The player from Germany had won €1,170 at NV Casino and wanted to cash out, but while four main verifications had been approved, the casino then required a bank statement showing an immediate transfer with a time. He found this request dubious and saw it as a delaying tactic to encourage further gambling with his winnings. The issue was resolved as the player was fully verified, and the payout was made promptly after the verification process. The player confirmed satisfaction with the casino's services and planned to continue playing there in the future.
NV Casino - Player faces withdrawal delays due to bank statement request.
Resolved
Our verdict
Case closed
Amount: €1,170
NV Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, I won €1,170 at NV.Casino yesterday and would like to cash it out.
Now the four main verifications have been approved, but they now want a bank statement showing the instant transfer and a time.
There is no bank statement that shows a time.
I have now uploaded a bank statement from Revolut because I made the deposit through this bank.
It seems to me like a delaying tactic to get people to gamble away their money again.
Pretty dubious.
Why do they even need a bank statement? If it's to verify that the money is truly my property, I can understand that, but what nonsense with the note "immediate transfer" and a time limit.
The money must have arrived, otherwise I wouldn't have been able to play at all?
Automatic translation:
Public
Public
8 months ago
Dear Hsvfan1994,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal request at NV Casino.
To better understand the situation, could you please clarify a few details for us:
- On which date was this deposit made?
- Have you received any written explanation from the casino support team as to why a bank statement showing "instant transfer" and a specific time is required? If so, could you kindly share it with us?
- Did the casino accept your Revolut bank statement upload, or have they requested additional documentation since then?
If it’s easier, you can forward any relevant communication or screenshots directly to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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.
Public
Public
8 months ago
TranslationHello, the deposit was made yesterday morning around 9am.
No, I did not receive a written explanation.
When I asked today how long the payout would take, the chat just told me that it had to be a bank statement with the date, time, and amount.
Nothing else has happened so far.
The Revolut bank statement is pending review.
This morning I took a screenshot of the Revolut app homepage and uploaded it there.
It shows the recipient's IBAN, the amount, and the date and time.
Actually that should be enough
Automatic translation:
Public
Public
8 months ago
TranslationShort update.
I just received an email from the casino stating that I am now fully verified.
When I look at the KYC verification page, everything is green and approved.
Now I'm just waiting for them to pay out
Automatic translation:
Public
Public
8 months ago
Hi Hsvfan1994,
Thank you very much for the update. It’s good to hear that your KYC verification has now been fully approved.
Let’s give the casino some time to process your withdrawal. Could you please keep us informed once the payment reaches your account, or let us know if there are any further delays?
Thank you in advance for your reply.
Public
Public
8 months ago
TranslationHello,
Yes, everything worked out.
The payout was made yesterday and 5 minutes later the money was in my account.
In retrospect, I can say that it seems to be a good casino that definitely pays out.
I will play there more often in the future.
Automatic translation:
Public
Public
8 months ago
Dear Hsvfan1994,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela Kontos
Casino.Guru
