The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved, as the player confirmed that the withdrawal was processed successfully after the necessary KYC verification was completed. The Complaints Team facilitated this resolution by monitoring the situation and ensuring that the player's concerns were addressed in a timely manner.
NV Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,015
NV Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hello,
Unfortunately, my withdrawal from Nv Casino keeps getting delayed.
Two weeks ago, I requested a withdrawal of €1000. However, it's still marked as "pending." I had other funds in my account, some of which I was able to withdraw. Unfortunately, these were only small withdrawals. I keep getting told there are technical problems with the payment providers. Support keeps saying the withdrawal has been approved and has already left the casino. According to them, they have nothing more to do with the withdrawal.
However, I had requested a separate withdrawal of €350 using the same payment method. This withdrawal had the same processing status as my €1000 withdrawal. Through customer support, I was able to get this money back into my casino account.
I wonder how this is supposed to work when the money is already with a third-party provider who handles the payout?
I played without a bonus and have been fully verified at the casino for quite some time.
Unfortunately, I believe I can no longer proceed on my own and therefore ask the Casino Guru team to help me get my payout.
I am happy to provide further information and evidence.
Thank you!
Automatic translation:
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3 months 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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3 months ago
Dear Samsam213,
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,
Complaints Resolution Center
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3 months ago
TranslationHello, I received the money and had my account blocked.
Automatic translation:
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Samsam213,
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,
Attila
