Hi!

I tried to make a withdrawal more than a week ago on Tuesday, but I haven't succeeded. I did the only possible step of the KYC process on the page (driver's license photo) and when I asked about LiveChat, I got the answer that it is worth sending a few documents by mail for the KYC process. (payment method, address, driver's license.. i.e. normal stuff). After that, several days later I received an email from the Finance Department that I wanted the back of the credit card photo as well. I submitted it as well, and again a couple of days later I received a request to submit a photo of the back of the driver's license. I also sent it already on Monday, but I haven't received a reply to any emails since then. The 48h promised on the page is nowhere near the truth.

Can you help me get my discharge?

Moi!

Yritin tehd? noston jo yli viikko sitten tiistaina mutten ole onnistunut. Tein sivulla KYC-prosessin ainoan vaiheen joka mahdollista (ajokortin kuva) ja kun kyselin LiveChatista niin sain vastauksen ett? kannattaa l?hett?? KYC-prosessin vuoksi muutama dokumentti maililla. (maksutapa, osoite, ajokortti.. eli normaalit jutut). Sen j?lkeen sain useaa p?iv?? my?hemmin s?hk?postin Talousosastolta joka halusin luottokortin kuvan takaosan my?s. Toimitin sen my?s, ja taas parin p?iv?n p??st? sain pyynn?n toimittaa ajokortin takaosan kuvan. My?s sen toimitin jo maanantaina, mutta en ole saanut mihink??n s?hk?posteihin vastausta sen j?lkeen. Sivulla luvattu 48h ei ole l?hell?k??n totuutta.

Voitteko auttaa minua saamaan kotiutukseni?

Dear Ostobonari,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hey!

so is it the case that at this point there really is nothing to do but wait? I don't get answers to any of my emails, so I don't even know if my account has finally been confirmed or if they can think of another document that I could request. Next Tuesday it will be two weeks since I made the withdrawal request, so I guess I'll wait for that?

Thank you for your help in advance.

Hei!

onko siis niin ett? t?ss? kohdin ei tosiaan voida tehd? muuta kuin odottaa? En saa vastauksia mihink??n maileihin, joten en tied? edes sit? onko tilini viimein vahvistettu vai tuleeko heill? mieleen viel? joku dokumentti jota voisi pyyt??. Ensi tiistaina on kulunut kaksi viikkoa siit? kun tein nostopyynn?n, joten odotan ilmeisesti siihen?

Kiitos avusta jo etuk?teen.

Dear Ostobonari,

Have you received your withdrawal from the casino yet?

Hey!

I haven't received it, even though I've put many miles on it. The only one I get answers from is [email protected], but even there they say that the finance department is a separate domain, and ask them to consider my situation as soon as possible. I haven't received any answers from [email protected] for more than a week, but the last time I heard from them was when they asked for the back of my driver's license photo as part of the KYC process. I sent it right away, but it's been over a week again without hearing anything from them.

Any ideas on how to get things going?

Thank you!

Hei!

En ole saanut, vaikka olen monta mailia asiasta laittanut. Ainoa josta saan vastauksia on [email protected] mutta siell?kin kertovat finanssi-osaston olevan erillinen domain, ja pyyt?v?t heit? huomioimaan tilanteeni mahdollisimman pian. Sielt? [email protected] en ole saanut yli viikkoon mit??n vastauksia, vaan viimeksi kuulin heist? kun pyysiv?t osaksi KYC-prosessia viel? ajokorttini kuvan takaosasta. Toimitin sen heti, mutta taas on mennyt yli viikko ilman ett? olen kuullut sielt? mit??n.

Olisiko ideoita miten saisin asian etenem??n.

Kiitos!

Hey.

Have you been contacted by the casino's representatives? Is there any additional information?

I also tried to investigate it myself. The casino is run by Versus Odds BV, which has operations in several casinos. Would it be worth it for me to contact them directly, and if so, how?

I'm ready to file a complaint with the license issuer as well, or whatever it takes if I have to.

Should I try to promote my cause also through the forums favored by other players?

Thanks for the answer!

