I deposited lost then received a VIP bonus which I played and won. Made a withdraw request since Aug 15 and currently still has not been reviewed. I talked to support and they said my play and verification is in order and submitted and excellerated but still no change.

Dear johnphuu1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals from the casino in the past? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? 

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

I spoke to support yesterday and they promise me that it will be reviewed within 24 hrs. I checked the status and yes they approved it. So now I will wait another month to receive it and its ok because at least my withdraw was approved and it will be processed in 3 to 4 weeks which is their standard timeframe.

I understand your frustration.

Was there any progress with receiving your winnings, or do you require further assistance?

I'll await your reply.

Dear johnphuu1,

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.

they have paid me this week. very happy

Dear johnphuu1,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. 

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