Good morning,

I registered in this bookmaker with all my data, I placed a bet of 200€ at an odd of 3, I ended up winning and withdrew my winnings on 06/08/2025, the next day without any news, I went to the chat to find out what the estimated time was, they asked me for documents which I sent, this was already on 06/10/2025 they said that after sending the documents they would process the payment in 24h.

On the 11th there was no news, on the 12th there was no news, so I went to the chat again and they said I had to send new documents with photos of my face holding a piece of paper with the account number, I did this and sent the documents.

The next day, June 13th, I still haven't received my withdrawal request.

On June 14, I went to the chat again and asked why I hadn't received my withdrawal, and the assistant assured me that I would receive it by the end of that day.

Today, June 15th, I haven't received it, I go to the chat and the assistant says that they are late with the payments.

The deposit was made by Neteller and so was the withdrawal request.

This is getting very suspicious... I would ask for your help!

Bom dia,

Registei-me nesta casa de apostas com todos os meus dados, efetuei uma aposta de 200€ numa odd de 3, acabei por ganhar e levantei os meus ganhos no dia 08/06/2025, no dia seguinte sem qualquer noticias, fui ao chat perceber qual era o tempo estimado, pediram-me documentos os quais enviei, isto já no dia 10/06/2025 disseram que apos o envio de documentos iriam processar o pagamento em 24h.

Chegamos ao dia 11 nenhuma noticia, chegamos ao dia 12 nenhuma noticia, ao qual fui ao chat novamente e disseram que tinha que enviar novos documentos com fotografias da minha cara a segurar um papel com o numero de conta, fiz isso e enviei os documentos.

No dia seguinte dia 13/06 continuo sem receber o meu pedido de levantamento.

No dia 14/06 desloco-me novamente ao chat e pergunto porque ainda nao recebi o meu levantamento, o assistente garante-me que iria receber no final daquele dia.

Hoje é dia 15/06 nao recebi, desloco-me ao chat e o assistente diz que est?o com atrasos nos pagamentos.

O deposito foi feito por Neteller e no pedido de saque também.

Isto come?a a ser muito suspeito... pedia a vossa ajuda!

Dear samthakid,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear samthakid,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear samthakid,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika