I made a withdrawal request on 01.10. KYC verification was already done months ago due to another payout. Since then, the casino has made no effort to transfer the €5000 to my account. The support provides no information, under the premise that this is a different department that cannot be contacted in general. They will note my withdrawal to be processed with high priority. I received the same answer, almost word for word, from both German and English live support. I sent an email directly to the Payment Team. Again, the support team responds, word for word, with the same answer.

Habe am 01.10 einen Rückzug beeantragt. KYC-Verifizierung schon vor Monaten wegen einer anderen Auszahlung durchgeführt. Seit dem keinerlei Anstalten seitens des Casinos, die 5000€ auf mein Konto zu überweisen. Der Support gibt keinerlei Auskunft, unter der Premisse, es handle sich hierbei um eine andere Abteilung, die man auch generell nicht kontaktieren k?nne. Es werde eine Notitz hinterlegt meine Auszahlung mit hoher Priorit?t zu bearbeiten. Selbe Antwort fast Wort für Wort, sowohl beim deutschen als auch beim englischen Live-Support. Habe eine eMail direkt ans Payment-Team gesendet. Wieder schreibt der support zurück, wieder Wort für Wort, die selbe Antwort.

Dear philm,

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

Dear philm,

Have you received your withdrawal from the casino yet?

No, I have not received a message nor the money.

Nein, ich habe werder eine Nachricht noch das Geld erhalten.

Thank you for your reply, philm. Do I understand correctly that you have made successful withdrawals before? Could you please post a screenshot of your withdrawal history here?

Have you accumulated your winnings with or without an active bonus?

Yes, I have already successfully withdrawn €650. That was in April. here is a screenshot.

No, I played without any bonus.

Ja ich habe bereits 650€ erfolgreich auszahlen lassen. Das war im April. hier ein Screenshot.

Nein ich habe ohne jeglichen Bonus gespielt.

Successful payout in April.

Erfolgreiche Auszahlung im April.

If its more convenient for you, we can also continue this conversation in english.

The money has just arrived in my account. Thank you for the effort.

Das Geld ist gerade auf meinem Konto angekommen. Danke für die Mühe.

Dear philm,

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.

Best regards,

Kristina

www.kpvfaw.com