I made the winnings from a registration bonus and wagered it successfully. I completed my KYC verification and got an email that my account is fully verified. Additionally I made the necessary deposit for verifying my account for future withdrawals.

On 17th June 2025 I requested a withdrawal of 111€ in LTC to my crypto wallet and the status is "in progress" since then. I repeatedly contacted the support on their website but they always give the same answer - that the money was sent and I just have to wait. I waited for the timeframe of 5 days to be passed and contacted them again. Received the same answer with no money being received on my side.

They bring forward the same excuse that the payment is handled on the payment providers side but usually when withdrawals to that provider are sent they are instantly there so it's hard to believe that this is the problem.

I just wish to receive my well earned winnings. I'm not seeking any further service from this casino afterwards since the experience is so disappointing I definitely will not play there again in the future.

Dear lmni,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lmni,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika