Good Day,

Unfortunately, I have two complaints:

1. The casino has imposed a wager on the deposit (x3). I have already rolled over my last deposit of 800.00 (2400 wager) with nearly 7000 euros. I have informed the casino, and I was told there was an error that would be corrected, but sadly nothing has happened and the 800.00 euros are currently still being deducted from my balance of 9000.00 euros.
2. Regrettably, I can't seem to successfully complete my KYC as the casino has not reviewed my documents for days...

I request your assistance.

Best Regards

Guten Tag,

ich habe leider zwei Beschwerden:

1. Das Casino hat einen Wager auf die Einzahlung (x3). Ich habe meine letzte Einzahlung 800,00 (2400 Wager) schon umgesetzt mit knapp 7000 euro. Das Casino habe ich informiert und mir wurde gesagt es ist ein Fehler der behoben wird aber leider passiert nichts und die 800,00 euro werden mir aktuell noch abgezogen von meinem guthaben 9000,00 euro.
2. Leider komme ich nicht weiter meine KYC durch zuführen, dass Casino prüft einfach meine Unterlagen nicht seit tage...

bitte um Hilfe.

MFG

Dear teenagemutants808,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Which games have you played in order to achieve the necessary wagering requirement for your deposit?
• When was the last time you were in contact with casino support and what did you discuss?
• Do I understand correctly the casino deducted the deposit from the amount of winnings?

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,

Tomas

Please be aware: At www.kpvfaw.com, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Good day,

I have submitted the following documents:

• passport
• Selfie with passport
• Proof of address (bank statement)

transmitted on 18.04.2023

I played slots.

last contact 19.04. I was told that they cannot tell me when my KYC will be processed and not even

a rough time is given because we don't know.

My problem with the wager could not be solved and would have to be passed on to another department.

Exactly the deposit is now deducted from withdrawable winnings

9000.00 but I can only withdraw 8200.00.

Thanks for the help

Guten Tag,

ich habe folgende Unterlagen eingereicht:

• Reisepass
• Selfie mit Reisepass
• Nachweise Adresse (Kontoauszug)

übermittelt am 18.04.2023

ich habe slots gespielt.

letzter Kontakt 19.04. dort wurde mir gesagt man kann mir nicht sagen wann mein KYC bearbeitet wird und nichtmal

eine grobe Zeit angegeben da man es nicht wei?.

mein Problem mit dem wager k?nne man auch nicht l?sen und müsste es an eine andere Abteilung abgeben.

Genau die Einzahlung ist nun von auszahlbaren Gewinn abgezogen

9000,00 aber ich kann nur 8200,00 abheben.

danke für die hilfe

In case your verification is still not complete, please share your communication with the casino regarding the issue. Send emails or chat transcripts to my email at [email protected], or post screenshots here

Dear teenagemutants808,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.