Hello,

I played at this casino using the first deposit bonus and successfully completed the wagering requirements. I also provided all the requested documents, which were submitted via email to the KYC team.

All my communications with the casino have been through live chat, where I have repeatedly asked for updates regarding my withdrawal. However, I continue to receive empty promises that my withdrawal will be processed within 24 hours—yet after 14 days, nothing has changed.

The casino has confirmed via live chat that my account is fully verified and that they have received all necessary documents. Despite this, my withdrawal remains unprocessed.

I would appreciate your assistance in resolving this matter as soon as possible.

Thank you.

Dear melenadocs,

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.

What method did you choose for your withdrawal (e.g. bank transfer, e-wallet)?

Have you received any specific reasons from the casino for the delay in processing your withdrawal?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Hello,

Withdrawal made to ETH crypto.

No, there is no any explanation why it is delayed. They just stall the payment.

They dont reply to email. Live chat is useless.

Dear melenadocs, have you received the money?

I have not received any emails from you.

Hi. Nothing paid, please check screenshot of the live chat:

Also I forwarded to you last email from Nummus Financial.

Best regards.

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

Dear melenadocs,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Nummus Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello,

We want to assure everyone that we have reached out to the player and are currently waiting for her response so we can move forward. We understand her concerns and are committed to resolving this matter as smoothly and promptly as possible.

Best regards,

Pamela

Customer Care Specialist

Thank you so much Pamela for getting involved! It′s highly appreciated!

Dear melenadocs, should you have some new information regarding your withdrawal, please let me know!

Thank you!

Thank you for your reply Pamela. Please, be informed that I have just sent you email reply.

Great!

Dear melenadocs, once Pamela responds, please give us an update.

Sure.

Still waiting reply from casino.

Dear Player,

We would like to sincerely apologize once again for the inconvenience you have experienced. We understand how important it is for you to receive your withdrawals in a timely manner, and we deeply regret the delays that have occurred.

We are pleased to inform you that your withdrawal request will be processed this week, and we are working diligently to ensure that this is handled as quickly and smoothly as possible. Your patience and understanding during this time have been greatly appreciated, and we truly value your continued trust in us.

If you have any further questions or need assistance, please don't hesitate to reach out to our support team. We are here to help and ensure that your experience moving forward is a positive one.

Thank you once again for your patience and understanding. We remain committed to providing you with the best service possible.

Kind regards,

Thank you Nummus Casino for the update!

Dear melenadocs

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Melenadocs,

We’re pleased to inform you that your withdrawal has now been successfully processed.

We sincerely apologize for the delay and any inconvenience this may have caused. We understand how important timely payments are, and we truly appreciate your patience and understanding throughout this process.

If you have any questions or need further assistance, please don’t hesitate to reach out to our support team — we’re always here to help.

Thank you once again for playing with us, and we look forward to seeing you back soon.

Best regards,

Thank you Nummus Team for an update!

Dear melenadocs

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear melenadocs,

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.

I got my winnings, thank you very much for help. Have a great day!

Dear melenadocs,

I am so glad to hear that your issue has been resolved. 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, please 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,

Martina Bennett

www.kpvfaw.com