They simply do not want to verify my account and therefore I cannot withdraw funds. I need to verify the address box, and I have already uploaded 3 different bank statements and they deny it. Support tells me to contact them by email. I contact them by email and upload more information, but no one answers either. It's a scam.

Dear aguslp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Has the casino indicated which documents are valid as proof of address?
• Did the casino specify any particular requirements for the documents?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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.

Dear aguslp,

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.

Good morning, Tomas. Sorry for only replying now. I've had a few complicated days. I'll tell you everything now and email you the files.

I've provided various bank receipts, and they've all been rejected for over a month now. These receipts have always been accepted at other casinos. But I stopped trying because I assumed I'd been scammed. I tried to contact the casino via email to find out what I could send or to ask for help in some way, but my message was completely ignored, and online support hasn't spoken to me.

Thank you very much, aguslp, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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 aguslp,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to ask you whether there are any alternative documents you can provide to the casino if needed? I would also like to invite the Winsmania Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Is there an issue with the documents aguslp provided? Alternatively, can you give us some guidance on how to proceed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear aguslp, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.