This casino can’t be real. I’ve made multiple deposits and they are very quick on taking the money so I hit a decent amount a couple weeks ago and decided to try a cash out via bitcoin. They requested additional information for identification and I submitted it. I’ve only had a couple casinos ask for this much proof and I have a lot of accounts on different sites. I was approved for my withdrawal and was told that I would have it by last weekend. Naturally last weekend came and went and there’s was no sign of them even processing my withdrawal. I’ve submitted multiple emails to support and they do not write back and I’ve contacted chat dozens of times and they just say that an account manager will contact me and they don’t have any additional information. I have never been in this situation and every other site I use have always had good luck with withdrawals. Currently when I go on chat it shows an agents name but they will not respond at all so I assume now I’m being fully ignored. And for some reason I can’t upload any photos to your site

Dear Irishaces77, 

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.

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please specify when exactly was your withdrawal approved?

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, 

Veronika

Yes and I have email proof that I was approved for verification. My deposit was made without a bonus. I was informed by the chat department on Monday the 9th that I was approved for a withdrawal and that it would be processed and paid by the next weekend which would have been the 13th thru the 15th. When Sunday came and I hadn’t seen any progress I contacted chat and they said they had no idea of the progress and that my account manager would contact me. This seems to be the only answer that they give now and I have never been contacted by this person. I have submitted multiple emails mails to the support department at [email protected] and have never received and email back. I also tried sending an email to the documents department and nothing from them either. The verification part is what really doesn’t make any sense. Why would they require multiple items to prove who you are if they have no intent on paying. I understood that I was taking a risk with this casino but I never thought I’d be in this situation.

The weird thing about this site is that they have absolutely no extra step verification process for withdrawals like every other site does. Most sites will send a 2 step verification text to your cell when doing a withdrawal and than you will receive multiple messages mails with updates. Have received nothing except on my withdrawal page it says pending which it has said since I initiated the withdrawal. The only verification I received was with the chat department on the 9th.

Update: Someone from chat has stated that a withdrawal will happen this weekend. Absolutely no verification except there word and a screenshot of the chat. I will let you know what happens.

2 days into the weekend and still nothing. I don’t know how this place has gotten any traction. I guess I’ll wait out the rest of the weekend before saying much more.

Could you please upload the screenshot of your chat with customer support here?

Please close this case and mark it as successful. I received a partial withdrawal. It wasn’t what I applied for but I am satisfied. I appreciate any help you may have done. If anything I would say that the site really needs to work on their email system and withdrawal verification.

Dear Irishaces77,

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