Dear djhrocking,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betstarexchange Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you attempted to contact casino support regarding the issue? What response have you received?
• Were you asked to submit any documents for verification of your account?
• Could you please share with me 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)-live games ( roulett & black jack)

Did you achieve your current balance with the help of a bonus? no

Have you attempted to contact casino support regarding the issue? What response have you received? yes I called the customer care numerous times but standard reply that you account is under verification

Were you asked to submit any documents for verification of your account? nope

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here- I am sending you screenshot on email

pls reply, I am waiting and scared

Dear player,

Thanks for your reply and the submitted 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.

I urge you not to reply to imposters posing as www.kpvfaw.com representatives.

• Have you received any updates from the casino regarding the investigation of your account since your last post?

no, I have not rcvd any response from casino guru

pls help me, I am scared

I apologize for any misunderstanding.

• Have you received any updates from Betstarexchange Casino regarding the investigation of your account?
• Have you contacted support on the casino's website? Could you please send your recent communication with the support of Betstarexchange Casino to me? My email at [email protected]

Looking forward to your reply.

Thank you very much, djhrocking, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Betstarexchange Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello djhrocking,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino team to shed more light on this matter.

We would like to invite Betstarexchange Casino to join the conversation.

Dear Betstarexchange Casino,

Can you please clarify why the player's account was closed and the withdrawal not processed without any reasonable explanation? Can you please provide us with a timeframe for when the player's account verification will be finished? If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me at [email protected]

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 djhrocking,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru