Dear LB1234,

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.

• Could you please specify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that you didn't receive any explanation regarding this situation, or which specific rule was breached? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.

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,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

One day I logged into the casino to make a deposit and noticed on the top of the screen it said "There is a reload bonus available" or something like that. I clicked this banner and it took me to the deposit page. But I never saw anywhere to activate it other than this and did not think to take a screenshot of it at the time. It was a casino bonus since slot bets counted towards the bonus wagering.

I was told by live chat that I was being denied my withdrawal because of "abuse". I asked what this meant. They just told me to go and read their TCs. All I got was "abuse". Live chat gave me the email for the department responsible for the decision. When I asked them they never did reply.

My deposit was returned to my main account so I tried to withdraw that at least. Every time I try it says "Withdrawal temporarily unavailable" so not only have they removed winnings from my balance but they also do not allow me to withdraw what I deposited.

Thank you very much, LB1234, for your cooperation. I will now transfer your complaint to my colleague Branislav ([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.

Hello, LB1234,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated, and how can he withdraw his deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Hello everyone,

My name is Jess, and I’m the Head of the Customer Success Department.

I just wanted to inform you that the investigation has been completed. All the relevant evidence will be sent to [email protected] shortly.

Thank you for your patience.

Thank you for your email with the explanation and details, Jess and Sportbet.one Team.

Can you please look at my email regarding the matter and provide me with the requested information?

Thank you. Looking forward to hearing from you.

Hello,

I`ve sent the information you requested - please let me know if you need anything else.

Dear LB1234,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to intentional violation of the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse. Based on the provided evidence, it would likely be impossible to prove otherwise.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Thank you very much, Jess and Sportbet.one Team, for providing information and for your cooperation!

Best regards,

Branislav, www.kpvfaw.com