The player from Germany faced a delayed payout of €10,000 from Nv.casino. Despite having submitted all required verification documents, he received inadequate responses from support. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player and closed the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
NV Casino - Player's withdrawal is delayed at Nv.casino.
Closed
Our verdict
Player stopped responding
Amount: €10,000
NV Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Dear Casino Guru Team,
I am writing to you to file a formal complaint against the online casino Nv.casino.
I have lost a total of approximately €55,000 on this platform. My player account currently has a balance of €10,000. I have submitted all required verification documents (ID, proof of address, bank details) in full. However, the payout has been delayed for over a week, and I've been fobbed off with standardized responses.
When I asked, I received the following statement from support:
"We are a completely honest and licensed site. We're sorry you had a negative experience. (...) You confirm that our website's services are legal in your country. (...) No refunds are possible."
In my opinion, this response is inadequate and legally questionable. To my knowledge, Nv.casino does not have a valid license in Germany, which violates the applicable State Treaty on Gambling (GlüStV 2021).
I am therefore forced to file a complaint with you and ask for your support in obtaining a payout of my balance.
I am happy to provide all evidence (screenshots, communications, transactions).
Thank you for your time and I hope for a fair review of my case.
Best regards
Automatic translation:
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11 months ago
Dear Luistan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible to you? Can you log in? Would you be able to share a screenshot of your withdrawable balance, and/or your pending payout requests?
- Have you passed the account verification of the casino? Which documents required for verification of your account have you submitted thus far?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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11 months ago
TranslationI keep getting the same, standardized response: I should verify my identity via KYC. I've uploaded the documents several times and also sent them by email.
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11 months ago
Thanks for the explanation.
- Have you received any responses from the casino when you uploaded or sent the documents the casino requested? Have you been given reasons as to why your documents might not have been approved?
- Is your account accessible to you, or has your account been blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
Looking forward to your reply.
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10 months ago
Dear Luistan,
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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10 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,
Tomas
Casino.Guru
