The player from Poland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We reviewed the complaint and found that the outstanding winnings were not paid before the account was closed, and the remaining balance was later lost through further gambling. As the funds were used for bets and lost, we were unable to recover or refund the winnings.
NV Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: 9,288 zł
NV Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Stay away from NV Casino!
People already have to wait a very long time for withdrawals. If you then wait several days – sometimes three or four – the withdrawal is suddenly rejected, allegedly due to "technical problems." After that, you're supposed to request the withdrawal again, only to have it rejected again. This cycle repeats itself endlessly, dragging on week after week.
The customer support was particularly disappointing. I was even accused of having rejected the withdrawals myself. However, I have screenshots from the support team that clearly mention technical problems. This creates the impression that you receive contradictory information and are not being given honest advice.
Every support representative seems to say something different instead of offering a clear solution. Especially with larger withdrawals, the whole thing feels like an unnecessary delaying tactic.
Therefore, I consider this casino extremely disreputable and untrustworthy. I strongly advise against playing there.
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear gazal100,
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
Public
Public
3 weeks ago
Dear gazal100
Can you please provide us with your account ID, since we were unable to find your account via e-mail specified at CasinoGuru.
Regards
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
I've been getting the runaround from support for days, with constantly changing answers. On the one hand, I'm told not to worry about my payout and that everything is fine. At the same time, my payouts keep being rejected.
Apparently, payouts aren't working, as there are constantly different problems or new reasons given. Sometimes it's technical difficulties, other times the payment provider is blamed. This makes the entire payout process extremely problematic and unnecessarily complicated.
I am not receiving clear answers to my specific questions. Instead of a comprehensible explanation, I am constantly being put off and given contradictory statements.
I have documented all conversations and statements from support with screenshots. These clearly show that I have been strung along for several days.
The recurring problems with payouts and the lack of transparency from customer support leave me with a very unprofessional impression. I now expect a clear explanation and the immediate processing of my withdrawal.
Edited
Automatic translation:
Public
Public
3 weeks ago
Dear gazal100
We are here to help you, we just cannot find your account.
Please kindly provide your gaming account ID.
Regards
Public
Public
3 weeks ago
Dear gazal100
Prior to making loud statements, please carefully look at the e-mails provided, find the difference.
We've checked your account, and the transaction in the amount 9288.00 PLN was approved by the casino and is being processed by the PSP.
Please let us know when the money hit your bank account.
Kind regards
Public
Public
3 weeks ago
TranslationI am writing this review objectively and without accusations, but based on my previous experiences.
Over the past week, I have received conflicting or unclear information on several occasions. I am currently waiting again for my payment, which, according to the information provided, is still being processed, but has not yet arrived.
Furthermore, withdrawals were occasionally refused without any comprehensible explanation, which caused me some uncertainty. I don't want to make any sweeping accusations, but this has significantly diminished my trust in the casino, especially since several unusual incidents occurred during the same week.
At the same time, I would like to mention that previous payouts were processed without any problems two or three times. Therefore, the current situation surprises me all the more, and I hope that everything will be resolved soon and the outstanding winnings will be paid out.
I simply hope this gets resolved without further problems and that everyone remains professional, as they should be. Sincerely,
Automatic translation:
Public
Public
3 weeks ago
TranslationNo, of course I still haven't received my winnings. I've been waiting for my payout since last weekend. Two withdrawals were rejected after several days of processing due to alleged technical problems and credited back to my player account. I then requested another withdrawal. Now I'm being told again that everything is fine with this withdrawal and that it's being processed. Despite this, I still haven't received any money.
Normally, Bitcoin withdrawals are transferred directly to my wallet within a short time once the status changes to "processing." That's exactly how it was with my last withdrawals. This time, however, that's not the case. Instead, there are only delays, technical problems, and constantly conflicting information from support.
Unfortunately, I now have the impression that I won't receive my payout at all. What a shame.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI'm starting to lose my understanding of this casino. I keep being told not to worry and that my winnings will be paid out quickly. In reality, I've been waiting for my withdrawal since July 2nd. The first withdrawals were rejected after several days of processing due to alleged technical problems and credited back to my player account. To this day, I haven't received a concrete explanation for these supposed technical problems. I'm also not getting any replies to my emails.
