I have deposited money numerous times and wanted to withdraw now. I completed the verification process, but instead of getting my money, I was blocked without receiving any communication.

ich hab schon mermals geld eingezahlt wollte jetzt auszahlen hab die überprüfung gemacht und anstatt mein geld zu bekommen wurde ich geblockt ohne jegliche nachricht

Dear michaelmaertsch,

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. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

Also, do I understand correctly that you have not received any explanation from the casino regarding this situation?

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

Dear michaelmaertsch

Can you please provide your account ID in order to investigate?

Thank you!

Hello michaelmaertsch

We see the root of the issue. Happy to inform, the account is now unlocked, you may continue using our services, as long as respond whether you have a gambling addiction.

Kind regards

Hello everyone,

Thank you both for your replies.

michaelmaertsch, can we now consider this case resolved?

Yes, everything has been clarified and you can close the case

Thanks for the help

ja es wurde alles gekl?rt und sie dürfen den fall schliesen

danke für die hilfe

Dear michaelmaertsch,

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,

Kristina

www.kpvfaw.com