After completing all verification requirements and successfully becoming verified, I submitted a withdrawal request on Sunday July 16, 2023 for the amount of $293 and some change. I believe they were funds in the account after successful playthrough from a bonus(live chat confirmed i had successfully completed the playthrough of the bonus) so the maximum withdrawal amount was $100. A live support chat agent told me the funds should be completed in 5 business days.

On July 21st i attempted emailing [email protected] and after never receiving a response i connected live chat support to ask where the withdrawal was. His response: "Edward Perluti: The time frame you were given was for Coindraw. You requested regular Bitcoin.

The general time frame for withdrawals is 7 business days to be approved and then another 7 to 10 business days to be sent, plus the delivery time, which may vary according to payment service providers limitations." So after realizing that the time frame totaled 21 total days, I told him I was going to cancel the regular withdrawal request and re-request with Coindraw for the shorter time frame. His response: "Edward Perluti: Don't worry you can leave it there, it will be paid in the next 72 hours, I just sent a request to expedite it."

About 70 hours later on the 24th, I contacted live support again to see why my withdrawal was still pending. After a short chat with a live support agent she transferred me to A customer support supervisor. His response: "[2023-07-24 12:21:24] [Isaac Pickman] And the withdrawal seems to be delayed. I can definitely try sending in an escalation to make sure they're aware and to process it as soon as possible." So I explained that this is not right and that the account manager had told me it would be paid in 72 hours and even convinced me not to re-request the withdrawal using the shorter time frame. He told me 72 hours, not as a suggestion or as a time frame but as a " matter of fact" 72 hours.

After a long conversation with him, and explaining how i had now been lied to twice about receiving my withdraw and that they need to stick to what the account manager had told me, and refusing to give me any contact information for higher management, this is what he told me: " [2023-07-24 13:01:31] [Isaac Pickman] I already send the request to the respective team and they're going to get back to me as soon as there's more information. I understand the agent mentioned something but I can tell you these things sometimes happen. You should be getting your money soon." That response basically translates to: "Yeah, I know you got lied to about getting paid, but that's just something that happens here. You should be getting your money soon, but I don't really care when or even if you do." This is the most unprofessional online casino I have ever dealt with and I am appalled at how they treat the people who spend their money there. The withdrawal should have been paid by the end of the 72 hours when promised from the account manager. It should have been In my account Yesterday. But from their attitude they clearly just don't care. They don't care if you get your money at all or if their customers are being treated fairly. Clearly they just don't care.

I am attaching the chats with The account manager and the CS supervisor. I have attempted twice to contact management via provided email address and have received no response.

Dear nostalgicbrew222,

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

Dear nostalgicbrew222,

Have you received your withdrawal from the casino yet?

Yes I have received it. Thank you for your help.

Dear nostalgicbrew222,

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