I made a withdrawal on March 19th, but it has been pending since then and I'm just being told that there will be delays.

Ich habe am 19.3 eine Auszahlung gemacht, doch seit dem steht sie in Bearbeitung und ich werde nur vertr?stet das es zu Verz?gerungen kommt.

Dear Julia95,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Julia95,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I was asked on Tuesday to cancel the withdrawal and reissue it due to an alleged "bug." Apparently, it's been fixed now, and I should receive my money in 2-3 business days, as stated on the website. It remains exciting.

Hallo ich wurde am Dienstag gebeten die Auszahlung zu stornieren und neu anzuweisen wegen eines angeblichen ?Bug". Angeblich sollte es jetzt behoben sein und ich wie auf Website angeben 2-3 Werktage mein Geld erhalten. Es bleibt spannend

Dear Julia95,

If you have requested a new withdrawal, you will have to wait 14 days again.

Please let us know in case the money would arrive or in case it would take longer.

Looking forward to hearing from you.

Regards,

Nick

I applied on April 1st at 9 p.m., but unfortunately it hasn't been processed yet. I'm constantly being told to be patient.

habe es am 1.4 um 21 Uhr beantragt , bisher leider keine Bearbeitung. Ich werde st?ndig nur vertr?stet ich solle Geduld haben .

To this day, there's been no change; absolutely nothing is happening. I'm slowly running out of energy.

Bis heute keine Ver?nderung , es tut sich rein gar nichts. Ich bin so langsam mit meiner Kraft am Ende.

Thank you Julia95 for all the information provided so far. I will now forward your complaint to my colleague Martin ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Julia95,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Malina Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Julia95 can expect her withdrawal to be processed?

Thank you very much for your effort, I hope that the casino will be cooperative soon.

Vielen Dank für ihre Mühe , ich hoffe das dass Casino zeitnah kooperativ wird.

I keep getting the same standard message over and over again: they're working on it, but there are delays, and I should be patient; my money is safe. I'm not hearing anything else: no progress on the payout...

auf Etliche Nachrichten bekomme ich immer wieder die selbe Standard Nachricht sie w?ren dran aber es komme zu Verz?gerungen ich solle Geduld haben mein Geld w?re sicher. Was anderes bekomme ich nicht zu h?ren keinerlei Fortschritt bei der Auszahlung …

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, I just received my money, thank you very much

Hallo habe soeben mein Geld erhalten tausend Dank

Dear Julia95,

We're glad to hear that your issue has been dealt with. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

www.kpvfaw.com