Good morning, I have been waiting for a withdrawal of 500 euros since April 30th and I also sent them an email apart from the reminders I do every day but everything remains stuck. I had won 10,000 euros and I played them all again because of their delay but I want to take these 500 euros home. Can you help me?

Buongiorno, è dal 30 aprile che aspetto un prelievo di 500 euro e gli ho inviato anche una mail a parte i solleciti che faccio ogni giorno ma resta tutto fermo. Avevo vinto 10.000 euro e li ho rigiocati tutti a causa del loro ritardo ma questi 500 euro li voglio portare a casa. Potete aiutarmi

Dear Franco999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Franco999,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
www.kpvfaw.com