Hi, I've been waiting for 20 days for the casino to respond to my problem, I made a deposit of 75EUR, I ended up losing my entire balance, I deposited another 500EUR, I also ended up losing my entire balance and finally I deposited another 100EUR and decided to withdraw 117EUR, however I I owed 1124EUR in wagering requirements "1x the amount deposited", but I asked before my last deposit if the previous requirements would be added, as soon as my balance was at 0.00EUR, and was told that it would not be added, it turns out that it really wasn't It should have been added up, but even so, I'm not sure if something is being done about my case or if all the accounts are also, erroneously, adding up the wagering requirements.

Dear denilson781,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you activated any bonus offer when placing your last deposit?
• Have you activated any promotional offers in the past?
• How much was your active balance when you placed your last real money deposit?

If there’s any relevant communication, please forward it to [email protected].

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

yes, the first deposit I received a bonus

my account balance on my last deposit was 0.00EUR

Could you please forward any relevant communication between you and the casino along with your game history to [email protected]? Thank you in advance.

I've already sent it, it's been 26 days, and I always contact you via chat to ask for a solution

Thank you, denilson781, for your reply. I have checked the casino's terms and conditions, and this is what I found (here):

3.3.5. Each player's deposit must be wagered twice before account money could be withdrawn without fees. It means that player must make bets for amount of not less than deposit amount multiplied by two. If a player requests a withdrawal before deposit wagering requirements have been met, withdrawable money will suffer 10% fee.

Could you kindly inform me if your most recent real-money deposit of €100 met this criteria?

I have not yet met the requirements of the last deposit, as I was informed before that the wagering requirements of the last deposits were added to the current deposit

Hi, I managed to solve the problem, thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, denilson781, for your confirmation, and please don’t 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,

Petronela

www.kpvfaw.com