Dear rinisaputra310, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at W88.com Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you ever logged into your account from a public network (e.g., public Wi-Fi in libraries or shopping centers)?
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia 

Hello Natalia,

Thank you for your response. Please find my answers to your questions below:

1. No, no one else from my household or using the same internet connection has created an account at this casino.

2. I have never logged into my account from a public network such as a public Wi-Fi in libraries or shopping centers.

3. I have not yet passed the KYC verification process.

4. I accumulated my winnings without using any active bonus.

Please let me know if you need any further information. I hope this helps you continue with the investigation.

Best regards,

Rinisaputra310

Thank you very much for your reply, rinisaputra310. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear rinisaputra310,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
www.kpvfaw.com