I registered, I did not use bonuses, I won 300 pesos and I wanted to withdraw them and they have not been able to pay me the 500 pesos.

They have asked me for stupid amounts of documents and every once in a while they ask me to resend a document for "x" reason.

Me registre, no use bonos, gane 300 pesos y los quise retirar y no me han podido pagar los 500 pesos.

Me han pedido cantidades estúpidas de documentos y a cada rato piden que vuelva a enviar un documento por "x" razón.

Dear Salim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, it’s quite usual for a withdrawal, 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. Could you please tell us when did you start the verification process and how many documents did the casino require? 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,

Nick

Hello, after sending the same documents several times and even taking a selfie with my card several times as well, my payment has been processed.

But I have decided to close the account, since I have asked them if every time I want to withdraw my money it would be the same process to which they have answered in the affirmative.

It was a super long process, I do not understand why they ask me for a statement of my bank account, nor do I understand why they ask for photos of the card, having the account statement, or the transaction history, or photo with the card, having Taking into account that my account details had already been validated, these documents were requested by email.

It is the first time that I play in an online casino, but with this I have taken away the desire, if you know a casino that does not put so many obstacles to pay, I will be attentive to your comments.

Hola, luego de volver a mandar varias veces los mismos documentos y hasta una selfie con mi tarjeta varias veces también, se ha procesado mi pago.

Pero he decidido cerrar la cuenta, ya que les he preguntado que si cada vez que yo desee retirar mi dinero sería el mismo proceso a lo que ellos me han respondido de manera afirmativa.

Fue un proceso super largo, no entiendo para que me piden un estado de cuenta de mi cuenta bancaria, tampoco entiendo para que piden fotos de la tarjeta, teniendo el estado de cuenta, ni el historial de transacciones, ni foto con la tarjeta, teniendo en cuenta que ya habían validado mis datos en la cuenta, estos documentos me fueron solicitados por correo electrónico.

Es la primera vez que juego en un casino en linea, pero con esto se me han quitado las ganas, si conocen un casino que no ponga tantas trabas para pagar, estaré atento a sus comentarios.

Dear Salim,

Do I understand it correctly that you have received your winnings? If yes, is there anything else we can help you with?

There is no more at the moment, I appreciate your support.

Regards.

No hay más por el momento, agradezco su apoyo.

Saludos.

Dear Salim,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

www.kpvfaw.com