Betnuvo Casino - Player's withdrawal requests are repeatedly rejected.

I am submitting this complaint regarding Betnuvo (betnuvo.com) for repeated rejection of withdrawals and failure to pay my verified balance.

My Betnuvo account is fully KYC verified (ID, bank card, proof of address accepted).

I currently have a verified balance of €2,226.41. I have attempted multiple withdrawals via different methods, including Bank Transfer (IBAN) and debit card. Every withdrawal attempt has either been rejected or left pending and later rejected, with no clear explanation provided.

Betnuvo support has not provided any meaningful written response despite repeated contact attempts. Live chat gave contradictory guidance and stated that the "address" field is actually where payment destination details must be entered (IBAN for bank transfer / card details for card withdrawal). I followed this instruction exactly, but my withdrawals were still rejected.

This appears to be an intentional obstruction of withdrawals. I am requesting CasinoGuru’s assistance to obtain a written explanation and full payout of my balance (€2,226.41).

Evidence attached: withdrawal history showing repeated rejected withdrawals, KYC verification screen, UK players encouraged through testimonials and chat transcript instructions.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions for clarification.

• Have you made any successful withdrawals from this casino so far?
• Which payment methods have you used to deposit funds into this casino?
• Have you contacted customer support via email to discuss your withdrawal issue or to ask for possible solutions?
• Would it be possible for you to select or use a different payment method for withdrawals?

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 Veronika,

Thank you for your reply. Please see answers below:

Have you made any successful withdrawals from this casino so far?

No. I have not received a single successful withdrawal from BetNuvo.

Which payment methods have you used to deposit funds into this casino?

I deposited using debit card (Halifax).

Have you contacted customer support via email to discuss the withdrawal issue / solutions?

Yes. I have contacted support repeatedly via email ([email protected]

) regarding the withdrawal rejections and payout delay.

My account is fully KYC verified, but I have not received replies to my last multiple emails.

Would it be possible for you to select or use a different payment method for withdrawals?

Yes. I have attempted withdrawals using multiple methods:

Debit card withdrawal → rejected

Bank transfer (IBAN) → rejected

Crypto (BTC) → rejected

Despite KYC verification and multiple withdrawal attempts, BetNuvo has not provided any valid explanation for the repeated rejections.

Please let me know if you need any additional evidence (screenshots, transaction history, KYC confirmation, emails).

Kind regards,

Joseph (UK)

BetNuvo username: jka1988

Thank you for your comprehensive response.

Before we proceed with the investigation, I kindly ask you to forward all email communication between you and the casino’s customer support related to the withdrawal of your winnings. Please send the correspondence to [email protected]. Thank you for your cooperation. I look forward to your reply.

Hello jka1988,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru