I requested a withdrawal of €500 on May 2, 2025. All withdrawals before and after that were approved and posted. The above-mentioned withdrawal was not posted to my account, and I also sent bank statements. I'm constantly being put off.

Ich habe am 02.05.25 eine Auszahlung von 500 Euro beantragt. Zuvor und auch danach wurden alle Auszahlungen genehmigt und verbucht. Die o.g. Auszahlung wurde nicht bei mir verbucht und ich habe auch Kontoauszüge gesendet. Ich werde andauernd hingehalten.

Dear Rondixio87,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I was told by the casino that the withdrawal had already been approved and paid out.

I sent bank statements and confirmed that the money had not been credited to my account.

I have repeatedly requested that the transfer confirmation be sent to me so that my bank can investigate where the error lies.

However, for whatever reason, this receipt was not made available to me.

Mir wurde seitens des Casinos gesagt, dass die Auszahlung bereits genehmigt wurde und ausgezahlt wurde.

Ich habe Kontoauszüge hingeschickt und best?tigt, dass das Geld nicht bei mir verbucht wurde.

Ich habe ?fter nachgefragt, dass mir die überweisungsbest?tigung zugestellt wird, damit meine Bank nachforschen kann, wo der Fehler liegt.

Mir wurde aber dieser Beleg aus welchen Gründen auch immer nicht zur Verfügung gestellt.

Dear Rondixio87,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Rondixio87,

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, I have received the money. You can now close the complaint.

Hallo, ich habe das Geld erhalten. Somit k?nnen Sie die Beschwerde schlie?en.

Dear Rondixio87,

We're 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,

Dominika

www.kpvfaw.com