NV Casino - Player believes that their withdrawal has been delayed.

Deposit 1200€. Win 4000€.

requested to withdraw on 27.06- rejected and account blocked to to suspision use of VPN, however im not using it and prove it with my flight details to another contry.

after all, KFC verify took long long time, rejected files due to poor quality and so on.

Today, 01.07.2025 request new withdraw , amount 4000€.

will keep you updated, so far looks like there will be more suprises, but hopefully I will receive my money.

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 you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Should I update you here with all the movement? I collecting all the evidences.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify from which countries you were accessing your casino account?

Can you confirm whether your account was blocked solely due to the suspicion of VPN usage, or were there other reasons provided?

Are you currently able to log in to your account, or is access restricted?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Dear Dominika,

Thank you for your support and for taking the time to look into my case.

To answer your questions:

I have accessed my NV Casino account from Latvia and Germany, as I travel frequently for work. On 27.06, I made my first withdrawal attempt, and on the same day, my account was blocked. I was unable to log in for three days.

After contacting NV Casino’s live support, I was informed that the block was due to suspicion of VPN usage, and I was asked to provide proof of my presence in Germany. I submitted a flight ticket, and after three days, my account was re-opened.

Once I regained access, I was able to play again, but the withdrawal option remained unavailable. I was then asked to complete additional KYC verification by submitting a photo of myself holding my ID and the casino account screen in the background. Although I used an iPhone 15 Pro with a high-quality camera, the image was rejected twice for "poor quality." On the third attempt, it was finally accepted, and I was informed that I could now proceed with the withdrawal.

In total, three withdrawal requests were rejected. After that, I was asked to provide proof of income, so I submitted a pay slip, which was approved. I have now submitted a new (4th) withdrawal request for the amount of €4,000, and it has been in pending status for approximately 22 hours.

I would also like to clarify that I did not use any bonus while playing — the winnings were accumulated using real money only, without any active promotion or bonus.

At this stage, my account is no longer blocked, and I can log in, but the withdrawal process has been extremely slow and complicated, despite fulfilling all requested verifications.

I’m attaching some screenshots that support my explanation. Please let me know if you need any further information or documentation.

Kind regards,

Dear player, could you please provide an update on the current status of your most recent withdrawal request from 02.07.2025?

Is it still pending? Was it rejected like the previous ones, or have you successfully received the funds?

Dear Dominika,

Thank you for your follow-up.

As of now, the status of my most recent withdrawal request from 02.07.2025 is still pending.

Earlier today, I contacted NV Casino’s live support. They informed me that the payment is still being processed without any delays, and that it should be approved by 13:25 UTC.

However, as of 13:30 UTC, the withdrawal is still marked as pending in my account. I contacted their support team again immediately after this time.

Please find attached the relevant screenshots from my support chat for your reference:

I will contact support once again in a few hours and let you know the outcome.

Thank you, Dominika!

Latest update: withdraw status - in progress. Still no money in my bank account.

Will update you tomorrow.

Latest update: withdraw status- success.

Still no money in my bank account….

My attempt to withdraw is since 27/06.

Its two full weeks already.

NV Casino is finding excuses all the time and at this point they saying- withdraw process is completed from there side but to receive my money its can take up to 72h.

Normaly its instant.

Finally money received. Thank you for support.

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