Hello! I have been playing at rxcasino for a couple of months. Is verified and withdrawn.

When I wanted to withdraw a larger amount of money, they requested that I submit even more documents. Which I did (about 8 days ago). Now the account is closed for games I can log in but not play or withdraw..When I contact them they say that the finance department will review my new documents.

What can I do??

Dear Linkong,

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.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents in the correct format?

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,

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.

Hello! I have provided all the documents they want.

Bill, id card, bank card, id card with selfie.

Everything they want.

Thank you

Thank you very much for your reply, Linkong. 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.

Dear Linkong,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Viktor

We are sending you the chat transcript you requested.

Viktor (23:03:20): Hello

david.weber (23:03:42): Greetings! My name is David, and I'm happy to assist you today.

Viktor (23:04:02): I still lack feedback on my case

Viktor (23:04:10): Why??

david.weber (23:04:27): Please send me your e-mail address to which your game account is registered,so I can help you.

Viktor (23:04:34): xxx

Viktor (23:05:12): I want my account reopened

david.weber (23:06:27): Your account is blocked, if it is unblocked you will be notified immediately.

Viktor (23:07:32): yes but it must open soon right? I get no feedback

david.weber (23:08:34): I do not have information about when your account will be unblocked. As soon as this happens, you will immediately receive a letter to your email.

Viktor (23:09:33): you have responsibility for your gaming site and your customers

david.weber (23:10:24): Perhaps you have some additional questions?

Viktor (23:10:45): Notyet

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Same answer for 5 weeks...

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

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, while we wait for the casino's response and clarification, can you please provide me with the following information:

• Did you fill out your personal details in the casino account correctly, and do these details fully match the details on your ID or other documentation provided to the casino upon the KYC process?
• Do you have only 1 account at the casino, or is it possible you had a gaming account at RX Casino in the past, or that someone around you also have an account at RX Casino, which could possibly link your account to another account at the casino, based on any data similarities or matches?
• Did you access the casino website only from your country of residence, or did you, at any point, access it from a different country or use any tool to alter your actual location, and if so, what tool, and how did you do it?
• What type of games did you play the most often? Did you use any bonuses, and were your disputed winnings accumulated with a bonus?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

I saw the email you sent to my colleague Kristina a few days ago. If it suits you better, feel free to reply with the additional information to my email regarding the matter that I sent a while ago as a reaction to the email communication in question. We would definitely need more details.

Thank you.

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.