Nix.bet Casino - Player's withdrawal has been delayed.

Review Text:

​ I have been trying to withdraw my balance of €450 for weeks, but they are refusing to pay.

​Every time I contact their support, I receive the exact same automated copy-paste email stating that my "verification is in progress." It is a blatant stalling tactic to avoid paying out legitimate winnings. They have all my documents, but they refuse to provide any specific update or timeline.

​Because of their fraudulent behavior and lack of transparency, I have now officially handed over this case to Loonstein Lawyers in the Netherlands to recover my funds, including all legal fees and statutory interest.

​I have also reported this company to the Dutch Consumers' Association (Consumentenbond). Do not deposit any money here; they will make it impossible for you to get it back.

​Ticket ID: E56PZT

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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.

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Dear Krystiann,

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 fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear Petra,

​Thank you for looking into my case. Here are the answers to your questions:

​Withdrawal date: I requested my €450 withdrawal approximately 8 weeks ago. Since then, they have been stalling with document requests.

​Previous withdrawals: No, this is my first withdrawal.

​KYC Verification: YES, I have now officially passed the KYC verification.

​Today, Nixbet finally sent me an official Sumsub verification link. I uploaded my Polish passport, and the system immediately gave me the status 'Your profile has been verified'. (Please see the attached screenshot).

​Even though I am now 100% verified by their own system, the support agent (Marco) is still refusing to give me a specific timeframe for the payout and is using standard scripts to delay further.

​I am attaching the screenshot of my successful Sumsub verification and the latest chat log where they continue to stall after verification.

​Thank you for your help in getting my €450 paid out."

​I just received another stalling email from Nixbet Support (see attached screenshot).

​Despite the fact that I successfully completed the Sumsub verification yesterday (which showed 'Verified' immediately), they are now claiming their team is still 'carefully reviewing' the materials to 'complete' my verification.

​This is a clear contradiction. Their own automated system approved me, but now they are manually delaying the process again. It has been 8 weeks, and it is obvious they are just looking for ways not to pay out my €450.

​I hope you can intervene, as their internal communication seems to be intentionally confusing to delay my withdrawal."

Dear Krystiann,

Thank you for your reply and for providing the previous details.

To better understand your situation, could you please clarify the following:

• What specific documents did you submit for verification?
• Which payment method did you choose to withdraw your winnings? Was it the same method you used for your deposits?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

If possible, please also upload a screenshot of your withdrawal history directly to this thread or send ot to petra.h@casino.guru.

Thank you again for your cooperation.

Dear Petra,

​I need to clarify the background of this case. Nixbet allowed me to play illegally from the Netherlands, and after I confronted them about this, they agreed to a full refund of all my deposits, totaling €450.

​The reason my account is blocked is that they acknowledged they should not have accepted me as a player. They officially promised to refund my money, but now they are using the KYC process (Passport and Address verification) as a final 'stalling tactic' to avoid paying back my deposits.

​I have already proven my identity via their Sumsub system and provided my DigiD document from February 2026. Since this is a refund of my own deposits which they agreed to return, they have no legal right to hold this money any longer.

​I am attaching the screenshots where the 'Refund' is discussed and where they admit the process is pending."

Specific documents submitted: I submitted my Polish Passport, a Selfie with my passport, and an official Dutch government document (DigiD/Rijksoverheid) dated February 12, 2026, as proof of address. All these were successfully verified by their automated Sumsub system.

​Payment method: I requested the payment to be sent via SEPA bank transfer to my personal bank account. This is the same method I used for my deposits.

​Current status: My account is currently blocked. I cannot access the withdrawal history to take a screenshot. However, the status of my request is actually a REFUND, not a regular withdrawal.

Dear Krystiann

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Krystiann,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Nix.bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Nix.bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi and Krystiann,

We would like to sincerely apologize for the extended verification process and the delay in processing your refund request.

Please rest assured that this delay was in no way an attempt to prolong or avoid the payout. Due to additional security and compliance checks required for players from certain jurisdictions, a few minor internal difficulties arose during the final stage of verification. However, we maintained regular communication with you throughout the entire process and kept you informed at every step.

We are pleased to confirm that you have completed the verification. We truly appreciate your patience and cooperation during this time.

Regarding the refund, we want to clarify that we have never refused or denied your request. As mentioned in our previous correspondence and screenshots you kindly provided, you were properly informed about the expected processing time for the return of funds. This is our standard procedure when conducting thorough verification of all account details and documentation to ensure full compliance.