I have now requested three new withdrawals. I understand that these need to be processed first. However, when I ask support whether such winnings are even paid out, I don't get a clear answer. Instead, my questions are repeatedly avoided.
What I find particularly incomprehensible is that I'm even being asked if I've already received my money. The casino can see in its system that no payout has arrived yet. Such questions strike me as unprofessional and unfortunately don't inspire confidence.
This behavior strikes me as highly unprofessional. Based on my past experiences, I now have the impression that larger winnings are being unnecessarily delayed. This is very disappointing. I expect a clear and honest answer to my questions and a prompt payout of my winnings.
OAutomatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI hereby file a complaint regarding my outstanding payment.
My withdrawal from July 2nd (9,288 PLN, Bitcoin) was originally stated to have a processing time of approximately 24 hours. However, the amount has not yet arrived in my account.
Instead, I received different and contradictory information in several support responses, including:
Different timeframes (24 hours, up to 5 working days, 14 working days)
Indications of "technical problems with the payment provider"
no specific confirmation or transaction ID (TXID)
This casino is based on fraud and lies; that is now my experience and my opinion, unfortunately.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI've had three Bitcoin withdrawals so far. Whenever the status showed "processing," the money was in my wallet shortly after. However, since I've started withdrawing larger amounts, everything has changed. My withdrawals have been canceled and rejected due to alleged technical problems. To this day, no one has given me a concrete explanation why.
I've now requested three new withdrawals. Despite this, no one can tell me if I'll actually receive my winnings. I want a clear answer at last. Will my winnings be paid out or not?
If you don't want to pay out winnings, then communicate that openly. But please don't string your players along with contradictory statements and constant delays. We entrust your casino with our money and expect fair and transparent treatment in return. The current handling of my withdrawals is unacceptable and very disappointing.
Edited
Automatic translation:
Public
Public
2 weeks ago
Hello,
All the withdrawals are approved according T&Cs of the casino
The ones that are in status "Processing" mean that the withdrawal request was approved by the casino is now being processed by the external PSP.
Regards
Public
Public
2 weeks ago
TranslationI would like to summarize my situation once again, as the information is contradictory to me.
I am given various payout and processing times, e.g., 24 hours, 1–5 business days, or sometimes even longer periods. At the same time, I am informed that these deadlines have been exceeded or can no longer be reliably met when it comes to specific payouts.
In my case, the casino stated that a withdrawal had already been forwarded to the payment provider, yet no one can tell me exactly where the money is or when it will arrive. Instead, they only state that it is "being reviewed by the payment provider."
Additionally, I receive different statements from various support staff, some of which contradict each other or cannot provide any concrete information.
This gives me the impression that there is no consistent or transparent communication regarding the actual payment status. I therefore request a clear, consistent, and comprehensible explanation of my case.
You can see it in black and white on the screenshots: the casino refuses to pay out large winnings and only makes excuses, such as technical problems, etc.
Automatic translation:
Public
Public
2 weeks ago
TranslationI cannot recommend this casino.
My experiences have been very mixed. Smaller withdrawals were sometimes processed quickly, but with larger amounts, and currently repeatedly, problems are occurring.
In my current case, I keep receiving conflicting information from support. Initially, I was told my payout was fine and being processed. Later, I was informed that the payment provider was experiencing technical difficulties and that no specific timeframe could be given.
Furthermore, withdrawals were already rejected and reversed last week due to alleged technical errors. Now, technical problems are being cited again, without a clear and comprehensible explanation.
These recurring technical problems, the conflicting statements, and the lack of transparency are incomprehensible to me and don't inspire confidence. I have the impression that significant delays occur, especially with larger sums of money.
The casino does not adhere to its own rules and deadlines; it is a scam casino!
Therefore, I cannot recommend this casino and advise other players to be cautious.
Edited
Automatic translation:
Public
Public
2 weeks ago
TranslationSupport tells me there are no technical problems with bank transfers or crypto transactions. However, I was told yesterday that the issue was due to technical problems. Unfortunately, I receive conflicting information every day, making a clear solution or reliable information impossible. I expect transparent communication and a prompt resolution to this problem.
