I have played a lot on their side. Now when I requested payment of €1,500 it was silent. When I contacted them after 4 days they asked for proof of address. Which I sent in. With minimal address, as well as new extracts from the Swedish Tax Agency. They haven't even asked for any documents, but I have to contact to get an answer again about my documents that they received 2 times. i have played much much more than 1500 on their site

Jag har spelat mycket p? deras sida. Nu n?r jag beg?rde utbetalning p? 1500€ vart det tyst. N?r jag kontakta dem efter 4 dagar bad dem om proof of adress. Vilket jag skickat in. Med minimala adress, samt nya utdrag fr?n skatteverket. Dem har inte ens fr?gat om n?gra dokument, utan jag m?ste kontakta f?r att f? svar igen om mina dokument som dem f?tt 2 g?nger. jag har spelat mycket mycket mer ?n 1500 p? deras sida

Has the casino accepted any of those documents? The initial verification can be more time-consuming, but this feels kind of wrong.

First of all. The first person in chat said you have all document set. Then when I didn't see any progress I CONTACTED them, the 2nd person now said please send all document to [email protected], that was kinda strange cuz ive played on goslot.com I checked and saw they are owned by same company. Ive sent extract from swedish skatteverket, ive also send my TUI Visa card bill. My passport. The 3rd said you have to send to goslot support which I did. Now ive sent 4 times. Today they are saying ive sent in MY phone bill which is not true ive provided government documents. I play a lot and rarely I do any comment about sites. But this is something else, they are stalling the payment

Ok, this feels weird.

If you struggle with them for more than 14 full days - and I hope you won't - I would think about submitting a complaint here on your site.

http://www.kpvfaw.com/complaints

You literally have to chase them to get an answer as they don't give any updates whatsoever. I'm still chasing them after 2 weeks as I placed a 20 Eur deposit through bank transfer to see before I place a bigger deposit.

Money was never placed on my account, kept giving me generic statements. After 7 days they told me they flagged to the finance team, no response whatsoever. I was then asked to verify my account, which I did with all the documents etc. I notified support verification was done, in 5 days no acknowledgement or any update whatsoever.

I have just sent them yet another email asking what happened with the money. I know it's a small amount but it's still theft when they play this game.

Their service is extremely horrible. I'm actually surprised they have an 8.2 rating. I'm actually not surprised to see others going through the same. Thank goodness it was only 20 Euro although at this stage I gave up I will actually receive my money back.

Hi, since your money was not credited to the casino account, have you tried contacting the payment provider ? It is quite possible that the problem could occur there as well. 

However, it is clear to me that it is certainly not pleasant to get no response from the casino. 

Anyway, would it be possible to try to ask and let us know how it is ? 

I have been chasing customer support. Their last reply today was that the finance team has not yet updated them after 7 days which is ridiculous. Revolut looked into the matter and they also gave me the confirmation code sent by their bank when the funds were received on the same day.

Now they told me that they sent another reminder to the finance team and will update me asap as they have limited information. No feedback after 7 days, they are either bluffing or have no idea what happened and they just don't want to admit that. I find it very hard to believe you can't track a payment when I provided the referral code.

This is actually quite a ridiculous situation. Honestly, there isn't much I can add, it would all be just delaying the inevitable. Let's face it, we have to wait for what comes next.

I'm sorry, this is how I feel about that... By the way, have we mentioned the complaint feature to you? It is a step you can take, yet it may also become quite time-consuming, I'm afraid.

You know what? Read about it here, if this option interests you:

http://www.kpvfaw.com/complaint-resolution-instructions#duration

Somehow I feel wishing you a stroke of luck is in order! ??????

I am aware about the complaint section but what's the point of opening a complaint when it will keep going round in circles? I am giving them another day to see if they get the so called feedback from finance but I think a miracle in Fatima would actually come before they actually bother to resolve the situation.

Fine, no problem; let's discuss the complaint once you really need it. Obviously, I hope this is not the case.

Yet, it's best to wait for your further progress.

I will be here!

I sent them a final email. If they don't give me a solid guarantee in 24 hours, I'm opening a complaint with you. I'm fed up with the lack of response and empty promises from their side. It's not about the money honestly because 20 Euro is a pittance. It's about the principle that this casino has most probably done the same with others.

They are taking me for a ride and I'm really pissed off at this point.

So I got one final update. They did answer and told me that I need to send my documents to the payment provider for verification. Never heard of this to be honest.

They didn't give me a contact or email to send these to. But they did say if I don't provide the documents within a period of time, which they didn't specify, the payment will be reversed back to my account.

So I'm just going to leave it as it is and one day hopefully I receive a notification that the payment has been received.

I'm tired of fighting this.

It does not make any sense! As far as I can tell, verifying the payment method (on the casino's side) is done by the verification deposit. Alternatively, when I choose to use an e-wallet, my verification would be a separate process I need to pass. But I have never heard about the version you presented.

So, how do you know where to send your documents? I'm probably lost. And I would certainly submit the complaint. This sounds like a total mess.

It does sound like a total mess. Hence why I gave up to actually try anything else. It's definitely not a legit practice and they're probably covering up their mess at this point.

I'm sorry to be persistent, but I have to say that again: I truly think the complaint is in order.

Give our dedicated Complaint Team a chance to investigate; after all you've been through lately, there's not much to lose, I'd say.

I want to and that my situation was silver long time ago. Im now playing on goslot without any problem. The only negative was the withdrawal time that is 48h BUT even that they sorted for me. I usually get paid same day now.

I appreciate your persistence. Sorry for my late reply but wanted to let you know the money has reached my account so happy days ??

That's a great feeling. I'm really glad you managed to get your money and everything worked out well. Don't worry about the late reply, we don't have a time limit here hehe. ??

If I may ask, will this casino still be the place for you to play or will you prefer to go somewhere else after this experience ? 

Hey Jaro,

I liked the casino, it had a couple of issues like logging me out randomly. I also won a good amount but given their experience with customer service, no.

Basically to explain myself better, every time they promised to get back to me, I had to chase as they never did. I was always given generic answers and never stuck to the promised deadlines. Last exchange I had with them was when they told me to verify my documents with Gumball Pay, their payment provider, which is not only illegal due to GDPR but absolutely nonsense. I was told if I don't the money would be returned to me, so I was like sure I'll wait until it expires and get my money back. Out of curiosity I checked the account and found that the money was deposited on my casino account. No confirmation whatsoever from customer service, no apology whatsoever and the bonus I had for that deposit was not given to me. I was like fine, I can't withdraw them now that they're in my account so might as well play them out. Luckily enough I won and am still waiting for the withdrawal to take place. Funnily enough as I'm writing this, I was asked for more KYC documents I had already done this process. Since now they are asking for a bank statement, even though I had to go through this hell.

No definitely not going back. I will try to resolve this to get my money and close the account. Terrible experience.