Dear apps221,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to warn you that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted. If the money got lost during the transaction, it’s going to take some time before it’s credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

No this is not the first deposit. Even after this I I have done deposit and it went through. I have contacted the stake and they are reviewing it. Currently my account is in withdrawal mode. I can’t bet, deposit or withdraw that’s a concern

Today the weekly bonus was issued about 90 USD but I can’t claim it in my currency INR. The only option to claim is crypto currency where as in previous weeks I have claimed weekly bonus in INR. They not allowing to claim bonus or bet in INR.

I completely empathize with your frustration, apps221. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 15 days, making it a month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear apps221,

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,
Kristina
www.kpvfaw.com