The player from Germany has been attempting to withdraw funds for several months but faces repeated requests for KYC documents, even after receiving confirmation of full verification. Currently, he is required to take a selfie for an unfamiliar casino, which support admits is a mistake, yet his withdrawals remain blocked.
Cusco Casino - Player's withdrawal is delayed due to account verification issues.
Cusco Casino
Safety Index:Below averageSafety Index
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5.1
Cusco Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
4d 2h 48m 47s
Case summary
3 days ago
Public
Advanced Novice
Public
3 weeks ago
Translation
I've been trying to withdraw for several months now. They kept requesting more KYC documents, all of which I sent. Support confirmed that my account was finally fully verified. However, they then asked me to log into a completely unfamiliar casino and take a selfie. I asked what that was all about, as I don't know the casino, and support said it must be a mistake on their part. However, withdrawals have been blocked for me ever since, and my casino account is demanding that I upload the selfie. Nothing is really happening, and I need your help.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the long delays with your withdrawal and the confusing verification requests.
To help us understand the situation better, could you please answer a few questions:
- When did you first request the withdrawal?
- Could you specify which KYC documents you have already submitted and when your account was confirmed as fully verified?
- Can you share the name of the unfamiliar casino you were asked to log into for the selfie?
- Have you received any written explanation for this unusual step, or any update from the casino’s support since they admitted it was a mistake?
If you have any screenshots of your communication with the casino or the selfie request page, please feel free to forward them to me at [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
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 email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Sensitive attachment
Advanced Novice
Sensitive attachment
3 weeks ago
Translation
Dear Petronela,
I first requested a withdrawal on March 26. I had to provide the following documents: photo of ID, selfie with ID, Jeton eWallet confirmation, bank statement, selfie with paper and specific text, screenshot of the deposit, another selfie with paper and specific text, driver's license photo, another bank statement, and selfie with ID against the website background. All of these documents were accepted. However, the process was very stressful, as the casino always had little things to complain about. I've probably taken over 50 selfies by now.
The name of the unknown casino is "Surfplay Casino".
I'm attaching a screenshot of the email in which this was discussed. I'm also sending you the email correspondence. However, there are over 100 emails. I don't think it's worth reading through them all. I've also frequently communicated via live chat, but I don't have any screenshots.
Edited
Automatic translation:
Public
Head of Complaint Resolution Center
Public
2 weeks ago
Thank you very much, lolzgamer12099, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear lolzgamer12099,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Cusco Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Thank you Cusco Team for the update! Please keep us informed when the review is over.
Dear lolzgamer, please should you have any new information, let us know.
Public
Advanced Novice
Public
1 week ago
Translation
Hello Martina,
I've been waiting for weeks now. The casino told me I'm fully verified. I'd prefer the timer be set for the casino and not for me. After all, we're all waiting for Cusco, not me.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Sure!
Cusco Casino, please inform us, when the review is done and withdrawals are complete.
Thank you very much!
Public
Casino Analyst & Complaint Specialist
Public
3 days ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Casino Guru is examining the case
Martina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
