Hello, I tried to withdraw from this casino.

The gaming experience was not convincing, which is why I wanted to use my bonus as quickly as possible.

After this was reached I tried to cash out.

I suddenly had to verify myself.

But the whole thing didn't go smoothly.

After I was successfully verified, I wanted to withdraw and now I also had to verify my address.

After all that back and forth, I was glad to have everything done.

So I cashed out and waited.

Now I've been waiting for my payout since February 17, 2025...

This can't be true...

I was repeatedly informed that it was delayed.

Below I've attached my history with the casino. (Unfortunately, I can only attach five screenshots.)

LG

Hallo ich habe versucht bei diesem Casino auszuzahlen.

Das Spiel Erlebnis war nicht überzeugend weshalb ich so schnell wie m?glich meinen Bonus umsetzten wollte.

Nachdem dieser erreicht war versuchte ich auszuzahlen.

Ich musste mich pl?tzlich verifizieren.

Das ganze hat aber nicht reibungslos geklappt.

Nachdem ich dann erfolgreich verifiziert war wollte ich auszahlen und musste jetzt auch noch die Adresse verifizieren.

Nach all dem hin und her war ich froh jetzt alles erledigt zu haben..

also habe ich ausgezahlt und gewartet.

Nun warte ich seit dem 17.02.25 auf meine Auszahlung….

Das kann doch nicht wahr sein..

Ich wurde immer wieder darauf hingewiesen das es sich verz?gert.

Unten habe ich den Verlauf von mir und dem Casino angehangen. (Leider kann ich nur 5 Screenshots anh?ngen)

LG

Dear xJeremy57,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with the withdrawal. To assist you effectively, could you please provide us with some additional information? Here are a few questions that would help clarify your case:

• Am I correct in understanding that you passed the full KYC verification, including the verification of your address?
• When was the last time the casino communicated with you regarding the status of your withdrawal?
• Have you received any specific reasons from the casino for the delay in processing your withdrawal?
• What types of games did you play? Were they slots, live casino games, or did you bet only on sports?

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,

Veronika

Dear xJeremy57,

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.

Yes, I passed the verification.

about 2 months ago

They say there are delays, but my payment is already in.

(it should be here in a few days, they have been saying for months)

I played normal games like Book of Dead.

LG

Ja ich habe die Verifizierung bestanden.

vor c. 2 Monaten

Es hei?t es g?be Verz?gerungen. Aber meine Auszahlung würde schon vorliegen.

(in ein paar Tagen sollte es da sein hei?t es seit Monaten)

ich habe normale Spiele wie Book of dead gespielt.

LG

Thank you very much, xJeremy57, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear xJeremy57,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite WSMCasino representative to join this conversation.

Dear WSMCasino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello everyone.

I would like to directly apologise to the player for the withdrawal not being processed quickly as expected after the KYC verification.

There was an internal agent mistake that is now fixed, and the withdrawal was accepted and went through now.

The issue/complaint is now fixed/resolved.

Thanks,

WSM Casino Team.

Dear xJeremy57,

Could you please confirm, you have received the withdrawal?

Thank you.

Dear xJeremy57,

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.

Payout is in, thanks for the help!!!! ??

Auszahlung ist da danke für die Hilfe!!!! ??

Dear xJeremy57,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

www.kpvfaw.com