Dear julienforkert,

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

• Have you made any successful withdrawals before?
• Could you please clarify if the casino approved all your documents?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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.

Liebe Kristina,

vielen Dank für Ihre Rückmeldung.

Um Ihre Fragen zu beantworten:

Eine erfolgreiche Abhebung habe ich bislang nicht vornehmen k?nnen.

Das Casino hat alle meine Dokumente verifiziert und genehmigt, mit Ausnahme des Nachweises zur Herkunft der Gelder.

Diesen Nachweis habe ich bereits mehrfach eingereicht, jedoch wurde er jedes Mal ohne genaue Begründung abgelehnt.

Meine Gewinne wurden ausschlie?lich mit Echtgeld erspielt, ohne aktiven Bonus.

Ich hoffe auf eine baldige L?sung und danke Ihnen im Voraus für Ihre Unterstützung.

Mit freundlichen Grü?en

Thank you very much for your reply, julienforkert. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Ich habe soeben die vollst?ndige E-Mail-Korrespondenz und den Live-Chat-Verlauf wie gewünscht an [email protected] geschickt.

Zus?tzlich m?chte ich erg?nzen, dass ich dem Casino mittlerweile auch folgende Dokumente zur Herkunft meiner Mittel übermittelt habe:

Kontoauszüge der letzten 6 Monate

Eine betriebswirtschaftliche Auswertung (BWA)

Die Einkommensteuererkl?rung für 2024

Meinen aktuellen Gewerbeschein

Trotz Vorlage all dieser Nachweise lehnt das Casino die Auszahlung weiterhin ab. Ich hoffe sehr, dass Sie mich hier weiter unterstützen k?nnen. Vielen Dank im Voraus.

In addition, I submitted a detailed Source of Wealth (SoW) overview, including:

screenshots of my winnings from other licensed casinos operated by Tendersoft B.V.,

withdrawal confirmations from those casinos, and

matching bank statements showing the receipt of these funds.

All documents were rejected again without any valid reason. I will send the documents to you by email so that you can review them.

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

I’ve just been informed that my case has been forwarded to you. Please let me know if you need any further information or documents from my side.

Thank you in advance, and I appreciate your support!

Best regards,

Julien F.

Hello julienforkert,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite God of Coins Casino to join the conversation.

Dear God of Coins Casino,

Could you please clarify why the player's verification has not yet been completed? The player submitted various documents that were requested from him, and I am interested in understanding why this has not been deemed sufficient for finishing the verification. If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

Hello!

We would like to inform you that the verification process is still ongoing. In order to proceed, we kindly request documentation regarding your Source of Wealth for the past three months. This should include one or more documents that clearly demonstrate the origin of the funds used for deposits made to our casino. For example:

• Salary statement or payslip
• Proof of business ownership or recent business income
• Sale agreement of a property
• Inheritance payment confirmation
• Divorce settlement agreement

As part of our ongoing verification procedures and in accordance with our KYC Policy, please note the following:

"The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at the Website. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type."

Best regards,

God of Coins Casino

Dear Casino Guru Team,

I just wanted to give you a quick update: I’ve received an email from the casino confirming that my account has now been successfully verified.

Following this, I’ve submitted a withdrawal request and am now waiting for it to be processed.

Thank you again for your support so far!

Best regards,

Julien F.

Dear God of Coins Casino,

Thank you for your response. I trust this has now been clarified.

Dear julienforkert,

That is positive news. I have my fingers crossed that the withdrawal will now be processed the standard way without any unnecessary delays. Please let me know once you receive the winnings.

Dear Michal,

I am reaching out for assistance regarding an ongoing issue with my withdrawal.

Although I have completed the full verification process, I still have not received my payout. Every time I contact the casino, I am simply told to wait, but no concrete update or resolution is provided.

I feel like I am being stalled without any progress, and I would really appreciate your help in resolving this matter.

Thank you in advance for your support.

Best regards,

Julien F.

Dear julienforkert,

Thank you for your reply and the email you forwarded to me. I acknowledge your concerns regarding the management of this situation; however, there are instances where it may require more time than anticipated. I will ensure to follow up on your case with the casino team.

Dear God of Coins Casino,

Now that the player's account has been successfully verified, could you please inform us when the withdrawal will be processed from your end?

Hello!

We would like to confirm that the Source of Wealth has been accepted and verified on our side.

