The player from the United Kingdom was unable to withdraw money after submitting KYC documents the previous month. Although three different utility bills and bank statements were provided on June 26th, Betnuvo had not responded or verified the account, despite daily assurances from live chat. The Complaints Team had made multiple attempts to engage the casino, but due to its lack of cooperation and absence of a valid license, the complaint was marked as 'unresolved'. The player was advised to consider casino reviews and ratings for future engagements.
Betnuvo Casino - Player’s withdrawal has been delayed by KYC verification.
Black points: 368
Amount: €2,200
Betnuvo Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.6
Betnuvo Casino has a Safety Index of 1.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 weeks ago
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4 months ago
I have been requested to provide my KYC documents before withdrawing. I submitted these last month, but my proof of address was rejected. I then provided 3 different utility bills/bank statements to cover all my bases on the 26th June via email but have had zero response from Betnuvo. I have contacted live chat every day since and they assure me that my account will be verified by the end of the day, however it never is. I've still not had a response since they rejected my first proof of address on the 25th of June.
I am convinced that betnuvo have no intention of verifying my account or letting me withdraw my balance. I haven't taken advantage of any bonuses.
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4 months ago
Hello hass95,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betnuovo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Hi this has been ongoing since the 8th June. I submitted my selfie with ID and my passport photo which both were verified. I was then asked to take a photo of the front of my passport (with it closed, even though there’s no unique identifier) and for a paper based proof of address on the 19th June. The passport cover photo was approved on the 25th June, but they rejected my proof of address. I then resubmitted proof of address on the 26th June with 3 different bills. I have heard nothing from Betnuvo via email despite emailing them almost everyday about why my account hasn’t been verified. I have spoken to live chat who just tell me to wait for an email from Betnuvo support. Of course the email doesn’t come.
I did warn Betnuvo several times that I would be making a public complaint if they would not respond to me.
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4 months ago
Hello hass95,
We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick 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 Nick will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Thank you hass95 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello hass95,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Betnuvo Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
