I was asked to verify my account and there was nowhere on the website that I could upload my documents, the website was having issues. I got a hold of online chat once and I emailed my documents and did not hear back from them so I emailed them for additional times and finally got an email saying I was verified but no payment sent.

Dear katetking,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please clarify when you requested a withdrawal of your winnings and when you took the screenshot your withdrawal was completed?
• Have you contacted support and asked for assistance regarding the missing withdrawal? What response have you received?
• Could you please specify which payment method have you used for withdrawal of your winnings?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Tomas,

I requested the withdrawl on January 17th and was asked to re-verify on January 19th. I used interact to deposit. Also I have had a few successful withdrawals previously so this is a surprise.

I do not have a screenshot of the chat, I also tried to open a chat after that and the website kicked me out, over and over again.

i will email the messages I sent to them that have attachments vital to the issue. It may be 6 or seven emails so I’m sorry for bombarding you.

thank you

Kathleen ****

Thanks for the provided information.

Were you able to discuss the missing payout with casino support since your last post?

Did the casino provide you with assistance since their reply on February 3rd?

Tomas,

No, I cannot connect with their chat and I have not received any correspondence from them. The amount owing is still showing as "Precessing Withdrawls" but nothing has come through. When I go to use their chat, I start to write what I’m inquiring about and I get booted out, this happens over and over and over again. Their website has some serious issues and unfortunately, I am unable to get a hold of them. Their sister sites have improved as far as playability because all of them were glitching as well, but for some reason, euro palace is still having issues.

I have since then emailed support again only to receive an automated message. Are you able to help me, I’m out of avenues to contact them.

Thank you very much, katetking, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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 katetking,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Euro Palace Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? Is there a particular timeframe in which katetking can expect to have her withdrawal processed?

Martin,

I finally received my withdrawal of $70 from Euro Palace. Thank you for all your help with this. I do believe that the delay was due to their websites technical issues, which also made it impossible to contact an agent myself.

Dear katetking,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin Lambert

www.kpvfaw.com