Hello,

I won 2500 GBP, sports betting on tennis and basketball no bonuses involved or anything.

My account was already verified having submitted a photo of my passport when I opened the account a few months ago and I have made multiple withdrawals before with no issue however they were for smaller amounts.

Everytime I attempt to withdraw they reject the request and return the money to my balance clearly in the hope that I will gamble it away.

So far I have given them my passport, my driving license, a photo of my debit card, and my bank statement and everytime my withdrawal still gets declined because they ‘need more verification’.

Now they are telling me that I am not allowed to withdraw via Bitcoin even though this is advertised as a withdrawal method and I have withdrawn through it before. On their website it says the maximum Bitcoin withdrawal is 6000gbp I am only trying to withdraw 2500.

Dear Luc7777,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please specify which documents you submitted were approved and which haven't?

Has the casino offered any alternatives for you to withdraw your winnings? Please forward your recent communication with the casino to my email address at [email protected]

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

Best regards,

Tomas

Hello all the documents were approved.

The casino are now refusing to fulfill the withdrawal in Bitcoin despite it being a valid withdrawal method on their site. See attached screenshots. When I withdrew a large win on one of their sister sites they left me 65 euros short and claimed it was because of fees from the payment processor. This is why I insist we do the withdrawal via Bitcoin because the fee is $1-$2 and there is no payment processor.

This is so unfair i won this money on Monday and it’s now Friday. They still just reject every withdrawal for no reason just hoping that I gamble the money away.

4 days since I won the money and they haven’t even attempted to send it to me despite me requesting withdrawal 100 times. I even complied with their ridiculous demand that I’m not allowed to withdraw in Bitcoin and have to withdraw via bank transfer they still reject the withdrawals

So I still have the balance of ￡2500 on my account however it’s obvious they are stalling the withdrawal waiting for me to start playing again and lose the money. Therefore to thwart their tactics I went on a live chat and requested that they exclude my account. However according to the live chat agent if I self exclude that means I lose all the money that is on the account.

now they are accusing me of violating their terms and commiting fraudulent activity? All I did was deposit play the games completely fairly and then request a withdrawal. I have only one account I play from a legal region and I provided all the verification documents that they asked for

I would like to emphasize that our forum www.kpvfaw.com deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if your only focus is betting on sports.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly.

We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear Luc7777,

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.

Hi

a lot of the money was won on slots. Also there was no dispute about the money won via sports bets the casino were just finding other ways to delay the withdrawal.

in the end I agreed to receive the money via bank transfer but for some reason they sent the money in euros despite the withdrawal request being for ￡2000 this resulted in my bank charging a conversion fee.

Thank you for the update. I am glad to hear the casino processed your withdrawal.

Do I understand correctly the accusations against you were dropped?

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If the casino's internal currency necessitates sending the money in a different currency unfortunately there is nothing we can do.

You might request the casino to refund you the amount lost due to conversion fees, however, this is not a common practice, nor we can ask the casino to grant you this refund.

Please let me know if there is anything else we might help you with. I'll await your response.

Hello,

Yes they were just stalling the withdrawal waiting in the hopes that I would gamble the money away. As soon as I requested the self exclusion they then proceeded to allow the withdrawal.

Can I clarify that the reason I ask for a refund of the conversion fees is this.

My account on the site is in gbp. I had a balance of 2000gbp. I requested a withdrawal for 2000gbp to my bank account which is in gbp. They then sent the money in euros? This doesn’t seem right. If they had just sent it in gbp there would be no fees.

Thank you for the clarification. Under these circumstances, the casino won't be able to offer the option of a refund as I suggested earlier.

I am sorry but we are powerless to ask the casino to refund you the currency conversion fees, nor we can penalize them if these kinds of fees were subtracted from your payout.

Since your winnings were paid out, and your account self-excluded we have no option but to consider the issue 'resolved', with the disputed amount adjusted from the initial 2500 pounds to 1981 pounds.

I would like to call your attention to our Self-Exclusion Assistance Tool http://www.kpvfaw.com/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

I will now proceed to close the complaint.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com