Good morning. I hope you are well. I have made a withdrawal request on 9/4/2025 at the casino and while my account has been fully verified long before my request, the withdrawal has not been completed to date 10 days after my request. In all the contacts I have with the casino, they keep telling me that they will notify the relevant department to expedite the completion of the withdrawal. I think the delay is intentional so that they can keep my money.

Dear blaugrana,

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.

Good evening. The account has been fully verified according to the casino. They rejected my first withdrawal on 17/4/2025. I had made it on 9/4/2025 and I ask them to tell me the reason. I send 3 emails to the support department, they do not tell me the reason for the rejections, and they do not tell me from the livechat, they only tell me to send an email to the support department to tell me from there. As I said, I have sent 3 and have not received a response. I requested the withdrawal again on 17/4/2025. Until now, 20/4/2025, it has not been completed nor have I received any response because the first one was rejected. Their attitude is very suspicious and shows that they want to keep the money. I am also sending the screenshots. Thank you, I await your intervention.

The verification of my account by the casino

Dear blaugrana,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning. I hope you are well too. No, nothing has changed, the withdrawal is still pending, even though yesterday they told me via livechat that they would process it and send it.

complete. If you can, please intervene to help complete it. Thank you

Good morning. I hope you are well. It has been 10 days since my second withdrawal request and it is still pending. From the livechat they keep telling me the same thing that they will inform the financial department to expedite its completion and from the emails I send they do not answer me. In these I write to them and why my first request was rejected which was also another 10 days pending and as I said above they do not answer me. Please if you can make an intervention in their casino to help complete my withdrawal because it is obvious from their attitude that they want to steal it. Thank you have a good weekend

Good morning. I hope you are all well at guru. Regarding my withdrawal problem, it has not been resolved. 25 days since the first withdrawal request I made and to this day I have not received the money from the casino. I have made 7-8 requests, all of which are rejected with the excuse of a technical problem and with the provider when processing my withdrawal. All requests are with the bank account method. I have made requests to 2 different banks and they have rejected them as I said all. The other withdrawal methods they have are crypto, I asked to make a bitcoin withdrawal, maybe it will be done from there, but they want me to make a deposit first and play it 3 times. I asked them to disable the option so that I can make an alternative withdrawal with bitcoin since they have a problem with the bank deposit and they are not doing it. This is suspicious because they show that they do not want me to make the withdrawal and I do not think the problem they are citing is that it is true. they simply reject my requests, they buy me time to get bored and give up or to gamble the amount and lose it. 25 days and they cannot solve the problem (if there is one) and they do not make it easier for me to do it with the bitcoin method. Please, tomorrow when the countdown ends, if you can intervene and help complete my withdrawal. I have also made other complaints. Thank you.

All my requests that were rejected 25 days ago. If you give me an email I will send you several conversations that I have from livechat with them.

Thank you blaugrana for all the information provided so far. I will now forward your complaint to my colleague Martin ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good morning. Please intervene immediately at the casino to help complete my withdrawal before the 6 days of the countdown. It's been 1 month since the first withdrawal request I made and I haven't received the money from the casino. They are making fun of me, they are finding different excuses and they are not completing it because they want to steal it. Thank you.

Hello blaugrana,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Ok, thank you very much for your interest, I'll wait to hear what they say. If there is any change, I'll let you know.

Dear All!

We fully understand your concerns regarding the delay in the processing of your withdrawal request submitted on April 9, 2025. Please allow us to clarify the situation.

Your withdrawal was cancelled due to an issue with the beneficiary name provided in the payment details. Specifically, our Payment Service Provider flagged the transaction because the name submitted was either incomplete or incorrect. In accordance with strict regulatory and compliance requirements, such discrepancies cannot be accepted, as they may interfere with Sanctions and Regulatory screening procedures.

We have communicated this matter previously and kindly reminded you to ensure that the beneficiary details provided include at least a full first and last name, correctly spelled and separated by a space, as registered with your bank.

Please be assured that there is no intention to delay the processing of your withdrawal. Our aim is to ensure that all payments are processed securely and in full compliance with financial regulations. Once the correct beneficiary details are submitted, your withdrawal request can be promptly reprocessed.

Should you need any assistance updating your details or resubmitting your request, our support team remains available to assist you.

Thank you for your understanding and cooperation.

Best Regards,

BookOfBet Team

Good evening, since April 9th, when you have rejected all these withdrawals, you have generally told me that it was due to a technical problem. Except for 2 as you can see in the screenshots where where it says rejected there is a circle and explains the reason. Once because you told me to change bank and Iban and when I did it with a withdrawal request you had a problem with this Iban and the other yesterday where you told me about the missing information and that I need to put my name and surname in my withdrawal request. And I did this yesterday where my withdrawal is pending. From April 9th ??until yesterday, April 29th, for 20 days you have generally told me about a technical problem and that only from the livechat because you did not respond to the emails I sent you. That is, for 20 days you have been rejecting my withdrawals and saying the same thing except yesterday. So, I did what you told me to put my name on my withdrawal request and I've been waiting since yesterday for you to complete it and for me to receive my money.

Good evening. You still haven't completed my last withdrawal, which I entered my full name in, despite the intervention from casinoguru and your email yesterday that I am sending a screenshot that says that my withdrawal will be completed within 24 hours at the latest. From my request on 29/4 to today 1/5, 48 hours have passed. Complete my withdrawal, and almost 1 month has passed since my first request.

Dear parties,

thank you both for updating us on the matter.

Dear Casino representative,

can you confirm whether everything is in order now? Is there a particular timeframe in which blaugrana's withdrawal might be processed?

Good evening. I hope you are well. They rejected my withdrawal again after 1 week in arrears even though I put my full name in it as they told me to do because it was the reason they had rejected my previous one. This time it doesn't say the reason and they didn't tell me it through livechat. They actually told me to try again. I've been trying for 1 month. And I've told them to use another method to withdraw with bitcoin and they don't remove the option to deposit first so I can withdraw without depositing first. This shows that they have no problem with the bank account method, they just want to steal my withdrawal. Thieves and scammers.

The last rejection they made without giving any specific reason like the previous one which was an exception to the rule of giving any specific reason to their many rejections. Thieves and scammers. Please help.

Hello blaugrana,

I am sorry the process has been delayed again. I fully understand your frustration, but all we can do now is wait for the casino representative to give us a response.

Ok, thanks for your interest.

I will wait.

Good evening. I received my money a while ago. Thank you for your interest and your immediate intervention that helped complete my withdrawal. You can close the complaint. Thank you again and have a good time.

Dear blaugrana,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Book of Bet Casino for their response. 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, 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, 

Martin

www.kpvfaw.com