NV Casino - Player’s account verification is blocked.

**Complaint Title / Subject:**

Envy Casino is blocking verification by rejecting official Revolut PDF statements and withholding funds.

**Detailed Description of the Issue:**

I am submitting a formal complaint against Envy Casino regarding deliberate account verification (KYC) obstruction and the unjust rejection of my withdrawal of €100.

I registered on Envy Casino and made my deposit using a Revolut Virtual Card. Since last Monday, I have been trapped in an automated verification loop. The casino’s Live Chat and automated system keep requesting physical photos/selfies holding a plastic card, despite my repeated explanations that the card is virtual and has no physical body.

To prove my ownership, I successfully downloaded and provided the official, digitally signed PDF Card Confirmation and PDF Bank Statement directly from Revolut Bank. However, the casino's internal mail servers systematically block emails containing PDF attachments or external links, completely preventing me from delivering my proof.

When I finally managed to deliver the text details, support acknowledged that my card is virtual and explicitly requested my bank statement again. I complied by providing the secure Google Drive access link to the clean, certified Revolut PDFs. Instead of reviewing the documents, the casino immediately rejected my €100 withdrawal request.

This is a clear stalling tactic designed to force me to gamble away my balance, violating fair gaming practices. I have acted in total good faith and provided absolute legal proof of identity and funds. I request CasinoGuru's immediate mediation to force Envy Casino to manually review my Revolut PDF statement, verify my account, and release my €100 withdrawal.

**Casino Username:** [hidden by Casino Guru]

**Disputed Amount:** 100 EUR

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Apart from the Revolut Card Confirmation and bank statement, which other documents have you submitted to the casino for verification, and have any of them already been approved?
• Could you please clarify what exactly the casino currently requires from you to complete the verification of your virtual Revolut card?
• Could you please forward me the complete communication in which the casino requested a photo of the physical card, rejected the documents you provided, and/or explained why your withdrawal was rejected? My email address is veronika.f@casino.guru. Please mention complaint ID 232481 in your email.

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

Best regards

Veronika

The identity and address have been approved. Regarding the card and the selfie, I explain that it is virtual and that I can't. They told me a copy of the account. It doesn't upload to the site, it gives me a problem. They don't receive it in the mail and when I sent it with spaces detailing the address so that they can execute it and open it, they keep sending me standard messages

I have sent them a way to bypass security and they are not doing it. 10 days unacceptable

My account was identified, I made a withdrawal and I'm waiting.

Logically, the issue is ok, I'll just wait for the withdrawal to complete.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sotirios,

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,

Veronika