The delay in processing withdrawals is due to the fact that we require one additional document for verification purposes, which is the Source of Funds - a document (or a number of documents), showing the transfer of the funds you've deposited into our Casino. It depends on the payment system used, and can be a PDF statement from the bank account/e-wallet for the last 3 months.

If you are uncertain about the time and amount of your deposits, you may refer to your profile’s transaction history page for further details.

Best regards,

God of Coins Casino

Dear God of Coins Casino Team,

Thank you for your response.

I have just uploaded the requested Source of Funds document via your live chat. The relevant deposit transactions have been highlighted on page 40 of the bank statement to make the review process easier.

Additionally, I have sent the document via email and included Michal in the message for confirmation.

I look forward to your feedback and hope the verification process can now be completed promptly.

Best regards,

Julien F.

Dear God of Coins Casino Team,

I would like to kindly ask for clarification regarding the current status of my account verification and withdrawal.

Yesterday, I submitted the requested Source of Funds document via my profile. Could you please confirm whether it has been received and whether it has been approved?

Additionally, I would like to know the current status of my withdrawal and why I received another email today asking again for Source of Funds documentation, despite already having submitted it.

I would greatly appreciate any clarification you can provide.

Best regards,

Julien F.

Dear God of Coins Casino,

In addition to the inquiries from the player, could you please provide clarification on why the player is encountering somewhat inconsistent information from the live support compared to what was stated in the complaint thread?

I recognize that different support agents may be addressing the case, but it is generally anticipated that the information regarding the player account is consistent within your system.

I am seeking your clarification on this matter.

Hello!

We would like to clarify that the Source of Wealth documentation, including the payslips for the months of March, April, and May, has been accepted. However, we still require a bank statement that clearly shows the corresponding salary credits for the same period.

Your Source of Funds documentation is currently under review by our dedicated team. You will be informed as soon as the review is completed.

Thank you for your understanding.

Best regards,

God of Coins Casino

Dear God of Coins Casino Team,

Thank you for your response and clarification regarding the Source of Wealth documents.

I would like to confirm that I have already sent the required bank statements showing the salary credits for March, April, and May via email. I also included Michal in CC for transparency.

To make the review easier, I sent the statements as 8 individual images, and I also combined all of them into one single PDF file in the same message.

I hope this will now be sufficient for verification, and I look forward to hearing back regarding the Source of Funds review as well.

Best regards,

Julien

Dear julienforkert,

Thank you for providing the requested evidence to the casino team and keeping my email in the loop.

Dear God of Coins Casino Team,

We kindly await your review of the submitted documents. I trust this will help clarify the situation and assist in resolving the matter promptly.

Dear God of Coins Casino Team,

I would like to express my confusion and concern, as I have just been informed that my documents were rejected again, this time with the reason:

"We do not accept documents in scanned format."

However, I did not submit scanned documents — I submitted photos of the original bank statements, as explicitly permitted according to your own KYC policy, which clearly states that photos are accepted.

I kindly ask for clarification:

Why were my documents rejected if they were submitted in the correct format?

What exactly is required now to complete this already lengthy verification process?

At this point, I have submitted all requested documents multiple times, in good quality and in line with your requirements. I would greatly appreciate your assistance in resolving this situation fairly and promptly.

Best regards,

Julien F.

Dear julienforkert,

We regret to inform you that the submitted documentation has been rejected, as the account holder’s name is only visible on the first page of each month.

Since the provided images were of individual pages, we kindly request the original PDF file for the corresponding time period. This document is typically available for download via your banking application.

Once uploaded to the verification page, we will review it at the earliest opportunity.

Thank you for your understanding and cooperation.

Best regards,

God of Coins Casino

Dear God of Coins Casino Team,

I am writing to follow up regarding my account verification process.

As requested, I have submitted my original bank statements in PDF format, clearly showing my salary credits. These documents were uploaded through the verification tab on your website and also sent via email, with Michal from Casino Guru in CC for transparency.

I would appreciate it if you could confirm whether these documents meet your requirements, and if not, please clarify exactly what additional information or format is needed to complete the verification.

Thank you in advance for your support.

Best regards,

Julien F.

Dear julienforkert,

Thank you for promptly providing the casino team with the requested statements in original PDF format.

Dear God of Coins Casino Team,

We kindly await your review of the submitted documents.

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

Dear julienforkert,

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,

Michal