The player from Germany faced issues with his withdrawal requests after winning €1,500 and attempting multiple payouts of €700, all of which were canceled. Following a long verification process and the submission of documents, he continued to wait for his payout despite being informed that it would be prioritized. The Complaints Team had reached out to the casino for clarification and extended the response time, but due to a lack of communication from the player, the complaint was ultimately closed. The player retained the option to reopen the complaint in the future.
Sushi Casino - Player’s withdrawal is delayed with canceled requests.
Amount: €2,950
Sushi Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
2 months ago
Translation
Hello, I'm having problems with the payout. On March 30th, I won around €1,500. On April 11th, after a long verification process, I finally paid out the first €700. I then put €700 back into the payout and left the rest to play with. On Tuesday, I won the max win of €2,000 in Rat King for 20 cents, and since then, nothing has happened with the payout. I have a total of four payouts of €700 that just keep getting canceled. When I write to support, they say they need more documents to verify me. I then uploaded the same documents as with the first payout, plus a picture of me, my ID card, and my elbow. Then they said I was verified, and on April 22nd, all payouts were canceled because they still needed proof of payment, which I had already uploaded three times. Now I have all the documents and I'm still waiting, even though customer service told me my payout request would be given priority.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Gedanken25,
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.
- Could you please list which documents you have already provided for proof of payment, and when exactly you sent the last one?
- Could you please share evidence supporting your complaint, such as the contradictory communication from 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.
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2 months ago
Translation
I uploaded my ID card for the address, a bank statement and a proof of payment. 700 euros were paid out on April 11th and after that all payments were cancelled because of KYC. I uploaded everything again just like before + selfie and an unredacted bank statement and since then I have been waiting again. I wrote to support again this morning but I am still waiting.
Edited
Automatic translation:
Public
Public
2 months ago
Translation
Another 700 euros were paid out today 2 weeks after the last payout
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thanks for the update.
- Could you please specify how much is left for you to withdraw?
- Have you requested a new payout? How much are you able to request at a time?
Public
Public
2 months ago
Translation
2000 are still being paid out
Yes, I requested a new payout directly on Monday after the payout but it has not been processed until today
I can pay out a maximum of 700 per day and 3500 per week, which is not possible because every payout has to be processed again every day.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you very much, Gedanken25, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([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.
Public
Community & Complaints Administrator
Public
1 month ago
Dear Gedanken25,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Sushi Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Sushi Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Public
Community & Complaints Administrator
Public
1 month ago
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.
Public
Community & Complaints Administrator
Public
1 month ago
Dear Gedanken25,
Could you please advise us if your case has been addressed by the casino already?
Otherwise, I will try to contact them outside of this thread as well.
Thank you.
Respectfully,
Romi
Public
Community & Complaints Administrator
Public
1 month ago
Dear Gedanken25,
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.
Public
Community & Complaints Administrator
Public
4 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Romi
www.kpvfaw.com
