The money cannot be paid out because the verification cannot be completed.

I've submitted over 10 documents, and yet everything is rejected. No explanation is given.

Das Geld kann nicht ausgezahlt werden, da die Verifizierung nicht abgeschlossen werden kann.

Ich habe nun über 10 Dokumente eingereicht und trotzdem wird alles abgelehnt. Es wird keine Begründung genannt.

Dear mo_im_klo,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The casino continues to reject all documents. The money cannot be withdrawn until I am verified.

Das Casino lehnt weiterhin alle Dokumente ab. Das Geld kann solange nicht ausgezahlt werden, bis ich verifiziert bin.

Currently, I'm being told that the withdrawal doesn't exist, even though it's still showing on my account. However, even canceling the withdrawal is no longer possible.

Aktuell wird mir gesagt das es die Auszahlung garnicht existiert. Obwohl diese weiterhin auf meinem Account angezeigt wird. Allerdings ist selbst das Stornieren der Auszahlung nicht mehr m?glich.

Dear mo_im_klo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately there is no change.

Unfortunately, the casino only responds to my emails every few days. Even then, they only tell me to verify my identity, which I would like to do, but unfortunately, I'm always rejected.

Leider gibt es keine Ver?nderung.

Das Casino antwortet leider nur alle paar Tage auf meine mails. Dann jedoch auch nur mit der Aussage ich solle mich verifizieren, was ich nun gerne tun würde aber leider immer abgelehnt wird.

Dear mo_im_klo,

Would it be possible to forward the communication between you and the casino related to this case to [email protected] for further review?

Awaiting your response.

Regards,

Nick

Dear mo_im_klo,

You have to forward the communication between you and the casino and not a written e-mail to my address.

Please do as soon as possible, so we can move forwarding in resolving your case.

Regards,

Nick

Dear mo_im_klo,

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,
Nick
www.kpvfaw.com