Dear chinaxd12,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino didn't approve your documents?
• When exactly did you create your casino account, and when was it closed?

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,

Kristina

Yes, thank you. I played slots and. I sent all the documents. But they replied no. The screenshots were approved, and I can show you the documents. They created my casino account by email. It's been a month, and I've made 3 deposits so far, the first one being 200. I paid by card, and the second 200 I paid by card. And they told me I had to do it by transfer so it would work. To make my withdrawal, I transferred 100, and it still didn't work. They closed my account today around 3 pm.

Sí gracias. Jugué tragamonedas y. Mande todos los documentos. Pero me responden que no. Fueron aprobados Capturas y puedo mostrarte los documentos que en bien por correo mi cuenta de casino la cree. Ase 1 mes Y avía echo 3 depósitos asta el momento el primero de 200. Pago targeta y el segundo 200 pago con targeta. Y me respondieron que tenía que aser ptro por transferencia para que se. Pudiera. Aser mi retiro transferí 100 y aún asi no se pudo. Mi cuenta la cerraron ase rrato hoy como alas 3 pm

I sent them screenshots of my card that I sent with the account password, and the card numbers. They validated my account with my reader ID, but they didn't validate my payment method. I sent this one, and I sent them the account statement they asked for with my information so they could validate that the account was mine and the card as well. But they told me no, that it wasn't approved.

Le envié. Capturas de mi. Targeta que envíe con cuenta clave nombre. Y con los números. Dela targeta. Mi cuenta se la validaron con mi credencial de lector, pero lo que no validaron fue mi método de pago y yo envié este y yo les envíe el estado de cuenta que me pidieron con mis datos para que se pudiera validar que la cuenta si era mía y la tarjeta también también, pero me dijeron que no que no era aprobado

Thank you very much, chinaxd12, for your cooperation. I will now transfer your complaint to my colleague Branislav ([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, chinaxd12,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have her winnings been confiscated?

What needs to be done on her side to complete the KYC process and/or withdraw her remaining balance?

If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

I sent them the last thing they told me. But they don't answer me anymore.

Les envié lo ultimo que me dijeron. Pero ya no me contestan

Because I loved them, they blocked me with a legal claim.

Que porque los ame ase con demanda legal me blokearon

Thank you for the update, chinaxd12. Do I understand correctly that the casino should pay your balance manually?

Feel free to inform us about any updates or developments.

Dear chinaxd12,

The casino representative responded to my email. Your withdrawal should have been processed.

Have you already received the payment? If not, can you please give it a few more business days and provide me with an update?

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear chinaxd12,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Branislav B, www.kpvfaw.com