Nix.bet Casino - Player believes that their withdrawal has been delayed.

On 4 August 2025, I made a Bitcoin withdrawal of €1,800 from Nixbet. As of today (August 7, 2025), the withdrawal remains pending without any clear explanation or timeline.

I had previously contacted Nixbet’s VIP manager, Johan, via email (on 30 July 2025) to request compliance information concerning the Travel Rule.

As my 4 August withdrawal is still pending, I engaged in a live chat with Johan on 6 August, which I have attached for your review. The conversation confirms that:

• The finance department has allegedly forwarded my request to the payment provider.
• Johan could not (or would not) name this provider.
• No documentation has been provided.
• There is no estimated timeframe for when the provider will respond or when I will be paid.
• Nixbet refuses to consider an alternative payout method, such as a bank transfer, despite this being technically possible and previously used for deposits.

As a VIP player, I find this lack of transparency and the constant deflection highly unprofessional. Previous (BTC) withdrawals were processed promptly, which makes this sudden delay and opacity very concerning.

I hope that Casino Guru can intervene and mediate the release of my funds as soon as possible. I am happy to provide additional documentation or verification if needed, but I require cooperation from Nixbet to comply with my wallet provider’s Travel Rule obligations.

Thank you in advance for your time and effort.

My email to Johan from Nixbet dated 30 July 2025:

 __________________________________________________________________________

On Wednesday, July 30, 2025 at 03:47:28 PM GMT+2, j. s. <***> wrote:

Hi Johan, 

During a recent payment from another party, my account at Bitvavo was temporarily flagged due to Travel Rule requirements.

Bitvavo requires me to provide the name and identity of the owner of the sending wallet address used for the crypto payout.

In order to comply and avoid any delays or account restrictions in the future, could you please confirm the following:

Are BTC withdrawals sent from a wallet owned by Kryptonim, or by another entity?

What exact name and company information should I provide to Bitvavo as the sender or wallet owner?

Additionally, Bitvavo may request documentation to prove the ownership of the sending wallet.

Could you please provide such documents (e.g., proof of ownership or a signed statement from your payment provider) in advance, in case this becomes necessary?

This is purely for compliance purposes. I would greatly appreciate your help in avoiding any issues with future transactions.

Many thanks in advance for your assistance.

Kind regards,

J*** S***

Dear player,

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 the 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,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dominika,

Thank you for your prompt reply.

I fully understand that in many cases it’s best to wait up to 14 days before escalating a complaint. However, I would like to explain why I believe this particular case is different.

From the outset, the casino has been vague and uncommunicative about the reason for the delay. I submitted a direct request to my VIP manager on 30 July, asking for wallet ownership details to comply with my crypto wallet provider’s Travel Rule requirements. Johan informed me that the email was forwarded to the relevant department, but to this date, I have not received a reply.

When I initiated a withdrawal on 4 August, it remained pending. During a live chat on 6 August, after much persistence, I finally received confirmation that the casino's finance department forwarded the request to the external payment provider. However, I was not told:

• The name of the payment provider,
• What kind of clarification or documentation is needed?
• How long this process may take.

This was the first and only partial explanation I received, and even that came only after repeated pressure. The vague and inconsistent communication has raised serious concerns, especially since the casino has not requested any additional documents from me, nor have they suggested any steps I can take to assist or speed up the process.

It is precisely because of this lack of transparency, and the fact that the issue now seems to rest with a third-party payment provider (whose response time is unknown and may take weeks or more) that I felt it necessary to file this complaint without waiting the full 14 days.

I remain open to cooperating with both the casino and your team to solve this issue and am happy to provide any supporting documents you may need.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika