Dear elmanhacizade1,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience regarding the blocked account and withheld winnings.

In order to better understand your situation and investigate the matter with the casino, we kindly ask you to clarify a few points:

• When exactly was your account blocked, and what was the last message you received from the casino’s support or security team?
• Could you share the full text of the explanation they provided, specifically referencing "Article 2.10"?
• You mentioned that you played Aviator and Pragmatic slots. Did you ever use any bonuses or promotional offers, or was all your gameplay from deposited funds only?
• Have you been informed whether your case has been reviewed by a specific department (e.g., risk, fraud, or responsible gambling team)?
• Have you ever shared your account, device, or internet connection with anyone else who might also be using the same casino?

If you have any relevant documents, such as verification emails, transaction records, chat logs, or screenshots showing your gameplay, please forward them to [email protected] so we can examine the case more closely.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear elmanhacizade1,

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.

Hello, thank you for your reply. I only played on the main deposits, never used bonuses. Yes, there were visits from other devices, but this is my personal one, I can also open it on my computer and on my phone, too, on one Aviator, on the other, play slots. I have all the correspondence with the security service, they have been mocking me for 4 months. Before the check, I had already passed verification twice to avoid payment, they presented article 2.10, but why should I present this article? I was a VIP player until I won, I lost 200,000+ every time I deposited from 3,000 to 10,000 dollars, and I spun the slots, which costs from 100 to 1,000 dollars, is it normal that I won so much, I have all the screenshots, all the correspondence from the security service, but this is in Russian and in Azerbaijani. I won more than 800,000 dollars, they did not pay, then they helped me from Uzbekistan, they started to pay a little, but then they asked for verification again, and then I lost a large part of the amount on the balance when 375,000 dollars remained, like 637,000 AZN in Azerbaijani currency. They tormented me so much, then 2.10 article was presented, now I will send you what they sent

Hi,

Thank you for your detailed response and for sharing more information about your situation.

I would like to kindly point out that, up until now, I have not received any of the communication you mentioned — such as the email correspondence with the casino’s security team or the screenshots you referred to. In order for us to properly review your complaint and take the next steps, we do need to see this evidence.

Could you please forward all relevant emails, screenshots, and documentation to [email protected] as soon as possible? This will help us better understand what happened and assess whether the casino acted fairly based on their terms and policies.

Thank you again for your cooperation.

Dear elmanhacizade1,

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.

Hello,

Thank you once again for your detailed explanation.

To proceed further with our investigation, we kindly ask you to forward the exact selfie photo you previously submitted to the casino during the verification process. Please send it to [email protected].

I must be honest with you — based on the seriousness of the claims and the very large balance involved, we need to verify every element of your case very carefully. The materials provided so far raise some concerns, and receiving the original verification photo will help us better evaluate the situation and understand how the casino may have assessed your identity check.

We appreciate your cooperation and hope to review all the necessary details soon.