I have a problem with the withdrawal, I received a no deposit bonus of 25 free spins, I successfully completed and paid out after making a deposit the maximum amount of 177.9trx, after withdrawing the money and deleting the bonus, I made a deposit, after which I started playing with real money without any bonus, I had a win of 2000trx and when I requested a withdrawal, they refused me, explaining that I still have a bonus... that is impossible because I have already withdrawn the maximum amount.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify whether the casino is asking you to complete any additional wagering requirements related to the bonus, or if they are limiting (capping) your winnings based on the bonus terms?

Also, please request your game history in Excel format directly from the casino. Once you receive it, kindly forward it to us via email so we can properly review the case.

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Important Notice: www.kpvfaw.com will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from www.kpvfaw.com and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

No, the casino doesn't require kyc verification, I requested game history but they told me it would take a month or two.