Dear josefritolopez80,

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.

• Do I understand correctly that verifying your address seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

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,

Indeed, the only issue was with KYC. I passed my personal ID verification with a selfie and ID without any problems. The problems arose when submitting proof of address. I sent an invoice in PDF and PNG formats, but the casino's verification system detected it as edited, when it wasn't.

Greetings

Hola,

Efectivamente, el único problema ha sido con el KYC. He pasado la verificación de mi identificación personal con selfie y documento de identidad sin problemas. Los problemas han venido al enviar la prueba de domicilio. Envié una factura en formato pdf y en formato png, pero el sistema de verificación del casino lo detecta como editada, cuando no es cierto.

Saludos

Hello,

The user can reach out to our email support regarding KYC at [email protected] and our team will assist them with proper instructions regarding their documents.

Best Regards

BC.GAME

Hello,

Could you please give me a support email address to contact regarding this matter? Because your chat support has told me there's nothing they can do.

Greetings and thanks

Hola,

me podéis decir un correo de soporte para comunicarme respecto de este asunto, por favor? Porque vuestro soporte por chat me ha indicado que no puede hacer nada.

Saludos y gracias

Hello josefritolopez80,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

Thank you both for your replies.

josefritolopez80, 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.

Hello, I'm forwarding the emails to you. as if they won't let me verify

Greetings

Hola, te reenvío los emails a [email protected] como que no me dejan verificar

Saludos

Hi, any news? My money's still frozen...

Greetings

Hola, alguna novedad?? Sigo con el dinero bloqueado...

Saludos

Have you tried contacting the casino support via their email address ([email protected])?