The player from Germany had requested a withdrawal of €3,000 from NV Casino two weeks earlier, having completed all necessary KYC verifications and documentation. Despite the approval of his files, the payments remained marked as "Pending" beyond the stated processing time in the casino's terms and conditions, and he had not received any response from customer support. We asked for additional details about his previous withdrawals, bonus use, and follow-up with support, and the complaint was later marked as resolved by him. As a result, we closed the case as resolved.
NV Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
NV Casino
Safety Index 8.8 HighCase summary
Discussion
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2 weeks ago
Translation
Hello Casino Guru Team,
I have been playing at NV Casino (account ID 64203702) since January 2025. By the beginning of October 2026, I had accumulated a balance of approximately €3,000 using real money and without bonuses.
Process:
From October 7, 2026: first withdrawal requests for €2,500 and €500. These were rejected during verification.
October 8–12, 2026: I promptly submitted all requested documents (ID card, proof of address, proof of payment, selfie with ID card, bank statement showing the deposit, additional selfie with ID card and account profile). Everything was approved.
October 12, 2026: Email from the casino stating "KYC check completed".
October 13, 2026: New request for proof of income. I uploaded my payslip that same morning and reapplied for the payments (€2,500 and €500). That same evening, "Source of Wealth" was also approved. Since then, all KYC points have been approved.
Since October 13, 2026, both payments have been marked as "Pending".
According to section 8.3.8.2 of the terms and conditions, withdrawals between €500 and €4,999 are approved within 5 business days after successful verification. This deadline expired on October 20, 2026.
On October 20, 2026, I notified support via email of the deadline. To this day, I have received no reply.
Since requesting the payout, I have not played or used any bonuses.
For the sake of completeness: In June 2026, I accidentally created a second account (€50 deposit, no gaming activity). I reported this myself via live chat that same evening and requested its deletion. The account was never used, and my winnings come exclusively from the main account.
I request assistance in processing my €3,000 withdrawal. I can provide screenshots of all steps, the casino's emails, and the chat history regarding the reporting of the second account at any time.
Thank you very much and best regards
Ilija
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1 week 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.
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1 week ago
Dear Nordlicht94,
Thank you very much for your update.
To help me better understand your case, could you please answer the following questions?
- Did you successfully withdraw funds from this casino before?
- Did you use any casino bonuses, or do you currently have any active bonus?
- Can you confirm if you have followed up with the casino support team after October 20th regarding your withdrawal status?
- Have there been any changes in your account or betting behavior since the last communication with the casino?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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1 week ago
TranslationHello Karla,
Thank you very much for your support. I will gladly answer your questions:
Previous payouts: No, I have not received a successful payout from NV Casino so far.
To supplement my complaint: My first withdrawal request was for €1,200 on October 6, 2026. It was rejected, as were the subsequent requests for €2,500 and €500 during the verification process.
Since October 13, 2026, my current applications for €2,500 and €500 have been marked as "Pending".
Bonuses: I currently have no active bonus. At the end of September 2026, I received a bonus of €400, which was completely used up before I made a new deposit on October 4, 2026.
My current winnings come exclusively from real money deposits made between October 4th and 6th, 2026, excluding bonuses. I deliberately chose not to activate two offered bonuses. A small cashback bonus balance of €1.97, which I did not use, is no longer available. My bonus balance is €0.00, and my real money balance is €3,000.90.
Contact with the casino: Yes. On October 20, 2026, I contacted them via email. support@nv.casino I pointed out the expiry of the deadline according to section 8.3.8.2 of the terms and conditions. There was no response. On October 23, 2026, I also contacted the live chat. The employee confirmed the delay and apologized, but could not give me a date for the release.
Changes: Since my withdrawal requests on October 13, 2026, I have not played, made any deposits, or used any bonuses. On October 20, 2026, I only confirmed my phone number in the account.
I can gladly send you a PDF summary of all steps (KYC status, casino emails, payment history, chat logs, terms and conditions excerpt).
Best regards
Northern Lights94
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1 week ago
TranslationHello,
The money was finally paid out today.
Therefore, the case can be closed.
Thanks for the support.
greeting
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Nordlicht94,
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,
Karla
