The player from Germany attempted to withdraw €156.56 from Nana Casino but faced issues with KYC verification due to a technical error. Despite receiving conflicting information from support agents and confirmation that the payment had been processed, the transaction status remained "Pending" after over 72 hours, and the casino ceased communication. His account was later blocked without a clear explanation, and he reported that he could no longer access his account or the withdrawal status. We closed the complaint because he confirmed that he had requested a chargeback for deposits made to the casino, which made it impossible to continue handling the withdrawal dispute under our policy.
Nana Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Other
Amount: €156
Nana Casino
Safety Index 5.9 Below averageCase summary
Discussion
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1 month ago
On September 14, 2026, I requested a SEPA withdrawal of €156.56 on Nana Casino. My account verification (KYC) could not be completed via the mobile web portal due to a technical error (black screen). Consequently, I submitted all required KYC documents directly via email to operations@nana-casino.com.
On September 16, 2026, I received an official acknowledgment of my email request (Ticket ID: [475JXK-6GZZY]). During live chat sessions on September 17, support agents (Jinx, Freya, Harrow) repeatedly gave conflicting statements. Agent Jinx explicitly confirmed that the payment was "already processed and on its way" and would arrive "later today." However, the transaction status in my casino account remained unchanged on "Pending."
When confronted with screenshots of the "Pending" status, the support shifted their statements, claiming KYC verification takes up to 48 hours. More than 72 hours have now passed since my withdrawal request, and the casino has stopped responding to my inquiries.
I request Casino Guru’s assistance in urging Nana Casino to process my account verification and release my pending payout of €156.56 immediately. All screenshots of the transaction history, chat logs, and email correspondence are attached.
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1 month ago
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.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Daludi,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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1 month ago
Translation
Hello Kristina,
Thank you very much for the feedback.
I would like to inform you that the situation has worsened: When I tried to log into my account today, I discovered that Nana Casino had completely blocked my player account ("Your account is blocked. Please contact our support team").
Live support is refusing all communication and is no longer responding. I no longer have any access to my account or the status of my €156.56 withdrawal.
This is not just a delay, but an unjustified account suspension including the withholding of my funds. A screenshot of the login error message is attached to this message.
I therefore kindly request that you review the case prematurely due to the account suspension.
Best regards
Daludi
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1 month ago
Hello Kristina,
Thank you for your update.
I would like to inform you that I have sent a formal legal final notice to the management and compliance department of Nana Casino today (September 24, 2026). In this notice, I set a strict deadline of 5 business days (until October 1, 2026) for the release of my pending withdrawal of €156.56.
If the casino fails to respond or process the payment by the end of this deadline, I will provide you with the email correspondence and proof of delivery so that it can be factored into the case evaluation.
I will keep you updated as soon as I receive a response.
Best regards,
Marcel (Daludi)
Nothing works anymore.
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1 month ago
Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
- Do I understand correctly that you have not yet received any explanation regarding the blocked account from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here.
Thank you in advance for your reply.
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1 month ago
TranslationHello Kristina,
Thank you for your feedback. Here are the answers to your questions:
Games: I mainly focused on slot machines (slots).
Bonus: The bets and winnings were made without an active bonus.
Account suspension & correspondence: The casino has not yet given me a concrete explanation or reason for the account suspension. I have already forwarded the existing email correspondence to your email address ( kristina.s@casino.guru ) forwarded.
Thank you so much for your support!
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4 weeks ago
Thank you for the update. Could you please clarify what you reported to Revolut as fraud and whether you requested a refund or chargeback for any deposits made to Nana Casino?
Also, I haven't received any emails from you yet. Can you please forward everything to me again? Make sure you use my correct email address: kristina.s@casino.guru. Thank you.
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3 weeks ago
Thank you for your clarification. Based on your confirmation that you requested a chargeback for deposits made to Nana Casino, I must close your complaint.
I understand your frustration with the delayed withdrawal and blocked account. However, requesting the reversal of deposits used for gambling is not an appropriate way to resolve a withdrawal dispute. Under our complaint-handling policy, I cannot pursue the complaint further, even though Revolut rejected your request and no funds were returned.
I’m sorry I cannot offer further assistance with this case. Thank you for your understanding.
Best regards,
Kristina
