I deposited 25 euros and had 4 euros in vouchers. I've been playing for weeks and months and have now won 1500 EUR, they don't want to pay me out. But before that it always worked despite the bonus game. I am very disappointed as I have never had any major problems before

Ich habe 25 Euro eingezahlt und hatte 4 Euro Bons. Ich habe über Wochen und Monate gespielt und habe jetzt 1500 eur gewonnen diese will man mir nicht auszahlen. Ging ja aber vorher auch immer trotz bonusspiel. Ich bin sehr entt?uscht da ich sonst nie gro? Probleme hatte

Dear Rina05,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

Do I understand correctly that you have successfully passed the KYC verification?

Have you made any successful withdrawals from this casino before?

Could you please advise which bonus exactly have you used?

When was the last time you communicated with the casino and what was it about?

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

Best regards,

Veronika

Hello, yes, I was able to verify myself successfully and the casino was run via Playzax at the time but changed the name. I wrote this regarding today with the casino and also have the chat history from it. This was the VIP deposit bonus. I've already made several deposits with this bonus and have never had a problem with the payout or that I can only pay out less because I've been a customer there for over a year. And that it's now suddenly turned like this and I'm accused of it I find it very cheeky that I shouldn't have used the bonus

Hallo ja ich habe mich erfolgreich verifizieren k?nnen und das casino war damals über Playzax gelaufen und hat aber den Namen ge?ndert. Ich habe dies bezüglich heute mit dem Casino geschrieben und habe auch den Chatverlauf davon. Hierzu handelte es sich um den VIP Einzahlungsbonus. Ich habe schon vermehrt Einzahlungen get?tigt mit diesen Bonus und hatte noch nie so ein Problem wegen der Auszahlung oder das ich nur weniger auszahlen kann, da ich dort schon seit über einen Jahr Kunde bin .Und das es jetzt aufeinmal so gedreht wird und mir vorgeworfen wird das ich h?tte den Bonus nicht nutzen sollen finde ich sehr frech

I also have the screenshots of the payouts that worked before

Ich habe auch die Screenshots von den Auszahlung die vorher geklappt haben

Have you been in contact with customer support regarding the problems with the bonus? Please forward any relevant communication to [email protected]. Thank you.

My request has been dealt with and I have received the full amount of money

Mein Anliegen hat sich erledigt hab das volle Geld erhalten

Dear Rina05,

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,

Veronika

www.kpvfaw.com