Hello, the thing is, I deposited on Friday and won, and I wanted to withdraw at 7 p.m. I submitted a request, and now I keep getting the same response from live chat. It's being processed. We're having internal problems, etc., and email support doesn't respond at all. Unfortunately, I would find it a real shame if I didn't get my money, because every support request gets a different response. First of all, a support employee just said my selection would be paid out in 2 hours. Nothing has happened since then.

Hallo, zwar und zwar geht darum, dass ich Freitag eingezahlt habe und gewonnen habe und ich um 19:00 Uhr auszahlen wollte ich hab Antrag gestellt und jetzt kriege ich vom Live Chat immer dieselbe Antwort. Es ist in Bearbeitung. Wir haben interne Probleme und so weiter der Support über E-Mail meldet sich überhaupt nicht. Leider würde ich es echt schade finden, wenn ich das mein Geld nicht bekommen würde wollen, Weil jede Support Anfrage auch unterschiedlich antwortet. Vor allem hat eben noch einen Support Mitarbeiter gesagt. Meine Auswahl würde in 2 Stunden ausgezahlt werden. Bis seitdem ist auch nichts passiert.

Dear JasminSC,

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.

As I understand it, it won't be processed until after 14 days, right?

So wie ich das verstehe wird es ja erst nach 14 Tagen bearbeitet oder ?

Dear JasminSC,

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.

Hello, the payment arrived today, thank you for your help

Hallo die Auszahlung kam heute an danke für ihre Hilfe

Dear JasminSC,

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,

Dominika

www.kpvfaw.com