I have answered all the verification questions, yet I'm asked to answer the same question again. I've emailed support several times, explaining that it says verification is needed and that I should upload documents (which I've done before), but it doesn't specify which ones now, and furthermore, it's not possible to do so.

Dear t4jrnznkny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Started the withdrawal process a week ago. Also then asked if I needed to submit something for verification and the answer was then no.

then when the withdrawal didn't go through and I asked why, they finally asked for documents , Given access to review my bank account. Shown documentation that proves my income. After five days I get the same question again regarding my income, which I again answered. Answered questions about gambling addiction. I have emailed several times and asked which documents are missing, and pointed out that they did not inform me which, and that it is not possible to upload them on the game page (I attached a picture of it), I only get automatic responses that my case is being handled.

On Friday 9 February in the morning, I receive an email again to explain the transaction "Own withdrawal", but this time with an electronic verification link. I do it directly in return mail and ask if that is enough, get no answer.

Almost at the same time on Friday morning, I receive an email from a "customer agent" who promises me fast handling of withdrawals and verification. He also wrote that I did NOT have to submit documents (even though it says on the game page that it is missing for my verification) I would only have to write what the Own Withdrawal was. Haven't heard anything since Friday morning. Now Sunday morning came the standard answer ... "relevant dept. will return"

see that I have 7 different email conversations with support. Experiences that everyone blames everyone and asks for different things. Extremely messy. Hasn't been verified or withdrawn in 12-13 days. Despite 7 different people in customer service and a "customer agent"...

Seven mail threads and five standard replies. 13 days have passed and experience the support as ignorant and misleading, as they request the same answer again and do not answer counter questions

I'm sorry for the late reply. Thank you very much, t4jrnznkny, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I'm done with them now. The payouts have started to show. Thank you so much for being there!

Dear t4jrnznkny,

Could you please confirm, if I understand it correctly, that you have received your withdrawal?

Thank you,

Mirka

Yes, we can close the case

thanks!

Dear t4jrnznkny,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka,

www.kpvfaw.com