Hello good,

I contact you because I made a withdrawal on April 10 and I still do not have the money in the account, I contact customer service and they tell me that I have to wait, that I have to be patient, which I already lost it. I email the department and they don't answer. As he told me from the chat, they are looking at my gaming activity but they told me that 4 days ago and to proceed to the payment shortly, to this day I am still waiting. The first two charges that I make if they did it to me almost immediately, but this larger charge there is no way. I hope you help me. Thank you so much

Buenas,

Me pongo en contacto con ustedes por qué realice una retirada el día 10 de abril y todavía no tengo el dinero en la cuenta, me pongo en contacto con atención al cliente y me dice que tengo que esperar, que tengo que tener paciencia, la cual ya la perdí. Mando correo electrónico al departamento y no contestan. Según me dijo del chat están mirado mi actividad de juego pero eso me lo dijeron hace 4 días y que procediera en breve al cobro, a día de hoy sigo esperando. Los dos primeros cobro que realice si me lo hicieron casi de inmediato, pero este cobro más grande no hay manera. Espero que me ayudeis. Muchas gracias

Dear carlosbarea,

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

Hi, can you close my complaint why I have been paid.

Thank you so much

Buenas, puedes cerrar mi queja por qué me han pagado.

Muchas gracias

Dear carlosbarea,

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