Hello!

I have deposited 933.60 EUR today in this casino.

I have tried to make a Sportsbet and I was not allowed. It said maximum bet allowed even for the smallest amount.

Since I could not bet I have asked to withdraw my money and then they came mentioning that I have a bonus pending and if I want to cancel the bonus they will take away all my money.

And that I had to wager the bonus in the casino for 25000 EUR...

I have asked them to just allow me to take out my money since they dont allow me to bet.

Attached a print screen where it says I cannot make any bet and the transcript from the chat I had with them.

Can you please help me to get my money back?

Thank you!

Dear sebasta,

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.

• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Do I understand correctly that you didn't place any bets after you deposited?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

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,

Kristina

Hi!

Yesterday was no bonus. I could see the money that I have deposited.

But today I have the bonus with my balance so now it is 1433.6 EUR. Attached print screen.

Yes, I didnt make any bets because I couldnt even place a bet of 1 EUR. My account was immediately blocked after my deposit.

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

Hello!

I cannot attach the files by some reason so I will send by email

Best Regards,

Hello sebasta,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sebasta,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina