I did an withdrawal request 3 july and it’s still pending. I have wrote to the live chat several times and I get the same answer everytime that they will contact the payment department and i’ll recieve answer on mail soon. I have waited and still no mail.

Dear Emmanot,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Now I Can’t sign in and see my status om my pending withdrawal. It says "restricted access - not available in your country".

I did my withdrawal 3th july and still no money on my account.

Do I understand correctly that you are now unable to access the casino website?

Did you have any similar problems in the past? Can you please confirm that you do not use a VPN or other IP masking software?

I can access the casino website now. I’m still struggling with live chat every day and still no money. It says pending. Last week they told me that "Your withdrawal will be reviewed till the end of the week according to the information we have."

I have wrote again to the live chat and all answers I get is "I can see that my colleague has forwarded this issue to the relevant department.

We are waiting for the update and we will email you as soon as we receive it."

I get that answer almost everytime and never recieved A single mail.

Thank you very much, Emmanot, for providing all the necessary information. I will now transfer your complaint to my colleague Endri ([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.

I have finally recieved my money. 18 days later!

Hello Emmanot,

Thank you, for confirmation and for using the Casino Guru complaint resolution center. I am very glad you have received your funds.

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. 

Best regards, 

Endri, www.kpvfaw.com