Nana Casino - Player's withdrawal is delayed due to verification issues.

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.

Important notice:

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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