Hello.

I deposited 200 euros (rapid bank transfer) 4 days ago. They've been deducted from my bank, but they don't appear in the casino account. (I want to inform you that this is an immediate deposit.)

When contacting live chat, they always say the same things: "please be patient," "we’re still waiting for a response from the payment provider," "please contact us again in 2-3 hours," etc.

This is starting to get really frustrating. I feel like they're making excuses and not addressing the solution.

I have submitted proof of the transfer detailing the amount, recipient, transaction code, etc.

My bank says that with the information I provided, the casino should be able to locate the transfer very easily.

Hola.

He depositado ( rapid bank transfer) hace 4 días 200 euros que se han descontado de mi banco pero no aparecen en la cuenta del casino. ( quiero informar que es un tipo de depósito inmediato)

Al contactar con el chat en vivo, siempre dicen lo mismo: " ten paciencia", "seguimos esperando respuesta del proveedor de pagos", "vuelva a contactar en 2-3 horas", ….

Esto empieza a ser realmente desesperante. Tengo la sensación de que están poniendo excusas y no abordan la solución.

He presentado un justificante de la transferencia en el que se detalla el importe, el destinatario, el código de la trasacción, etc

Mi banco dice que con esa información que he aportado, el casino tiene que localizar la transferencia de manera muy sencilla

Dear juliobit8,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear juliobit8,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika