I've had two withdrawals of €500 pending since the 15th and 16th of this month. However, they haven't been paid yet.

Tenho dois levantamentos de 500€ pendentes desde dia 15 e 16 do corrente mês . No entanto , ainda n?o me foram pagos .

Dear Gatinho10,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Gatinho10,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening, thank you for your attention. Since I contacted you there has been no development, that is, I have not received any money.

Thank you

Boa noite , obrigado pela aten??o . Desde que entrei em contacto com vocês ainda n?o houve qualquer desenvolvimento, ou seja , n?o recebi qualquer quantia .

Obrigado

Thank you for your response. I'm sorry to hear that you have not received your winnings yet. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

When was the last time the casino communicated with you regarding the payout of your winnings?

good afternoon , i have just received the funds . Thank you for your time

boa tarde , acabei de receber os fundos . Obrigado pela disponibilidade

Dear Gatinho10,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

www.kpvfaw.com