My initial request was on 11/6/2023 for $1800.00 via wire transfer. After not hearing anything, I contacted customer service on 11/16/2023 who then said that I needed to email the information that I had provided when I requested the withdrawal. I complied, but the email was "un-deliverable". So, I emailed all the information to 2 other emails that I found online. I still heard nothing.

On 11/22/2023 I contacted them again via live chat and was informed that they could not do a wire transfer to my bank (which they could not say why, and I had already verified with my bank that they accepted international wire transfers). They asked me to resubmit my request with another bank. Unfortunately, they said that it couldn't be a joint account, yet my only other account IS a joint account so I couldn't use that. So, the rep suggested that I change my withdrawal request to a check withdrawal. I had to cancel the initial request, and start the process all over again.

So, that's what I did on 11/22/2023 - canceled request & re-requested. I contacted live chat once again on 12/1/2023 to get a status update and was told that they couldn't process a check, that I needed to request a wire transfer.

I really feel something shady is going on & they don't want to send this money to me. I'm attaching several documents to validate my claim. Thank you for any & all help you can provide.

Janet

Dear janetschuhart,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the 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. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Can you let me know if you have received information about any alternative methods, such as e-wallets?
• Has your account been successfully verified in the past?

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

Best regards,

Petronela

Hi! Thanks for responding so quickly! ??

No alternative methods of payment were ever discussed or offered. I'd even try to figure out how to do the Bitcoin thing if that was possible....

Although I have never requested a withdrawal before, every document they've requested has been validated & verified.

Oh! One thing I forgot in my initial post was that on the 22, when I cancelled the wire withdrawal & changed it to a check withdrawal, I requested $1,500 instead of $1,800 - I figured I'd play a bit since I'm not eligible for any of the promotions while the withdrawal is pending.

Thank you very much, janetschuhart, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, janetschuhart!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Pavel -

Thank you! Please let me know if I can provide any other details!

janet

Greetings all,

We have reviewed the situation and it appears that our 3rd party payment providers are not able to provide payment to the bank in question. A different account would need to be provided in order to use wire transfer for the requested withdrawal. Bitcoin should be an option but the casino account must have a recent Bitcoin deposit in order to qualify.

Best wishes,

Lucky Legends

Thank you for your prompt response. I will look into opening a Bitcoin account. Once I make the $10 required deposit, what is the time frame for receiving the withdrawal request funds?

I have made a Bitcoin deposit (see screenshot for verification). What do I need to do now???

janetschuhart, now you can try to withdraw using your Bitcoin address.

I have made a withdrawal request on 12/12 and am waiting for approval.

Greetings all,

Thank you janetschuhart, if you could please confirm your Bitcoin address for us here we will see what can be done to proceed on your behalf.

Best wishes,

Lucky Legends

Nick -

My Bitcoin address is: 1DgeyuA8HgP9nFpkwkXw2Mt14zStd663r3

Thanks!

is there any update? I have not heard anything, nor received any payment.

Greetings all,

I have added the confirmed Bitcoin address to your account and I'll see what I can do to move things forward for you here janetschuhart.

Best wishes,

Nick and Lucky Legends

Thank you, Nick. Do you have an estimated time frame of when I will hear something?

Janet

Hi, janetschuhart!

If you have already had your account verified and security checks for the withdrawal done, it should not take very much time to process your withdrawal. But, given that now are holidays, it can be a little delayed. However, I still hope that you get them as soon as it is possible.

Merry Christmas!

Pavel

Thank you. It is showing that the request for withdrawal was approved on 12-22. So, hopefully I will see the funds soon.

Hi, janetschuhart!

Has there been any progress with your withdrawal?

Hi Pavel!

No, there has not been any response yet. According to my calculations the payment should be made by January 5, as that is the maximum business days allowed from December 22.

My account is no longer showing a withdrawal pending, but there has not been a deposit to my Bitcoin wallet.

Thanks for checking!

FUNDS HAVE BEEN RECEIVED!!!!!

Thank you all for your help & cooperation!!! I can finally pay some bills & splurge on myself!!

Again, thanks!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, janetschuhart, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

www.kpvfaw.com