NV Casino - Player’s winnings haven’t been received yet.

I am contacting here in the hope of getting help with a withdrawal that was supposed to be approved on 2025-05-19 according to their T&C from an online casino listed on your platform but was rejected without reason.

I was lucky enough to win €10,850 and initially requested a withdrawal of €4,950 on 2025-05-12. The request has been pending since then. On 2025-05-18 I played a little and lost €2,850 and then stopped playing and I still have €8000 in balance. After this I went into the online casino "Transactions" to check if my withdrawal is still pending or maybe it is approved but it was rejected for nothing? I then contacted Live support who replied that they don't know what happened and said that they have forwarded this to be analyzed internally and they need more time?

According to their T&C, the withdrawal timeframe is within 48 hours but no longer than 5 business days if you make a withdrawal from €500 euros - €4,999.

Then spoke to their live support again who recommended me to cancel the transaction of 4999 EUR that I posted and request a withdrawal again to speed up the process which I did on 2025-05-19 and today is 2025-05-26 and the withdrawal has not yet been approved? Contacted support now who says that there is a delay and they are checking what the error is. How can this be okay?

Attached are pictures from the beginning to now.

I am also fully verified.

I really hope this issue can be resolved soon, as I have enjoyed the platform overall and would be happy to continue playing there if everything goes smoothly. I will keep this post updated on AskGamblers with any progress regarding my situation.

Thank you very much for your support.

Dear EliasR,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello,

I understand this but what is the delay? According to their terms and conditions, withdrawals should be made within 5 minutes and up to 48 hours but no more than 5 business days and now 5 business days have passed. They write that there is a delay with my withdrawal and that they have escalated this further?

I am fully verified, everything is okay with everything but withdrawal is still pending.

Thanks in advance!

Hello again,

I have now received confirmation from the casino that my withdrawal of EUR 4999 has been approved by them and the money has been sent to their intermediary who handles payments and that this can take up to 5 days to process as it is a bank transfer. However, I would like to keep this complaint open until I have received my money in my bank account as I have never experienced this before.

Hello again!

Now I have been in contact with the support who informs me that this is approved from their side but that it may take 5 days until it is resolved? I don't really understand. I have been waiting since 2025-05-19 and yesterday 2025-05-26 it was 5 working days and now I have to wait another 5 working days? According to their terms and conditions, it is no more than 5 working days from the requested withdrawal when requesting a withdrawal of 499 EUR to 4999 EUR. Please see attached and help me please.

Hello,

i just wanna confirm that i recieved the withrawal today of 4999 EUR today. The complaint can close. I still have 3000 euro that i Will withraw if i get problem i Will reopen

Dear EliasR,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Dominika

Casino.Guru