Hi. My withdrawal is delayed. It has been in process since 30.07. In the first days support stated that it could take maximum 5 banking days but it was not processed yet.

Now casino is not taking any responsibility stating that my withdrawal was processed and now it's upon external PSP. They also said that they cannot influence the process anymore.

Please help.

Dear Nishnianidze,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear Veronika,

Thank you for approving my complaint.

The KYC verification was successful and I have done several withdrawals of lower amounts which were credited in 1 day.

As for today it's the 10th calendar and 7th banking day I am waiting the withdrawal. The 14th day will be on Saturday and I will update you. I would appreciate if the post will be open meanwhile.

Best regards,

Of course, the complaint will remain open.

Dear Player

According to our records, the transaction was completed on 11.08.2023 11:23:19 (UTC)

Can you please confirm the money was received?

Also, you've applied for a gambling limit, would you like us to close your account permanently?

Thank you!

Dear Nishnianidze, please let us know if you received your winnings. Thank you.

Hi, I received the winnings.

Thanks

Thank you for your answer. Would you like to discuss the closure of your account as suggested here by the casino representative or may I close this complaint as resolved?

Hi, no 6 weeks break is Okey. Thank you very much Veronika. You can close the complaint.

Dear Nishnianidze,

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,

Veronika

www.kpvfaw.com