? 1-Star Review – 

Aztec Paradise Casino

I deposited money and played using their welcome bonus. After meeting the requirements, I tried to withdraw over ￡3,400, but they’re refusing to release the funds.

I uploaded all the required documents for verification over a week ago, and since then, I’ve received no proper response. Support keeps giving vague answers or doesn’t reply at all.

At this point, it feels like a scam. I’m now contacting my bank to try to recover the money and have reported the issue to Curacao eGaming.

Avoid this site if you’re expecting fair treatment or access to your winnings.

Dear George.m.m,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with AztecParadise Casino. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 
• Could you please provide the exact date of your initial verification request?

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,

Katarina

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.

Dear Katarina,

Thank you for your response and for looking into my issue.

I have submitted the following documents for the KYC verification at Aztec Paradise Casino:

A copy of my government-issued ID

Bank statements from both Revolut and Barclays, which serve as proof of address

A screenshot of my Revolut account showing the transaction details

I submitted my initial verification request on 30/05, but for some reason on their website showing different dates.

I noticed when I send and email to verification team they also updated the date when I upload the documents. Clearly saying on they website that it takes up to five working days to be verified. They don’t have any other for of communication apart from live chat, I emailed at both "available complain email" but they don’t exist.

All documents were provided in the correct format and as requested by the casino. Despite this, my account has still not been verified, and I have not been able to withdraw my funds.

Please let me know if you need any further information. I appreciate your support in resolving this matter.

Dear George.m.m,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hi Katarina,

Thank you for reaching back

I will email you all screenshots and and emails that I have.

Dear George.m.m,

thank you for your reply.

I have received your email and followed up with a response.

Best regards,

Katarina

Dear George.m.m,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.