I've been trying to make a withdrawal since June 24th, and the casino has been requesting more documents since that date, canceling the withdrawal request. I completed all the necessary verifications and submitted a new request on June 30th, 2025. Three business days have passed, and I still have not received a response.

He tratado de realizar un retiro desde el 24 de junio, el casino me ha pedido por más documentos desde esa fecha cancelando dicha solicitud de retiro. He completado todas las verificaciones correspondientes, realice una nueva solicitud el 30/06/25, ya han pasado los 3 día hábiles y sigo sin tener una respuesta.

Dear player,

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 the 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.

Important Notice: www.kpvfaw.com will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from www.kpvfaw.com and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I was also going to file another additional complaint about this casino, but was told to continue in the thread:

My money was withheld without using any bonuses. The casino claims that the winnings were withdrawn from my balance because I violated terms and conditions. None of these terms were violated. I tried to contact them, but their response was that I should send an email. I've sent multiple emails, but they haven't responded. In fact, I think they were blocked. I would like help recovering the money back into my account balance, even if it means a rollover or any other viable solution. The amount is 9721.48 MXN.

También iba a presentar otra queja adicional sobre este casino, pero me dijeron que continuara en el hilo:

Se me hizo una retención de mi dinero, sin hacer uso de bonos, el casino dice que dichas ganancias fueron quitadas de mi balance porque viole terminos y condiciones, ninguno de estos terminos fue violado, me trate de contactar y lo que me respondieron fue que debia mandar un correo, he mandado multiples correos pero no han tenido respuesta, de hecho, creo que fueron bloqueados. Me gustaría que me ayudasen a recuperar dicho dinero de vuelta al balance de mi cuenta, aunque fuera con un rollover o con cualquier solución viable. La cantidad es de 9721.48MXN

Dear player, do I understand correctly that you still have a pending withdrawal, and that the amount of 9,721.48 MXN which was confiscated is separate from that pending withdrawal?

To proceed with your case, please kindly send us the following:

1. Full withdrawal history from your casino account – including the pending withdrawal and any canceled or confiscated amounts. Please ensure all amounts and dates are visible.
2. Communication with the casino regarding the alleged violation of terms and conditions – including any emails or chat messages that explain the casino’s reasoning.

You can either upload the files here or send them directly to [email protected].