NV Casino - Player's payout is delayed due to account issues.

1. no payout, casino inventing some ridiculous evidence that I was in Germany while playing

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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.

• Which country of residence did you choose in your casino profile when you registered at this casino?
• Have your identity documents been fully verified?
• Have you accessed your casino profile from Germany? If so, can you prove that you were staying in Germany at that time?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?

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 casino noticed the problem when I won, but when I made a deposit from Germany there were no problems

Thank you for your response. I understand your frustration regarding this situation. Let’s take a closer look at what happened so that we can determine the next steps in our investigation.

• Did you create your account while you were in Germany?
• What is your current country of residence, and which country did you select during registration or when completing your profile?

Good morning, I created an account in Germany with Polish data. I work in Germany, and all documents are registered in Poland. I didn't hide the fact that I was currently in Germany and was using the homeowner's Wi-Fi.

Do you have any evidence you could send to the casino proving that you were physically in Germany at the time you played, and that you did not use any VPN software to alter your real location?

Could you also kindly share with me all the communication with the casino regarding your stay in Germany at veronika.f@casino.guru? Thank you for your cooperation.

Dear LUK91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, I am waiting for further instructions, NV Casino will probably not return my winnings.

Thank you very much, LUK91, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 LUK91,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the NV Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? It seems that the player registered with Polish personal details and is only located in Germany for work purposes. Since the casino accepted deposits from the same network without restriction, this doesn't seem to warrant an account closure and forfeiture of funds. In case there is any other evidence, which could shed more light on this case, please send it to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Dear all,

The player has not provided a single document proving the gameplay from Germany. Once at least one supporting evidence gets provided - the player will continue using the services.

Kind regards

I sent the location, purchase receipts, and ID. I don't run a business and can't accept invoices. I showed a bill from the town where I fill up. I opened an account in Germany and made deposits there. No one seemed to mind until I won.

Dear casino representative,

thank you for your response. As this is quite an unusual situation, can you please specify what kind of evidence and documents would be sufficient for the casino?

We also believe a bank statement showing any transfers made in German stores or the already provided fuel receipt could be used as valid proof in the verification process. For example, by showing these during a verification call, during which the player could prove he is situated in Germany.

Please let us know your position.

I sent you a receipt from the casino with purchases from the town next to my home and you didn't accept it either, the town next door because there were shops there

I am able to confirm by card payment that I was near the town of Geroda where I opened the account

Dear LUK91

Yes, please, feel free to provide any document/statement that will have your name on it.

Regards

Dear parties,

thank you for your continued cooperation.

Dear LUK91,

please send the documents and photographs to the casino, preferably to their email address support@nv.casino.

confirmation from the card has been sent

Dear LUK91,

thank you for letting us know.

Dear casino representative,

please let us know whether the provided documentation is sufficient. In case you require any further information, please let us know at your earliest convenience.

Greetings,

The player may continue using the services.

Kind regards

Fraudsters still refuse to pay out funds

they unblocked the account but are rejecting the withdrawal

Dear casino representative,

can you please explain the reason behind the denied withdrawals? Is this a technical issue, payment provider issue, or is there an additional requirement? Please let us know at your earliest convenience.

Hello,

The transaction was created at 17.11.2025 16:27:25 (UTC)

The transaction was approved at 17.11.2025 20:28:37 (UTC) and is now being processed by the external PSP.

Warm regards

Dear NV Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until LUK91 confirms his withdrawal has been paid out.

They didn't pay out again, rejected after 5 days, scammers

Dear casino representative,

as per one of my previous responses, can you please explain the reason behind the denied withdrawals? Is this a technical issue, payment provider issue, or is there an additional requirement? Please explain the issue to us, so we can continue with the mediation process.

simply rejected for lack of information

withdrawn money after two months, I do not recommend nv casino

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

Dear LUK91,

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,

Martin