I made a withdrawal request on 02/20/2023. On the 21st and 22nd they asked for the normal documents for account verification, which were validated, after that they didn't say anything and they didn't even respond to the emails I sent. I have already spoken with the chat several times where the operator says that everything is fine and to be patient.

Fiz um pedido de levantamento no dia 20/02/2023. No dia 21 e 22 pediram os documentos normais para a verifica??o de conta, e que foram validados, depois disso n?o disseram mais nada e nem respondem aos mails que eu enviei. Já falei com o chat varias vezes onde o operador diz que está tudo bem e para ter paciência.

Dear Godaonex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes it was my first withdrawal request, I didn't use any bonus. In the first few days after the withdrawal request everything seemed normal, they sent an email asking for the documents for KYC verification. Now after 14 days they do not respond to my emails and do not approve the withdrawal request. I feel sorry for this situation, because I was actually enjoying playing in this casino.

Sim foi o meu primeiro pedido de levantamento, n?o usei nenhum b?nus. Nos primeiros dias depois do pedido de levantamento parecia tudo normal, enviaram e-mail a pedir os documentos para verifica??o KYC. Agora passados 14 dias n?o respondem aos meus e-mail e n?o aprovam o pedido de levantamento. Tenho pena desta situa??o, porque até estava a gostar de jogar neste casino.

Thank you very much, Godaonex, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Godaonex,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Pribet Casino to join the conversation and aid in the resolution of this complaint.

I have just received an email from Pribet saying that the withdrawal request has been approved. As soon as I receive the money I will inform you to update the claim.

Acabei de receber um e-mail da Pribet a dizer que o pedido de levantamento foi aprovado. Assim que receber o dinheiro informo para actualizar a reclama??o.

Thank you very much for the information. I'll be waiting for an update.

I already got the money, I want to thank casinoguru, Veronika for the help, and Pribet casino for sorting everything out so well. Thanks

Já recebi o dinheiro, quero agradecer ao casinoguru, Veronika pela ajuda, e ao casino Pribet por ter resolvido tudo a bem. Obrigado

Dear Godaonex,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

Kind regards,

Veronika,

www.kpvfaw.com