Edited
Automatic translation:
Public
Public
2 weeks ago
TranslationI have the relevant documentation. They inform me that one of my withdrawals is supposedly already with the payment provider. However, the amount is not being paid out to me, but is repeatedly credited back to my casino account.
This means to me that the payout was apparently never fully processed. Therefore, I request a clear explanation: Was the payout actually transmitted to the payment provider or not?
Edited
Automatic translation:
Public
Public
2 weeks ago
TranslationI don't understand why documents and additional verification are suddenly being requested again.
My account has already been fully KYC verified, and I have received several withdrawals without any problems since this verification. Therefore, I don't understand why additional proof is suddenly required for the current withdrawals.
This approach seems very unusual to me and gives the impression that the payout process is unnecessarily complicated or delayed for larger winnings.
I request a clear explanation as to why this re-examination is necessary and whether, after successful verification, all outstanding payments will be processed without further delays.
I'm even being threatened with having my account blocked...
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationThis is now the third time my withdrawal has been processed for several days. Each time, I'm told that everything is fine with the payment provider. Nevertheless, the withdrawal is ultimately rejected, canceled, and the money is returned.
My personal experience with this casino is therefore extremely disappointing. Unfortunately, it seems you can't rely on receiving a payout here. Based on my experience, I cannot recommend this provider.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationHere's the proof!!!
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationTo this day, I have received no answer as to why these payments are rejected in the first place and why these problems keep occurring.
As you can see, I was repeatedly informed that everything was fine with my withdrawal and that it was being processed by the payment provider. Nevertheless, the withdrawal was rejected again today and credited back to my player account. This means that the withdrawal was obviously never successfully completed.
Your statements are therefore clearly contradictory. I request a clear and specific explanation as to why the payment was rejected and what the actual reason for these recurring problems is. Please do not evade my question.
Automatic translation:
Public
Public
2 weeks ago
Dear gazal100,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationNo, of course my winnings were not paid out. The payout was rejected again today due to technical reasons.
However, I was repeatedly told that everything was fine with the payout and that I didn't need to worry. This has been going on for several days now, and almost for several weeks.
This withdrawal has been rejected for the third time due to technical reasons. Meanwhile, I have three other withdrawals pending and am still not receiving a clear answer or solution.
The support team is just lying to me. I've been waiting for 10 days for an answer about the reason for the technical problems. This casino is 100% a scam!
Edited
Automatic translation:
Public
Public
2 weeks ago
TranslationIt is claimed that there are no withdrawal problems on my account, no restrictions apply, and all limitations have been lifted. I was already KYC verified. Nevertheless, new documents were requested from me, which I uploaded and which were subsequently confirmed.
Despite this, my withdrawal was rejected again today, even though I was previously informed that it was already with the payment provider. What I don't understand is: if the money was actually paid out, why was the withdrawal subsequently reversed?
This withdrawal has now been rejected for the third time due to technical reasons. For weeks, they've been citing technical problems. However, when I inquire about the specific technical issues and why my withdrawals keep being rejected, support simply tells me to contact them again later. For weeks, I've received no concrete answer and no solution.
How is it possible that a reputable casino receives no answer from the payment provider as to why these problems keep occurring, while at the same time claiming that everything is fine with my withdrawals?
I now have three more withdrawal requests pending and am not receiving a clear response. If everything is indeed in order, I expect a comprehensible explanation as to why my withdrawals are being repeatedly rejected and reversed.
This approach seems extremely suspicious to me. I increasingly get the impression that everything is being done to delay or prevent the payout of my winnings.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI have already had to wait a very long time for several withdrawals. After this long wait, however, the withdrawals were not processed, but ultimately repeatedly rejected.
I have now submitted three new withdrawal requests. Again, the stated deadlines are not being met. Although I was informed that there are no withdrawal restrictions on my account and that my account is fully verified, problems and delays keep occurring.
I can't understand why there are constantly new problems when all the requirements are met. In my opinion, the casino itself is violating its own terms and conditions, while constantly coming up with new excuses and delays.
