I made a withdrawal request on January 7. I did not receive the funds, I cannot cancel the withdrawal. They don't answer e-mails, they also ignore them in the chat

Dear Elisabet031,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Reel Fortune Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Dear Tomas,

Yes, I have had several successful withdrawals in the past.

I did not pass KYC verification because there is no section for uploading documents on the website, and I also did not receive any requests from the casino team. They just ignore me. I played without a bonus

Dear Elisabet031,

Could you please share a screenshot of your withdrawal request?

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

Thank you very much, Elisabet031, 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 Elisabet031,

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 now contact Reel Fortune Casino outside this complaint thread and let you know any new information once I receive it.

Thank you in advance for providing the information.

Dear Elisabet031,

I have been in contact with Reel Fortune Casino representative and was told that the casino is closed. However I brought them up the issue with your withdrawal. I was told that the issue should be processed in a few days, So hopefully, it will.

Should you have any news (you received money), please let me know so that I can mark this complaint as resolved.

Should I have some news, I will let you know as well.

Dear Elisabet031,

I have some good news. I was told today, that Reel Fortune Casino has either already paid the money to you, or will today.

Will you be so kind to check it and let me know when you receive the money? I very appreciate it.

Good afternoon! I didn't receive the money.

But I received a letter from the casino asking me to clarify the wallet address

Dear Elisabet031,

thank you for the info. Could you please tell me when did you receive the message from the Reel Fortune Casino? Did you send to them requested information? If so, please let me know when.

Thank you in advance

Dear Martina,

I received the money this morning.

Thank you for your help.

Dear Elisabet031,

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,

Martina

www.kpvfaw.com