Betnuvo Casino - Player’s withdrawals are delayed.

Hi

Every withdrawal I have attempted has been rejected. I now have €2500 pending withdrawal. It's been rejected twice already even though I have email confirmation that my account is verified and I am able to withdraw funds. I am speaking to live chat and they are not responding (half an hour I've been waiting for a reply).

Dear haylz1922,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please confirm that you passed the full KYC verification with all your identity documents?

How many times have you attempted to withdraw your winnings? Have you received any email or error notification after your withdrawal requests were rejected?

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

I tried to withdraw last month 6 & 7th June and I eventually received an email (24 hrs later) to tell me the proof of address I had supplied was out of date. So I submitted a new one and received email confirmation that I was verified.

I then lost the winnings. I have since deposited several times. Yesterday (28th June) - I won an tried repeatedly to withdraw funds of varying amounts. Each time rejected. No reason or explanation why.

I have emailed and reached out to live chat. No reply to my email and live chat left me waiting for over an hour. The chat disconnected before I got any response. Since the chat I have tried 3 more times to withdraw funds. I have tried to withdraw to 2 different debit cards (both previously used to deposit)

I also have emailed additional KYC documents for the 2nd debit card (as there is no facility to do this on the website) - again no reply.

Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Dear haylz1922,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.