so first they cancelled my winnings cause I played a restricted game (which are not locked) so they gave me back my initial deposit. Then when I won again they said they were unable to pay back to my visa card and I need to take wire transfer (however card withdrawal minimum is $100, wire transfer is $350). They say my visa BIN is not listed with them so should they not add it to their list??? Here is what they told me: Not all cards are actually supported for online withdrawal and this is due to the bin of the card that is issued by the card issuer or the bank.

Unfortunately your card is one of these cards. Alternatively you can request for withdrawal through Bank Transfer method.

They advertised payment by visa, and its the same card that I deposited with. Is there anything I can do??

Dear Kirsty,

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. Was it your first withdrawal in this casino, or you have collected winnings successfully in the past? Please understand, that variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers and bank restrictions, all have a major influence. Maybe one of the e-wallets, such as Bitcoin, would be a good option for you. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account.

Please try to contact the casino and find a payment method that would be suitable for both of you. Meanwhile, keep me updated and if there’s no development, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

yes its my first withdrawal. There were only two options available "visa" or "wire transfer" which have the limits of $100 and $350 respectively. I did not see a bitcoin option. I am happy to wait for a while to see how this progresses. I have asked them if they can add my BIN to their list as its a major australian bank and they say they cater to Australian players.

Thanks for looking at this issue for me.

regards

Kirsty

Dear Kirsty,

I will keep this complaint opened until your confirmation about a successful withdrawal. Please let me know when you’ll receive your winnings. Thank you in advance.

Hi There, so I gave up on credit card withdrawal after giving three cards and none of them were able to be paid to I played again and got my funds up to enable a wire transfer. I entered this and they sent me a "congratulations" email, then requested a bank statement (which I was not really happy about providing) and promptly put my funds back into my account. I asked why and they said because I had not provided statement (which I sent the same day they requested). I have re-requested my wire transfer and been told it takes up to 5 business days (which means 5 days of course) to review my statement and the 48 hours to process. I therefore ask that this be left open until I get some response from them. I will keep you posted, but imagine that the bank I bank with will be "not suitable" for them to transfer to. Thanks muchly. Kirsty

I can only imagine your frustration Kirsty. I will leave this complaint opened as long as it’ll be needed. Let’s stay positive and wait for good news and winnings. I will set the timer for 14 days and expect your update in the following days.  

I am pleased to announce that my $400 hit my bank account today. I got notification on Friday that it had been processed, and to allow 5 working days, and it was paid Monday. I am still wary as they do not do withdrawal by visa to major australian banks, and the wire transfer limit is $350 which is little high I think. Thanks for your co-operation. Kind Regards Kirsty

Thank you very much, Kirsty, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there's anything else we could help you with? Thank you in advance for your reply.

yes, complaint resolved. Full payment received. thanks muchly. Kind regards Kirsty

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Kirsty for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com