Good morning

Premise that:

• I have sent all the necessary documents for verification
• i never played bonus fund
• it is not a matter of timing in processing withdrawals

I initially attempted to withdraw via bank transfer but all withdrawals were rejected by the operator.

Later they made me open an E-Wallet and I was able to withdraw the sum of 1250 euros.

Despite this every time I try a withdrawal again (I have 4000 euros left to withdraw)

this is always rejected by the operator.

the service keeps telling me that there are technical problems.

can you help me, thanks!

Buongiorno

Premettendo che:

• ho inviato tutti i documenti necessari per la verifica
• non ho mai giocato fondo bonus
• non si tratta di una questione di tempistiche nell’elaborazione dei prelievi

inizialmente ho tentato di prelevare tramite bonifico ma tutti i prelievi sono stati rigettati dall’operatore.

In seguito mi han fatto aprire un E-Wallet e sono riuscito a prelevare la somma di 1250 euro.

Nonostante questo ogni volta che ritento un prelievo (mi restano da prelevare 4000 euro)

questo viene sempre rigettato dall’operatore.

il servizio continua a ripetermi che ci sono problemi tecnici.

potete aiutarmi, grazie!

Dear normangc,

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

Case solved successfully.

Caso risolto positivamente.

Dear normangc,

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,

Kristina

www.kpvfaw.com