Dear waswhatque,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 8xwins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and whether your account is accessible to you?
• Could you please list the documents the casino requested from you and when you submitted them?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me any more recent communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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.

1. the account is closed . I am player since September 2024
2. the verification zone inside the account asked for ID which I uploaded my passport and bank statement or bill and I uploaded my bank statement and I showed you above the email that they accepted and confirmed my account is verified . I submitted the documents right after I won which was also during September
3. i played slots . Aztec twist .
4. Yes I fulfilled the wagering requirement of the bonus I received a 100% deposit bonus
5. I am going to forward what I have to your email

Thanks for your reply and the provided information.

• Could you please specify since when you have been a student in Thailand?
• Which address did you fill out when registering for the online casino?

1. Since June 2023
2. Address:

Grand Avenue Residence Building A room 803

236/169 Moo 9

City: Nongprue Banglamung

State Chon Buri

Zip Code 20150

Thank you very much, waswhatque, for providing the necessary information. 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 waswhatque,

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.

We would like to invite 8xwins Casino to join the conversation.

Dear 8xwins Casino,  

Can you please provide an explanation as to why the documents the player has provided for the KYC process were not sufficient? What other, if any, documents can the player provide to be able to successfully pass the KYC process? If there are any factors that influence the situation that are not suitable for public disclosure, please feel free to forward them to me directly at [email protected]

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.

Dear waswhatque,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru