The player from Latvia faced an issue where the casino refused to process his withdrawal of €2950. The Complaints Team attempted to assist by requesting additional information from him regarding the withdrawal and the casino's communication. However, due to a lack of response from the player, the investigation could not proceed. Consequently, the complaint was closed, but the player had the option to reopen it in the future if he chose to resume communication.
NV Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,950
NV Casino
Safety Index:HighCase summary
Discussion
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Public
6 months ago
Dear Janka1998,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal.
To better understand your situation, could you please clarify the following details:
- When did you request the withdrawal of €2,950, and what payment method did you choose?
- Did the casino provide any specific reason for not paying your withdrawal, or have they requested any additional documents?
- Have you successfully passed the casino’s KYC verification process, or are there still pending checks?
If you have any emails, screenshots, or other relevant communication from the casino regarding this withdrawal, please forward them to petronela.k@casino.guru so we can review them.
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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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Public
6 months ago
Dear Janka1998,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
