Good afternoon,

This is the second time I've had problems with this casino. The first time was two or three months ago, when I spent almost a month trying to withdraw about €1,500 and had to turn to CasinoGuru for help.

However, I still had some balance left, and now, after deciding I didn't want to play on their website anymore, I requested another withdrawal for the remaining amount (€440). It's been 9 days and I still haven't received the money, and everything is starting to feel a lot like the last time I tried to cash out.

I hope you can help me like last time. I've attached a screenshot.

Greetings and thank you.

Buenas tardes,

Ya es la segunda vez que tengo problemas con este Casino. La primera vez fue hace 2-3 meses cuando para retirar unos 1,500€ estuve casi un mes y tuve que recurrir a CasinoGuru para que intermediase.

No obstante, todavía me quedaba algo de saldo y ahora, después de decidir que no quiero jugar más en su web, solicité otra retirada de fondos con la cantidad restante (440€). Ya van 9 días y no he recibido el dinero y todo se empieza a parecer demasiado a la anterior vez que intenté cobrar mi dinero.

Ojalá puedan ayudarme como la otra vez. Adjunto captura.

Un saludo y gracias.

Dear Jabixo,

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 Jabixo,

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.

Good afternoon,

I haven't received the money. Every time I try to ask via chat, they apologize and tell me I have to wait. They don't offer any solutions.

All the best.

Buenas tardes,

No he recibido el dinero. Cada vez que intento preguntar por el chat me piden disculpas y dicen que tengo que esperar. No me aportan ninguna solución.

Un saludo.

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

Dear Jabixo,

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,

Veronika