I am a single mother who thought I’d try my luck! I won ￡400 and after playing out the bonus I tried to withdraw….. no! They keep knocking me back and won’t release it! OH and a few minutes after I put my details for my card in, there were 3 unauthorised ATTEMPTS TO MAKE TRANSACTIONS!!

Dear carlaconnor1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions so I can understand the situation completely. Have you made any successful withdrawals before? Can you please confirm you have passed the KYC verification? Have you received any explanation from the casino about the reason why your withdrawal request keeps getting rejected? Please forward any relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I’ve checked my account and it states EVERYTHING is verified! So I have no idea why they’re not paying me! Seems they have a lot of other people who’ve had this too!

Thank you for your answer. Can you please send me the screenshot, web link, or promotional code for the bonus you played with?

They’re ask me to verify a card that I don’t have??? It looks like one i had that was stolen so the bank replaced it with a new one? But i don’t have it and obviously cannot verify that card! They do however have my card details that are linked to my bank, that match my identification!

Which payment method did you use for depositing? The casino usually wants the player to use the same payment method for withdrawal. Also, please forward the relevant communication between you and the casino to [email protected].

I'm not really sure I understand the issue with the stolen card. The screenshot you provided us with shows that you have a credit/debit card verified in your account. Is it the card that was stolen from you? Have you used it in the casino in the past?

I used the card that they have, it was used in fraudulent transactions (not by me!) funnily enough it was after I joined the site! I’ve have to get my car d blocked again from the other day because it was attempted to be used by two other sites when I haven’t been using it?! I have sent them the card number from the old card after asking my bank to send it me! They are just not being fair and trying to keep my money!

Do I understand correctly that you deposited in the casino with your old card ending with the number 8902, which was stolen from you? Have you used any other card for depositing in this casino as well?

Yes, they let me use my card which they verified!? I think I used that card when I joined but wasn’t asked to verify anything at that time?

Are you able to look at your deposit history and check if you used the card ending with 8902 for depositing in the past? Please send me the screenshots to my email. Alternatively, you may post them here.

It doesn’t show it?? That card is a couple of years old x

Dear carlaconnor1981,

has the casino accepted the bank statement you provided them with? Please let me know about any updates.

Yes I was finally paid out! Never again would I use that site though!

Dear carlaconnor1981,

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.

Kind regards,

Veronika

www.kpvfaw.com