Hei.

Oletteko saaneet kasinon edustajia kontaktoitua? Onko mit??n lis?tietoja?

Yritin tutkia asiaa my?s itse. Kasinoa py?ritt?? Versus Odds B.V. jolla on toimintaa usealla kasinolla. Kannattaisiko minun koittaa olla yhteydess? suoraan sinne, ja jos kannattaa niin miten?

Olen valmis tekem??n valituksen my?s lisenssin my?nt?j?lle, tai mihin vain tarvitaan jos pakko.

Kannattaako minun koittaa edist?? asiaani my?s muiden pelaajien suosimien foorumeiden kautta?

Kiitos vastauksesta!

Thank you for your reply, Ostobonari. Have you made any successful withdrawals before? Do I understand correctly that you provided all the required documents, but your account has not bee verified yet?

Have you accumulated your winnings with or without an active bonus?

Hey!

This is my first discharge.

And yes, I submitted all the necessary documents the same day I did the repatriation, and after that I was also asked for a photo of the back of the credit card and the back of the driver's license. And I already delivered these about 2 weeks ago.

So you might think that the account has been confirmed, but they don't even respond to that from the finance department. So I don't know if it's confirmed or not. It's been three weeks since the withdrawal request, and I submitted the last documents two weeks ago. Since then, I haven't received a reply from the finance department at all, even though I've sent many emails. The support department just tells me that they can't comment on financial matters, and I should just wait.

I have not used any bonuses, but only played with my direct deposits. So it's not a problem.

How should we proceed now?

I'm really, really, really frustrated with this and I'm willing to contact multiple places to get this resolved.

Versus Odds BV?

Curacao licensor?

Just for everyone, or even for everyone.

Thank you.

Hei!

T?m? on ensimm?inen kotiutukseni.

Ja kyll?, toimitin kaikki tarvittavat asiakirjat samana p?iv?n? kuin tein kotiutuksen, ja sen j?lkeen minulta pyydettiin viel? kuva luottokortin takaosasta sek? ajokortin takaosasta. Ja n?m?kin toimitin jo noin 2 viikkoa sitten.

Voisi siis luulla ett? tili on vahvistettu mutta he eiv?t vastaa edes siihen sielt? finance-osastolta. Eli en tied? onko sit? vahvistettu vai ei. Nostopyynn?st? on nyt kolme viikkoa, ja viimeiset dokumentit toimitin kaksi viikkoa sitten. Sen j?lkeen minulle ei ole vastattu ollenkaan finance-osastolta mihink??n, vaikka olen l?hett?nyt monta s?hk?postia. Support-osasto vain kertoo etteiv?t voi ottaa kantaa finance-asioihin, ja minun pit?isi vain odottaa.

Mit??n bonuksia en ole k?ytt?nyt, vaan pelannut vain suorilla talletuksillani. Eli se ei ole ongelma.

Miten nyt kannattaisi edet??

Olen todella, todella, todella turhautunut t?h?n ja olen valmis ottamaan yhteytt? moneen paikkaan jotta asia ratkeaa.

Versus Odds B.V?

Curacaon lisenssinmy?nt?j??

Ihan kehen vain, tai vaikka jokaiseen.

Kiitos.

Hi again.

I contacted them once again, and said that I would file a complaint with the licensing authorities and Versus Odds BD, and unexpectedly after a few hours I received a message saying that the money has been transferred.

and I just checked from the bank account and the entire amount had indeed arrived.

So for me, the matter is resolved and I got my money.

thank you.

Moi taas.

olin j?lleen kerran yhteydess? heihin, ja sanoin ett? teen valituksen lisenssiviranomaisille sek? Versus Odds BD:lle, ja sain yll?tt?en muutaman tunnin p??st? viestin jossa kerrottiin ett? rahat on siirretty.

ja tarkistin ?sken pankkitililt? niin koko summa oli tosiaan tullut.

Eli minun puolestani asia on ratkaistu ja sain rahani.

kiitos.

Dear Ostobonari,

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,

Kristina

www.kpvfaw.com