Hello, describing my problem. 

I registered at the casino on April 2nd. When registering I made a mistake and wrote my e-mail with a mistake, because of which I could not confirm it. I linked google authenticator to make my account safe. And I linked my phone number. 

For a long time did not go to the casino, my phone was stolen and the phone number is blocked, because I did not use it for a long time, it was only for registration, because often casinos send a lot of promotional offers, I had a separate number for registration on sites, stores, etc., for safety. 

I was verified at the casino on the day of registration. 

Everything was fine, but now I can not withdraw my funds, because you need to accept sms on the phone number and confirm the account google authenticator, confirm the account google authenticator I can without problems, but accept sms on the mobile number can not. 

I wrote about this problem to support, they said they can only help me by mail, I sent a message with all the data they asked for, but no one answers me. 

I need help, please. I want to change my phone number or email so that I can continue to use my account and withdraw my funds. 

Thank you. I need your help as support is not responding to me.

Dear darinagni,

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

To better assist you, could you please provide me with more information by answering the following questions:

• Can you clarify how is your correct email different from the one you registered with?
• Have you tried contacting the casino's support team again since your initial message? If so, what was their response?
• What specific details did you provide in your message to support regarding your account issue?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

1) It differs in that I entered my old email out of habit, which I no longer have access to. 

2) I've tried writing to the post office already, but there is no reply.

3) I provided all account info, screenshot of deposit, what device it is used on. 

Everything they asked for. 

I have access to the casino, I can log in as I have a google authenticator linked. But I can not withdraw funds, because I can not accept sms to the phone number, which I now no longer have.

After many days they wrote to me that they lacked some information and immediately closed the ticket, they did not even say what information, just did not even give me the opportunity to clarify the data that they need. 

I provided them with everything, I provided them with the mail on which the account was registered, I provided them with the ip address, I provided them with the name of my device, what mobile number is installed in the account, what currency I use, a screenshot of the deposit, also I have passed verification on the account, I am ready to pass it again to make sure that I am me. 

Yes and they can see that I log in to the account from the device from which I always log in. But they just close the ticket and do not comment. 

Help me please, I don't know what to do. They are withholding my money.

They just closed the ticket with no explanation and no longer respond to me.

Thank you very much for your reply, darinagni. 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 have sent you all correspondence and additional appeals to the casino that they are not responding to. 

In the first correspondence they just closed the ticket without giving any information, subsequent letters remain unanswered.

For some reason, in response to my message to you in the mail, I got a reply that the message was not delivered. So I will attach all the screenshots here.

Thank you very much, darinagni, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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, darinagni!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello,

Please email us the information related to the account at [email protected] and cc [email protected]. Please provide deposit proof, KYC, and any other info related to the account, such as the device used, IP address, so we can relate to the account and assist you.

Best Regards

BC.GAME

I've done this many times.

Я делала это множество раз

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.

darinagni, has there been any progress?

No

Нету

BC.GAME, is there any particular problem with the player's documents?

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.

Well, the casino has stopped responding again, I have no other choice than to close the complaint as unresolved.

darinagni, please, tell us which e-mail address you used to send the documents to the casino?

Dear darinagni,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
www.kpvfaw.com