I have made a request for withdrawal on the 7/9/2023. During the whole process of the withdrawal my request was declined three times. First, it was due to rollover. That happened not much later after I asked for the withdrawal. Second time was due to not being able to withdraw with visa because casino stated "anti-banking rules" from Visa and/or update of their system. Two representatives said two different things regarding the reason of Visa failure. Third time, withdrawal request failed after a day in pending due to KYC failure on Skrill. Representative said that the URL from the page was not visible( in their Terms, nothing is mentioned on how to take the screenshot). After that my withdrawal is in pending state. Yesterday after another communication with the representatives, one of them told me that the financial department is currently reviewing my withdrawal - Few hours later i contacted them again to ask. That time, the representative told me that they have no direct communication with that department. In contradiction to the previous representative, i showed them a transcript that they do had some communication. Then they told me that they the financial department left them a note. The funny story is that whenever the withdrawal failed it was rather fast( 1 day max) whereas when I took care of the errors, the pending withdrawal is still in this state for 10 days.

Dear ytdmh6dtz8,

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

13 days and still not received anything with same excuses. I really hope we can invite a casino representative to give us an update because i had enough with unprofessionalism

Dear ytdmh6dtz8,

Have you received your withdrawal from the casino yet?

Yes i got them. Please close the complaint

Thank you

Dear ytdmh6dtz8,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

www.kpvfaw.com