NV Casino - Player's account has been blocked, and winnings are delayed.

Complaint regarding NV Casino: €20,000 in winnings, rejected withdrawals and blocked account

I am submitting a complaint regarding NV Casino and the handling of approximately €20,000 in legitimate winnings.

On 6 November 2026, my initial withdrawal requests were rejected without a clear explanation.

I subsequently completed the requested identity verification, including providing identification and proof of address. These documents were accepted.

On 9 November, I submitted new withdrawal requests totalling approximately €20,000. These remained pending.

On 10 November, NV Casino informed me that a withdrawal limit had been placed on my account and requested additional verification in the form of a selfie holding my passport, with my casino account profile visible in the background.

I complied with this request and contacted support as instructed.

Shortly afterwards, my withdrawal requests began being rejected, and I discovered that my account had been blocked. No explanation for the block was provided at that time.

I subsequently received an email requesting live video verification, which I am willing to complete.

I have cooperated with all verification requests and have not been informed of any specific breach of the casino’s terms and conditions.

I am particularly concerned about the repeated withdrawal rejections, the account restriction and the lack of clear communication regarding my winnings.

I understand that casinos have legitimate identity verification obligations, and I am willing to comply with reasonable requirements.

However, I would appreciate Casino Guru’s assistance in establishing why my account has been blocked, whether my winnings remain intact, and what steps are necessary to receive my outstanding balance.

My requested resolution is the successful verification of my account and payment of my legitimate winnings.

I can provide screenshots and correspondence supporting the events described above.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents were you asked to provide so far?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino support when you contacted them to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas