I signed up with this casino at the end of May.

I deposited $300 using the 100% deposit bonus. My playing balance in slot games was about $2500, so I met the withdrawal requirements.

After completing the identity verification, I requested a withdrawal.

I was then asked for additional documents, including my pay slip and proof of bank deposit into my cryptocurrency wallet.

I submitted three months worth of pay slips.

The deposit into the virtual currency wallet was made through a private transaction, so there are no bank documents or the like.

I explained this to the casino, but they said they couldn't withdraw the money without those documents.

I am not satisfied with the fact that they are refusing to withdraw funds because they are asking for documents that I cannot provide.

I would like some help in withdrawing my money.

5月末頃にこちらのカジノに登録しました。

100％の入金ボーナスを使用して300ドル入金しました。スロットゲームで遊び殘高が2500ドルほどで出金條件を満たしました。

本人確認(rèn)を完了させた後に出金申請(qǐng)をしました。

その後追加書(shū)類(lèi)として給與明細(xì)と銀行からの仮想通貨ウォレットへの入金を証明する書(shū)類(lèi)を求められました。

給與明細(xì)は3ヶ月分の書(shū)類(lèi)を提出しました。

仮想通貨ウォレットへの入金については相対取引を行ったため、銀行書(shū)類(lèi)などはありません。

そちらをカジノ側(cè)に説明したのですが、そちらの書(shū)類(lèi)が無(wú)いと出金できないと言われています。

出せない書(shū)類(lèi)を求められ出金拒否されており、納得できません。

出金するために手伝ってもらいたいです。

Dear tasukun,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Joy Casino. Please understand that KYC is a crucial and essential process, during which the casino ensures 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 takes KYC lightly, and it might take a few working days to complete this thorough process.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• What documents have already been approved and verified?  
• What exact payment method did you use to submit a withdrawal? Was it the same as for making a deposit?
• Can you please explain what you meant by private transaction?  
• Do you have a bank statement to prove how you topped up your cryptocurrency wallet to deposit into the casino?

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

Best regards,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I only played slot games.

The license has been submitted and approved.

Both deposits and withdrawals are made in virtual currency.

A direct transaction is a cash transaction with a virtual currency exchange company, specifically, where you hand over cash on the spot and have the virtual currency transferred to you. This is a direct exchange of cash, not a transfer, and is therefore legal.

Therefore, there are no cryptocurrency-related bank statements.

スロットゲームだけをプレイしました。

免許証を提出して承認(rèn)されています。

入金、出金ともに仮想通貨です。

相対取引は仮想通貨交換業(yè)者との現(xiàn)金取引で、具體的にはその場(chǎng)で現(xiàn)金を渡して仮想通貨を送金してもらう取引です。これは振込ではなく現(xiàn)金の直接的なやり取りであり、合法の取引です。

よって仮想通貨関連の銀行明細(xì)書(shū)はございません。

Dear tasukun, can you please specify the name of the virtual currency wallet you used?

Could you forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here.

Thank you in advance.

This is MetaMask wallet.

I am depositing in USDT.

I have forwarded it so please check.

メタマスクウォレットです。

usdtで入金しています。

転送したので確認(rèn)お願(yuàn)いします。

Thank you very much, tasukun, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you tasukun for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joy Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!