. The reason? They want proof of funds. I sent at least 5-6 proofs over the course of a month. They were all rejected. I was desperate, but finally, after a lot of struggle, the document was approved and my account fully verified (as I was notified by email).

At this point, I thought I'd finally be able to collect my money, but I was foolish. The next day, I requested a withdrawal, and for the umpteenth time, they asked me for a new document: a bank statement (which, by the way, I'd already sent previously). However, I sent the statement from the account I used at the casino again. It was rejected. The reason? They also wanted the statement from another account of mine (never used at the casino), and I also wanted to justify why I made a 50,000 euro transfer to a German bank (I used it as proof of funds).

I find it unjustifiable that I have to answer for what I do or where I invest my money, when it has nothing to do with the Casino.

I agreed, though. I explained that the money was an investment in a German bank earning 4% interest, and I also provided them with the statement from the other bank account, with all the information they requested.

What was my surprise this morning? I was rejected. The most shocking thing is that I went into their chat to ask, and the person I spoke to told me they couldn't find any justification for the rejection. Incredible!

I hope CasinoGuru can help me because this clearly shows that they are avoiding paying me at all costs.

I attach all the screenshots that may help in the case.

Thank you so much!

Dear Jabixo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please provide the exact date of your initial verification request?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning Katarina,

Verification began on May 3rd. In fact, my account was verified for the first time on that date, but over the past month and a half, they've continued to request countless documents, and I've had to verify it "extra" two more times.

No, I never used bonds.

I'm sending you all the documentation I have right now.

PS: I'd like to add that they've reverified my account (I'll send you screenshots), but they're still rejecting my withdrawals because, according to them, "they're analyzing my account." After a month and a half of sending all kinds of documents, three successful verifications, they're still "analyzing."

And by the way, they spent the entire process asking me questions about my private work, other bank accounts of mine (different from the one used at BDMbet), or investments I made with my money, when this is something that has no relation to the Casino and violates my data protection.

Greetings and thanks

Thank you very much, Jabixo, for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Jabixo,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BDM Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BDM Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jabixo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi