My withdrawal of $1800 CAD has been pending since Dec.23. Additionally, my account has been verified long ago. I have been in close contact with the casino about the issue, but every time they just come up with excuses and tell me to wait.

Dear Thepwner,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

My account verified prior to the request of withdrawal. The casino themselves said there is nothing more to be done on my side.

Even after keeping close contact with them for so many days, they are still unwilling to pay, instead I'm only told lies and excuses.

I asked a support agent and he confidently said that the delay is on the payment provider's side. But I know from experience that my payment provider never has delays, and if the payment was sent to the provider by the casino, I would have received a notification from the provider, and the withdrawal would not have an option to reverse.

I asked my vip manager, and he said that my account was "hit" because of a withdrawal that was processed one week ago. I receive payments via email, it has nothing to my bank account. And if he is referring to my casino account, it's not really my business that they are too poor to pay $1800 , is it?

I understand that I must be more patient, but I would be more patient if they were more honest, and give the impression that they are trying to dodge the payment.

Dear Thepwner,

Please note the casino has a payment processor who is in charge of payments to their customers. It's entirely possible they are experiencing delays. I am sure that it's only a matter of time before your withdrawal will be processed. If after the 6th of January there is still no payment from the casino we'll intervene. Let us know about any news you might have.

Withdrawal has been received, thank you for your help!

Dear Thepwner,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com