The player from Greece had both his deposit and withdrawal blocked by the casino, and he was not receiving any verification. After submitting a complaint, it was confirmed that his KYC verification had been marked as passed, yet he faced conflicting communication regarding his account status. Following further assistance, his account was reopened, and he successfully made a withdrawal request. The issue was then marked as resolved, with the player expressing gratitude for the support he received.
NV Casino - Player's account has been restricted.
Resolved
Our verdict
Case closed
Amount: €1,500
NV Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Dear player,
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 understand the whole situation completely.
Have you made any successful deposits or withdrawals before?
Could you please confirm that you have passed the KYC verification?
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.
Best regards,
Dominika
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.
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5 months ago
Translation
The identification turned green but I'm still blocked. I can't make a deposit or withdrawal. I got an email saying everything is fine and the kyc is green but when I went to my page it was from support that a photo of me is not good and to resend it. How is it possible that I passed the kyc then??? The same people who told me everything is fine, then told me it's not!!!!. Scammers!!!!
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5 months ago
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I have made a deposit but no withdrawal. My winnings according to their page are really without bonus! Today they sent me this email that I passed the kyc but I am still blocked. 
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5 months ago
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Thank you casino guru for your input. My account has been opened and I have made a withdrawal request. I will continue to update you on the progress of the withdrawal, until then I want my issue with nv casino to remain open!
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4 months ago
Dear NV Casino, thank you for the information provided.
Dear player, please keep us informed about any further developments regarding your withdrawal.
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4 months ago
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My first withdrawal was made. Now I'm waiting for the next one. Thank you very much casino guru
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4 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 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
