The player from Ukraine had deposited approximately $1,500 at Betnuvo Casino and had attempted to withdraw $150 to $200 multiple times, all of which were cancelled. Despite having sent all the requested documents, the casino support team started ignoring him. We had attempted to contact the casino for clarification and resolution but received no response. Consequently, the complaint was closed as 'unresolved,' negatively impacting the casino's rating.
Betnuvo Casino - Player’s withdrawals has been delayed.
Black points: 109
Amount: $422
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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5 months ago
Translation
Dear Casino GURU! Betnuvo Casino is not paying out my funds! I deposited approximately $1500! I did not take any bonuses! I played slots and placed bets on sports! I sent all the documents they requested. I tried to withdraw $150 or $200. They canceled my withdrawal requests 5 times!!! Now, the casino support team is simply ignoring me! Please help me withdraw at least some of my own funds! Thank you!
Automatic translation:
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5 months ago
Dear xray200,
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 how long ago you registered your account?
- Have you had any successful withdrawals from this casino in the past?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Translation
I registered on 05/29/2024. There were no successful withdrawals. They never confirmed the withdrawal.
Automatic translation:
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5 months ago
Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hello, xray200,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.
Dear Betnuvo Casino team,
Could you please explain the player's situation in more detail? What steps should the player take to complete the KYC and/or withdraw his disputed funds?
If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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5 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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4 months ago
Dear xray200,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
In case of any questions or updates from the casino, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
