The player from Germany had deposited €250 into his casino account but had not received any credit. After contacting support, he was instructed to wait 72 hours but received no further response, which led him to request a refund. The issue was resolved after he provided details about the deposit method and confirmation that the funds had been debited from his bank account without being credited to the casino account. The complaint was marked as 'resolved' following his confirmation.
NV Casino - Player's deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €250
NV Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Hello,
I created an account, made a deposit of €250, and haven't received a credit. When I contacted support, I was told to wait 72 hours, and when I asked what would happen next, I received no response.
Since I actually downloaded a Betovo app and am therefore confused anyway, I ask for a refund.
Automatic translation:
Public
Public
7 months ago
Dear Tom6005,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the deposit and the lack of communication from support.
To better understand the situation and assist you more effectively, could you please provide answers to the following questions:
- Did you receive any confirmation email from the casino after making the deposit?
- What payment method did you use for the deposit?
- Have you checked your account balance to see if the funds were credited at all?
- When exactly did you make the deposit?
- Did you encounter any errors while attempting to deposit?
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
Public
Public
7 months ago
Translation
1. No, I don't just have the debit.
2. I had selected Klarna Sofortüberweisung
3. Nothing was credited to the casino account, but money was debited from my bank account.
4. On 17.05.2025 at approximately 7.30 a.m.
5. No, there were no errors and I was redirected back to the casino website after completion.
Best regards
Tom
Automatic translation:
Public
Public
7 months ago
Hi Tom6005,
Thank you for your responses.
Could you please confirm whether we can now close this case as "Resolved"? If you have any further questions or concerns, let me know; otherwise, we’ll proceed with closing your complaint.
Thank you.
Public
Public
7 months ago
Dear Tom6005,
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
Casino.Guru
