I have been playing here at this casino for less than a month. When I first created my account I redeemed a welcome bonus HOUSE200 which was for $200 free chip. This occurred on 09/26/23 I had won and requested for withdrawal. I had to fully complete the identity verification processs. Which was sending a photo copy of front and back of my document along with a selfie with me holding my I'd. I also had to complete a deposit verification deposit so the casino can verify that the wallet address belongs to me. I was completely verified that same exact day so a withdrawal request was made, but unfortunately it was denied because the casino said that there were multiple accounts under my name that I wasn't aware of until my daughter had admitted to creating them. So my issue is that at that time when I made my withdrawal request it only took about an hour tops to find out that it has been denied. Today I had made a deposit of $49.00 lost and then requested a free bonus which I was given $25 in free chip. Well I won soon made my withdrawal request tell me why all of a sudden in not verified and I needed to submit my document s again but it clearly says and has been saying on my account that my documents were approved and I am fully verified as if 09/26/23. But the casino claims that I had never given them my documents yeah ok. Not to mention if that was the case and I wasn't fully verified then why am I not required to make another verification deposit? That would be because I am fully verified. Now they are once again expecting for me to wait 5 days or longer to receive my winnings when this entire process was already done. I have made at $400 promote in deposits since I have been playing here. So if and when I receive my winnings I probably won't be playing here anymore.

Dear Kaym6897,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's not usual. Yes I do understand that all casinos are different, but unfortunately I play and have been playing at four other casinos and when it came to my first withdrawal the entire verification process only takes up to five business days in which three of them I only had to wait three days the other one was two days. Once your verification process is fully verified and your first withdrawal is successful then any feature withdrawals from then on are paid out within 10 minutes. So you guys are nothing but a joke. First of all What is the point of making a verification deposit if you guys are just going to turn around and lie and say I never provided my wallet address when I clearly did. Second my account game play identity verification and payment verification was all approved when my first withdrawal was denied. But yet when I go request my second withdrawal it has been nothing but excuse after excuse. I never turn in identity documents this and that when for one not only did I receive a email stating that I am fully verified and good to go, but it also clearly showed on my account. 7-10 withdrawal process is another joke I made my request on 10/03/23 a request for approved wasn't out in until 10/18/23 and that request wasn't approved by a supervisor until 10/31/23. No to mention I am expected to wait another 7-10 businesses days just to receive it big huge joke. It surly doesn't take two weeks or longer for you to receive my deposits. I'm sorry I can understand the 7-10 approval process, but 7-10 days for lplayers to receive there winnings is not okay. You guys make it very evident that you are trying to avoid paying players. Your quick to take our money but not quick to pay. That's a really good way to lose players and keep in mind that it takes for players like myself and others to keep the casino up and running it obviously takes money to make money . And at this rate with a lot of the rude and very argumentative staff it's not worth playing here anymore I have made a little over $500 in deposits and haven't even been playing here for two months and you call this customer service no thank you. Not to mention the unprofessional supervisors that what to lie by telling players what they think they want to hear and we find out different and being it up in chat all of a sudden we are the liars no thank you. So let's see how far this goes and Good luck.

Dear Kaym6897,

Have you received your withdrawal from the casino yet?

No I have not received it yet . I was told that they don't have control over the processing time frame but I am not an idiot. Lol

Thank you for your reply, Kaym6897. Did the casino allow you to use this account after duplicate accounts were identified? Were they all created in your name?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Yes the casino is allowing me to use this account. And I wasn't aware of the other accounts in the first place until they had informed me about them. No they were obviously not created by me they were created by my daughter as she thought it would be okay until I explained to her that it's not and why. Do to the multiple accounts found is the whole reason why my first withdrawal request was denied. They had also mentioned that I was in violation of the casinos terms and conditions, so I asked if I am still able to play or am I going to be banned. They said no I can continue to play I just needed to make a deposit which I did for $50 and made several other deposits. I am sorry I didn't save any chats with the casino as I wasn't aware that I would have needed to. This is the first time that I have ever had an issue with a casino. As I continue to reach out to them regarding my withdrawal I just keep getting provided with misleading information it's so ridiculous. I get told if it will be sent to you today or tomorrow. Or I will get told that it was expedited which is obviously not true either because it's going on four days. Then they try to clear it up and say that no the approved process for my withdrawal request was expodited and no it wasn't because the approval was past the 7-10 day timeframe which they try to say that it wasn't when it clearly was because they kept making excuses claiming that they were missing documents and my Bitcoin address which is a total lie because I had to provide all the documents and payments address even though the first withdrawal was denied so on top of a verification deposit.i was fully verified which is exactly why I am constantly saying that there is absolutely no reason for this if I was already fully verified. No to mention if it wasn't for me reaching out I would have never known about them claiming that they are missing information. I didn't get a email or anything. I have also sent emails that I need get a response from I have emails that I sent back in Aug that's till haven't received any response. I am totally fed up with this and trying to be patient but I am sorry I can totally understand the 7-10 day timeframe to verify that the withdrawal is good. But not an additional 7-10 to send the payment talking about how it's there payment processor system they have no control over it. They can't stop it or speed it up or anything like that m I am not an idiot it the casino that sends me payment which it's sent whenever they feel like it and that's if it even gets sent. Like I said it's now day 4 as they claim that they are still within the timeframe no I am done with this send my payment and stop trying to avoid paying players

Do I understand correctly that you didn't save the conversation in which the casino confirmed you can continue using your account?

Also, could you please post a screenshot of your withdrawal history here in this thread?

Dear Kaym6897,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Withdrawal has been received you may close this complaint thank you for your help and support.

Dear Kaym6897,

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,

Kristina

www.kpvfaw.com