Hi!

I tried to make a withdrawal more than a week ago on Tuesday, but I haven't succeeded. I did the only possible step of the KYC process on the page (driver's license photo) and when I asked about LiveChat, I got the answer that it is worth sending a few documents by mail for the KYC process. (payment method, address, driver's license.. i.e. normal stuff). After that, several days later I received an email from the Finance Department that I wanted the back of the credit card photo as well. I submitted it as well, and again a couple of days later I received a request to submit a photo of the back of the driver's license. I also sent it already on Monday, but I haven't received a reply to any emails since then. The 48h promised on the page is nowhere near the truth.

Can you help me get my discharge?

Dear Ostobonari,

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

Hey!

so is it the case that at this point there really is nothing to do but wait? I don't get answers to any of my emails, so I don't even know if my account has finally been confirmed or if they can think of another document that I could request. Next Tuesday it will be two weeks since I made the withdrawal request, so I guess I'll wait for that?

Thank you for your help in advance.

Dear Ostobonari,

Have you received your withdrawal from the casino yet?

Hey!

I haven't received it, even though I've put many miles on it. The only one I get answers from is [email protected], but even there they say that the finance department is a separate domain, and ask them to consider my situation as soon as possible. I haven't received any answers from [email protected] for more than a week, but the last time I heard from them was when they asked for the back of my driver's license photo as part of the KYC process. I sent it right away, but it's been over a week again without hearing anything from them.

Any ideas on how to get things going?

Thank you!

Hey.

Have you been contacted by the casino's representatives? Is there any additional information?

I also tried to investigate it myself. The casino is run by Versus Odds BV, which has operations in several casinos. Would it be worth it for me to contact them directly, and if so, how?

I'm ready to file a complaint with the license issuer as well, or whatever it takes if I have to.

Should I try to promote my cause also through the forums favored by other players?

Thanks for the answer!

Thank you for your reply, Ostobonari. Have you made any successful withdrawals before? Do I understand correctly that you provided all the required documents, but your account has not bee verified yet?

Have you accumulated your winnings with or without an active bonus?

Hey!

This is my first discharge.

And yes, I submitted all the necessary documents the same day I did the repatriation, and after that I was also asked for a photo of the back of the credit card and the back of the driver's license. And I already delivered these about 2 weeks ago.

So you might think that the account has been confirmed, but they don't even respond to that from the finance department. So I don't know if it's confirmed or not. It's been three weeks since the withdrawal request, and I submitted the last documents two weeks ago. Since then, I haven't received a reply from the finance department at all, even though I've sent many emails. The support department just tells me that they can't comment on financial matters, and I should just wait.

I have not used any bonuses, but only played with my direct deposits. So it's not a problem.

How should we proceed now?

I'm really, really, really frustrated with this and I'm willing to contact multiple places to get this resolved.

Versus Odds BV?

Curacao licensor?

Just for everyone, or even for everyone.

Thank you.

Hi again.

I contacted them once again, and said that I would file a complaint with the licensing authorities and Versus Odds BD, and unexpectedly after a few hours I received a message saying that the money has been transferred.

and I just checked from the bank account and the entire amount had indeed arrived.

So for me, the matter is resolved and I got my money.

thank you.

Dear Ostobonari,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com