I now have the feeling that I will once again have to endure an extremely long waiting period before my withdrawals are even approved. The handling of withdrawals and the constant delays are unacceptable to me and raise serious doubts about the casino's reliability.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI've now received an email stating that I should use a different withdrawal method. At the same time, support is telling me that I should use the withdrawal method I've already verified. These conflicting statements demonstrate that there's no consistent procedure within the casino.
It seems that everything is being done to delay the payout of my winnings and that new excuses are constantly being found. Every employee gives a different answer. This behavior appears highly unprofessional and raises serious doubts about the proper handling of payouts.
For days now, support has been saying they'll write later with information, but I never receive it!!! 😡😡😡 As you can see, they make different statements every few minutes regarding the payment method. These are big crooks!!
Automatic translation:
Public
Public
2 weeks ago
TranslationI've had enough of this casino. In my opinion, this casino should be shut down and banned, because the way they treat players is nothing but a rip-off.
Deposits work without any problems. As a player, you trust the provider and sometimes deposit large sums. However, difficulties arise as soon as withdrawals are involved. Support avoids my specific questions, gives contradictory answers, and provides no clear or comprehensible information.
I expect an honest and concrete explanation at last. Instead, I keep getting contradictory statements. This behavior destroys all trust and leaves me with the impression that players are being deliberately strung along. They claim there are no problems with the withdrawal method, but my withdrawals have already been rejected three times. The only thing this casino is good at is lying to and stealing from its players. Every day, they come up with new excuses not to pay out winnings! You can see for yourself that support doesn't answer my questions but avoids the specific question with a generic answer. A classic scam 😡
Edited
Automatic translation:
Public
Public
1 week ago
Dear gazal100, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.
Karla
Public
Public
1 week ago
TranslationI had previously received several smaller payouts successfully. As long as they were small payouts, there were no problems whatsoever. My account was fully verified.
However, when I made a larger win and requested a bigger withdrawal, everything suddenly changed. Although I was already verified, I was asked to verify my account again. I was constantly told that documents were missing, or new reasons were given as to why the withdrawal couldn't be processed. I had the impression that I was being strung along and lied to repeatedly.
The screenshots show that I received different answers from support almost daily. After a long period of conflicting information and constant delays, I lost all desire to continue arguing with the casino. Therefore, I finally had my account closed myself.
I cannot recommend this casino to anyone. In my experience, smaller winnings are paid out without any problems. However, as soon as larger winnings and bigger payouts are involved, it seems they try everything to delay or prevent the payment. I found the support representative's statement particularly shocking: if I didn't have patience, I should just keep playing and lose my money.
Automatic translation:
Public
Public
1 week ago
Dear gazal100,
Thank you very much for your reply.
I would like to clarify one point. You mentioned that you eventually closed your account. Could you please confirm whether your outstanding withdrawals were successfully paid before the account was closed, or whether the remaining balance was paid out to you after the account closure?
If neither of these applies, could you please let me know whether the remaining funds were lost through further gambling before your account was closed?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M
Public
Public
1 week ago
TranslationI absolutely cannot recommend this casino.
Despite weeks of attempts, my withdrawals were not processed. I repeatedly inquired and felt constantly put off. Withdrawals via bank transfer and Bitcoin were repeatedly rejected. Only small amounts of around 1,000 PLN were paid out two or three times.
When I requested a withdrawal of approximately 80,000 PLN, they suddenly claimed my account was no longer verified, even though it had been previously verified. I then had to submit documents again, leading to an endless back-and-forth. In the end, I never received my winnings. Exhausted by the constant struggle, I eventually lost the 80,000 PLN and closed my account.
Based on my personal experience, I feel unfairly treated by this casino and cannot recommend it to anyone. I hope that the relevant authorities and gambling regulators will thoroughly investigate this provider so that other players don't have to have a similar experience.
Automatic translation:
Public
Public
2 days ago
Dear gazal100,
I'm very sorry, but because the funds were used to place bets and subsequently lost, we are unable to recover or refund the lost winnings. Responsibility for the account, active balance, and any bets placed rests with the player. I understand this is frustrating, especially given the failed withdrawal attempt, but we cannot ask the casino to refund these losses. We truly wish we could do more, but we are unable to assist further in this matter.
Karla M.