Best regards,

Nixbet Team

Thank you for the update. I am glad to see that Nixbet has finally confirmed my verification is 100% complete. However, I have not yet received the €450 on my bank account. I will keep this complaint open until the funds have actually arrived. Once the money is in my account, I will gladly mark this case as resolved."

Dear Krystiann,

Thank you for the update. I’m glad to hear that your verification has now been completed.

Dear Nix.bet Casino,

Thank you for your clarification. As the player’s verification is now complete and the refund has been acknowledged, we will now wait for the payment to be processed.

We will keep this complaint open until the funds are successfully received.

Best regards,

Hadi

Hi Hadi,

​It has been 3 business days since Nixbet confirmed the verification and the refund. I have checked my bank account multiple times, but I have still received nothing.

​Since the casino claims they are processing it, I would like to request a Proof of Payment (PDF receipt or transaction ARN). If they have truly sent the money, they should be able to provide this document immediately.

​Thank you for your continued help."

​"Hi Hadi, I need your help. While Nixbet told you here that the refund is being processed, their support agent 'Cooper' just told me in live chat that I have 'passed KYC only' and basically told me to keep waiting (see screenshot). It feels like they are telling you one thing and me another. Can you please demand a Proof of Payment from them? I don't trust their words anymore."

Hello! We are sending you two screenshots with confirmation, where the date and time are visible, showing that we provided the task number and notified you of the refund waiting time. As well as that, the request was officially registered.

We sincerely apologize that the agent in the chat made a mistake and misled you.

Hi Hadi,

​Thank you for the update. However, I am shocked by the screenshots Nixbet just provided. They are now claiming that a simple refund can take 3 to 6 months.

​This is completely unacceptable. My account is 100% verified, as they confirmed earlier. There is no legal or technical reason to hold my €450 for another half year. This feels like another stalling tactic to avoid paying.

​A refund should take days, not months. Hadi, can you please intervene? A 3-6 month waiting time for a verified player is not a 'standard procedure', it is a refusal to pay."

Dear Nix.bet Casino,

Thank you for providing the screenshots. However, we would like to seek further clarification regarding the timeline communicated to the player.

The screenshots indicate that the estimated processing time for this refund may be extended by 3-6 months. We find this timeline difficult to justify given the circumstances. The player is fully verified, the refund has been acknowledged, and the amount in question is €450 via SEPA bank transfer.

Could you please explain in detail what specifically is causing this extended timeline? Is it a compliance issue, a payment processor restriction, or something else? A general reference to internal reviews and coordination with legal and payment partners is not sufficient for us to understand why this particular case requires such an extended period.

We look forward to your clarification.

Dear Krystiann,

Thank you for your continued patience and for keeping us informed. We have reviewed the screenshots you provided and share your concern regarding the stated processing time.

Please continue to keep us updated on any developments from your end.

Best regards,

Hadi

Dear Hadi,

Thank you for your follow-up.

We would like to clarify that the extended processing timeframe in this case is primarily due to limitations imposed by our payment provider, as well as mandatory internal regulatory requirements that must be followed on our end. These are not generic procedural formalities - they are specific compliance obligations that directly affect the timeline, regardless of the player's verification status or the approval of the refund itself.

We understand that a 3–6 month timeframe may appear lengthy from the outside. However, in cases involving SEPA bank transfers and the level of compliance review required here, such timelines are not uncommon and are outside of our direct control once the process has been initiated with our financial partners.

We have already communicated the expected timeline to the player in writing, and we remain committed to processing this refund as promptly as the circumstances allow. The player will be notified as soon as the transfer has been dispatched.

Best regards,

Nix.bet Team

"Hi Hadi,

​I am disappointed but not surprised by Nixbet's response. Claiming that a standard SEPA transfer of €450 requires 3 to 6 months of 'compliance review' is unheard of and completely unreasonable.

​I have already been struggling with this issue for 3 months now. I have provided all the documents they asked for, including the most recent ones from 2026, and they have already confirmed my verification is successful. Using a 'payment provider' as an excuse for a half-year delay is a clear stalling tactic.

​In my experience and according to industry standards, once a player is verified, a refund should be completed within 14 days. I hope CasinoGuru agrees that 180 days is not a 'reasonable timeframe' for such a small amount after all the effort I've already put in. I request that this case remains open and marked accordingly if they refuse to pay sooner."

Dear Nix.bet Casino,

Thank you for your response. We appreciate the clarification, however we would like to understand what specifically the compliance review involves in this case. Is there anything the player can provide or do on their end to help expedite the process? Additionally, is there an alternative payment method that could be used to process this refund more quickly?

Best regards,

Hadi