Hello,

I am trying to get out my winnings in Ballersbet casino.

So I won and wager the money. Then I uploaded my documents for verification. Couple days later I checked back, to find out I am unable to log in. I get this error see attachments. I contact support with there support form on the casino. Couple days later I get a reply. See attached the email what I got. They told me technical issue will be solved soon. I checked back next day and I could log in. Then I see my documents where approved so I make a withdraw of 1026 dollar.

Then I check back again couple days later to see the status of my withdraw. I get the same error again as before. Only this time I have sent 10+ emails spread out over 1 month. Nobody is replying me back.

Regards,

Jane

Dear Jane678,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

To better understand your situation and assist you effectively, could you please clarify the following:

• When was the last time you were able to successfully access your casino account?
• When did the casino last contact you regarding the login error?
• Have you tried clearing your cookies and cache, deleting your browser history, or using a different browser or device to log in?
• Have you previously made any successful withdrawals from this casino?
• Could you also provide details about the document verification process—such as which documents were required and how long the process took?

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

Best regards,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronika,

I will try to answer the questions.

When was the last time you were able to successfully access your casino account?

• That was 13 or 14 May

When did the casino last contact you regarding the login error?

• They sent me a email 12 May regarding the error, then I could log back in 13 or 14 May.
• Then 15 May I try log in back to check my withdraw status and getting the same error login, since I haven't been able to login..

Have you tried clearing your cookies and cache, deleting your browser history, or using a different browser or device to log in?

• Yes I try clearing cookies, I download Google Chrome and Brave to try and a different laptop. All same error displayed.
• 
  

Have you previously made any successful withdrawals from this casino?

• No this is the first time

Could you also provide details about the document verification process—such as which documents were required and how long the process took?

• Its been 1 month ago, but if I remember correctly, it was upload photo ID and upload proof of address, I uploaded my bank Statement. I made the account on 8 May and deposit 150 euro, I play and win and uploaded my Documents to get my account approved to make a withdraw. Then I check back 10 May to see if my documents where approved and I could not login, I keep on receiving the Login error. I contacted support about this issue and sent them a email. 12 May they sent me the email that the issue will be fixed today. I could login back the next day.

Regards,

Jane

Thank you very much, Jane678, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([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.

Hello Jane678,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BallersBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is the user's account blocked? Was there an issue with the verification process? Thank you in advance for providing us with your view of the situation. In case there is any confidential evidence, please let me know at [email protected].

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.

Dear Jane678, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.