I opened my account on 01-10-2023

I requested a withdrawal of ￡350 and on 03-10-2023 I send ID, proof of address and bank card used to make deposits on the same day.

since sending the documents I did not receive a receipt for this and cannot access my account. As it is suspended so I called the customer help line. They advised my they have received the documents and my withdrawal is pending.

I have called customer services every day since the 3rd of October and on two occasions. The customer service representative has escalated my query. I have been told that by Wednesday 9th my documents will be verified and my withdrawal would be completed after calling on the 11th of October, my documents have still not been verified and I’m still waiting for a withdrawal.

I cannot access my account online as it’s suspended and every time I send an email they say they will get back to me in 14 hours but I never get a reply so I end up being on hold for up to 30 minutes every day chasing ￡350. It seems outrageous. I have been waiting 10 days for verification and withdrawal to take place.

Dear Adsnewts,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you accumulated your winnings with or without an active bonus? Have you received any explanation regarding the blocked account?

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

Best regards,

Kristina

Hello Kristina,

Thankyou for getting back to me so quickly, all my funds were accumulated with non bonus money.

the explanation behind a suspended account is just to self exclusion on another casino site I believe linked to XL casino. I was unaware a self exclusion was in place and I was still allowed to open the account deposit and wager money. Customer services said that my money will still be withdrawn to me and gave an original time frame of 5 days.

kind regards

Adam

Hello,

update from todays phone call, my documents have now been accepted and I should receive my withdrawal funds in 5 working days.

one of the slowest processes I know with other casinos paying same day or even same hour

cheers

adam

Further update, I have been sent a email to say I need to now provide further verification information. I called customer services and they said it looks fine on their end. I am waiting a call back

adam

Resolved today all money recieved

Dear Adsnewts,

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,

Kristina

www.kpvfaw.com