I played on electric wins website, I won ￡1000 and wanted to withdraw my money, when I tried to apply my money disappear from my account showing ￡000.

I did not play with their bonuses/promotions/wager/free spins etc, I played with my own money.

I have send 5 emails but no response from them, also their "chat bot"

does not answer my questions.

I want my winnings…

Dear zeldagreener,  

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

• Could you please advise if you played only slots or also other genres (live casino, bets on sports)?  
• Were you requested to verify your account?   
• Have you tried to connect live chat support? 

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,

Natalia

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.

Thank you for your reply, I hope you could help me getting money that I have won.

I never excepted any promotion/wager/bonus/free spins I played with my own money.

when I wanted to withdraw my winnings ￡1000 it just disappeared and my account showed ￡000.

I have tried to contact chat they let me wait for nearly a hour then a message chat ended…

I also send messages with no response. I have emailed Electric wins many times with no response from them.

please help me get my money back.

kind regards

Zelda ****

Thank you very much, zeldagreener, for your cooperation. I will now transfer your complaint to my colleague Matej ([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.

Hello zeldagreener, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. However, with the casino having two fake licenses and safety rating of plain zero, I would not hold my breath. Still, we'll give it our best shot.

I’d like to invite a representative of Electric Wins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

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.

Dear zeldagreener, unfortunately, seems like the casino is completely ignoring the mediation attempts. I have tried to contact them, but had no success and every message came back as undelivered. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Sadly, this casino has no license and no chosen mediator for resolution of complaints like this, so I can't even recommend any further steps. I am truly sorry I could not be of more help on this occasion.

Best regards,

Matej