Hello

I made 2 deposits of 50$ and 150$, after month of playing I had 906$

I requested a withdrawal of 906$ which got rejected because I didn't complete minimal turnover of deposit(due internal transfers). After minimal turnover of my balance I had 1075$ which I've decided to withdraw, after withdrawal request I got mail where they asked me for simple verification, ID photo and selfie with ID, and there weird play begins.

I sent them immediately clear ID and selfie photos to [email protected] 1st mail was sent already 6 days ago - no information back.

I requested withdrawal again, and again it got rejected and I received same mail asking for verification photos, they provided different mai [email protected]

This time they replied that they got my documents and verification will take max 24hours, I waited over 24hours and I did not receive any futher information. I tried again to withdraw and again it got rejected and same mail request was sent to me.

Their support just reject every withdrawal attempt, and everytime they send same verification request, they received 3 mails with my documents and they ignore this fact, they don't answer my question what is verification status but just send new request to me. This is infinite loop against withdrawing my balance.

Dear sandykam98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that none of your documents have been approved thus far? Could you please advise clarify when exactly you sent the last batch of documents?

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,

Kristina

Thank you very much for your reply, sandykam98. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear sandykam98,

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.

I'm sorry for no updating this case, I didn't have time to focus on that case in last week.

6th November I got mail with request to resend new photos of my documents and selfie, which I noticed very latley as it was replied after 3 days but I sent them everything today also I tried to forward as attachment every received and sent mail from dafabet to [email protected]

Thank you very much, sandykam98, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello sandykam98,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Dafabet Casino to join the conversation.

Dear Dafabet Casino,

Although it is a standard requirement to ask the player for certain documents before every withdrawal, it looks like the player has provided you with their documents repeatedly, so the withdrawal should have been processed without any further delays.

If there are any other legitimate reasons that prevent you from processing a player's withdrawal, please share them with us. If this information cannot be shared publicly, please send it to me at [email protected]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sandykam98,

I wanted to provide a brief update: I've successfully reached out to the casino representative and am currently awaiting additional details regarding your case. I recognize that the process may not be as swift as desired, but acquiring the necessary information sometimes takes time. I kindly ask for your patience.

Hello, I noticed that something moved foward after I tried to request withdraw again on 2nd december and also my mail informing support about this complain. They sent almost same reply with documents request, which I again uploaded over mail. Over last week I made 3 withdrawal request and 3 times they rejected it with same message loop requesting documents. I've forwarded you all incoming/outgoing mails with dafa support.

When they copy paste this formule asking to upload documents I don't know if they received my photos or if they asking to send new photos because something does not fit them, this is very problematic, I have never seen worse customer support

Dear sandykam98,

I can confirm I have received your email. I am currently awaiting additional information from the casino team regarding the delay in the verification of your documents for your case.

Hello, yesterday I received mail that my documents are finally validated and the withdrawal has been processed.

It was the longest withdrawal process for me so far and also most expensive fee I ever seen I got 58$ less than I withdrawed.

Thank you so much for resolving this case.

Great news, sandykam98. I'm glad that your verification finally ended successfully and that you received your winnings.

I understand your dissatisfaction with the unexpected transaction fee. Regrettably, it appears that the payment provider imposed this charge due to the international nature of the transaction, and unfortunately, there is nothing we can do about it.

Anyway, I believe the main thing is that you have finally successfully received your winnings. Can we consider your complaint to be resolved, or is there anything else I can assist you with?

Dear sandykam98,

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.

Dear sandykam98,

Despite several email attempts, I haven't received a definitive response from you regarding the resolution of your complaint. However, considering that you have received your winnings and haven't sought additional assistance, I believe we can officially close this complaint as resolved.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

www.kpvfaw.com