Hello,

I'm unable to make withdrawals from my account. The casino support tells me it's due to a routine review and that they will get back to me when the relevant department is done with it.

I've waited over three months now but the support never gets back to me and whenever I reach out to them they just give me the same answer as before. They can't even give me a timeframe of how much longer I have to wait.

My account is verified and I've made successful withdrawals before. Can you help me please.

Dear dawwe92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

My last successful withdrawal was February 26th and it was processed the same day. I used Swish for all deposits and withdrawals.

I never used any bonus.

Kind regards

David

Thank you for your reply, dawwe92. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hi,

Here is a screenshot of my deposits and withdrawals. I've forwarded an e-mail thread to you aswell.

Kind regards

David

Thank you very much, dawwe92, for your cooperation. I will now transfer your complaint to my colleague Mirka ([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.

Dear dawwe92,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite DBET Casino representative to join this conversation.

Dear DBET Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 dawwe92,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you would like to submit a complaint to the licensing authority, feel free to check the following articles:

http://www.kpvfaw.com/licensing-authorities/sweden-license

http://www.kpvfaw.com/submitting-complaints-to-regulators

Best regards,

Mirka Dubasova