Hello, I won $2000 in this casino. On September 30th, I requested a withdrawal to my Bitcoin wallet and submitted the necessary verification documents. My account is verified, but I haven't received my money yet. According to the casino's statements, withdrawals should take up to 48 hours. However, when I contact chat, they apologize for the delay, stating that they are not responsible for payment processing and that they have forwarded the issue to their financial team. This has been happening daily. They keep reporting their financial team is overwhelmed and will process the withdrawal as soon as they can.

Здравствуйте, в данном казино выиграл 2000$. 30 сентября сделал запрос на вывод средств на биткоин кошелёк и отправил документы для верификации. Мой аккаунт верифицирован. Но деньги до сих не вывели. Хотя вывод средств по их заявлениям занимает до 48 часов. В чате отвечают, что извините за задержку, чат не отвечает за обработку платежей и что они передали это финансовой команде. И так изо дня в день. Пишут что у них загружена финансовая команда и вывод средств будет обработан как только они смогут.

Dear Laaavo,

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 Laaavo,

Have you received your withdrawal from the casino yet?

Hello, no

This is the answer I received

Здравствуйте, нет

Вот какой ответ получил

Thank you for your reply, Laaavo. Have you made any successful withdrawals before? Is the withdrawal request still marked as pending in your casino account?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

I wrote an email because for some reason there were difficulties with loading images (apparently I wanted to upload too many)

Написал на почту, потому что тут почему-то возникли сложности с загрузкой изображений (видимо слишком много загрузить хотел)

Thank you very much, Laaavo, for your cooperation. I will now transfer your complaint to my colleague Natalia ([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.  

Hi Laaavo,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Spintornado, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's withdrawal request has been pending for such a long time?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address [email protected].

Looking forward to hearing from you!

Best regards,

Natalia

Hello, the money has been received!

Thank you

In principle, I like the casino, if they solve the problem with withdrawal of funds, then it will be a wonderful casino!

Здравствуйте, деньги получены!

спасибо

казино в принципе мне нравится, если решат проблему с выводом средств, то вообще замечательное казино будет!

Dear Laaavo,

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,

Natalia

www.kpvfaw.com