The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player was informed that withdrawal processing could take up to 14 days due to verification or a high volume of requests, despite the casino's stated 5 working days timeframe for amounts between €500 and €4999. The player was asked to confirm receipt of the withdrawal but failed to respond to multiple inquiries. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player resumed contact.
NV Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,000
NV Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Hello. As stated above, I requested my payout of €2000 on Thursday, November 27, 2025.
We're repeatedly told that processing can take up to 5 days. That's all well and good. According to my calculations, we're now on day 6. Support keeps saying they can't do anything about it; the responsible department is in charge.
Please help!
Best regards
And I
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2 months 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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2 months ago
Dear AndiH95,
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
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2 months ago
TranslationYes, I understand. But the casino's terms and conditions state: "For amounts between €500 and €4999, withdrawals will be processed within 5 working days at the latest."
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2 months ago
Dear AndiH95, could you please confirm receipt of your withdrawal?
Thank you in advance for your response.
Best regards,
Attila G.
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2 months ago
Dear AndiH95,
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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2 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,
Attila
Casino.Guru
