Good morning, as you know I am not usually one to complain, I hope you can help me because I made a withdrawal of 410 US dollars approximately 8,100 Mexican pesos, here the problem is that at the time of making the withdrawal I entered my correct Bitcoin address but it does not appear under my transactions and the money disappeared, I had used the casino before and this had not happened to me, I do not know what they did with my withdrawal, I attach screenshots that I cannot see the withdrawal under transactions as well as my last blackjack games since I was on a roll and had money, I was in your chat for more than half an hour and nobody helps me! Also I sent an email, please I do not want this to get worse, also with the last round ID you can see what my last game was and how much I had

Buenos dias, como ustedes saben yo casi no soy de hacer quejas, ojala me puedan ayudar por que hice un retiro de 410 dolares americanos aproximadamente Uno's 8,100 pesos mexicanos, aqui El problemas es que al momento de hacer El retiro ingrese mi direccion de Bitcoin adecuado pero no me aparece bajo mis transacciones y desaparecio El dinero, yo ya habia usado El casino antes y no me habia pasado esto, no se que hicieron con mi retiro, adjunto capturas de que no puedo ver El retiro debajo de transactions al igual mis ulitmos juegos de black jack ya que estaba en racha y tenia dinero, estuve en su chat por mas de media hora y nadie me ayuda! al igual mande correo, porfavor no quiero que esto pase a peores, al igual con El ultimo ronda ID pueden ver que fue mi Ultimo juego y cuanto tenia

Dear Gabrielcortes17,

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 Gabrielcortes17,

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.

Dear Gabrielcortes17,

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.

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,
Nick
www.kpvfaw.com