I MADE THE FIRST WITHDRAWAL NOF R2000 ON THE 20 OCT 2023 AND MADE OTHER 2 WITHDRAWALS R2000 AND R1000 WHICH MAKES IT ALL R5000. AND THEN MY WITHDRAWAL STATUS WAS ''PROCESSING'' WHEN I ASKED THEM VIA LIVE CHAT THEY TOLD ME THAT THEY HAVE ALL PLAYERS ARE EXPERIENCING A DELAY WITH WITHDRAWALS AND THEN I ASKED THEM IF ITS A DELAY FROM THEM OR THE BANK AND THEY SAID ITS FROM THEM AND THEN THEY TOLD ME TO WAIT.. THEY SAID I WILL RECEIVE MY WINNINGS EVENTUALLY... AND THEY WILL INFORM ME BY EMAIL ONCE THE DELAY ISSUE HAS BEEN RESOLVED... THEN TIME WENT AND I DID NOT RECEIVE ANY EMAIL OR ANY CONTACT FROM THEM.. THEN MONDAY I CHECKED MY WITHDRAWAL STATUS AND IT WAS ''SUCCESFUL'' THEN I CONTACTED THEM TO ASK IF THE DELAY ISSUE WAS RESOLVED? AND THEY TOLD ME THAT THE DELAY ISSUE IS RESOLVED AND THE MONEY HAVE BEEN SENT TO ME AND THEY ADVISED ME TO WAIT 1-4 DAYS TO RECEIVE MY WINNINGS.. THEN I WAITED UNTIL TODAY 03 NOV 2023 WITHOUT RECEIVING ANY PAYMENT OR EMAIL... JUST NOTHING... THEN I CONTACTED THEM TO ASK WHAT WAS HAPPENIG AND THEY TOLD ME THAT THEY EXPERIENCING DELAY WITH THEIR WITHDRAWALS.... TO MY SUPRISE... WAS HOW DOES THAT AFFECT ME BECAUSE THEY TOLD ME THAT MY WINNINGS WERE SENT TO ME BY MONDAY... THEN I ASKED IF ITS A WITHDRAWAL FROM THEIR SIDE OR BANK AND THEY TOLD ME THAT THEY DO NOT HAVE THAT KIND OF INFORMATION... SO THATS WHY IM WRITTING THIS COMPLAINT TO FIND ASSISTANCE

Dear Masilo,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals.

• Do I understand correctly that your withdrawal has been processed but never reached you?
• Have you received transaction tracking numbers from the casino?
• Have you received any successful withdrawals from this casino in the past?

Please understand, that bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Masilo,

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.

Hi. Please note that I have received the payment. Thank you for your time and assistance.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Masilo, for your confirmation, and please don’t 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,

Petronela

www.kpvfaw.com