NV Casino - Player's withdrawal is delayed due to KYC issues.

After wagering a considerable amount i was able to win about 4x the ammount wagered , everything good until i tried to withdraw , i was asked to perform KYC . I did the KYC and was verified on all requested / id / payment method / selfie with id and card / proof of address , after a couple of hours withdraw was rejected and i was asked again to upload a selfie with better quality , i did that and pending approval for that

Dear hysteric,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

When exactly did you send the selfie?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

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.

Hello,

This is the first time i interacted with this website

As an update 2nd selfie was approved the 2nd day and withdrew again.

The total ammount was split in 10 requests ( i dont know why ) , 9 of 2000lei and 1 of 1500lei.

Currently received :

2x 2000lei batches on the 12th

1x 1500lei batch of the 13th

1x 2000lei batch today.

And each was missing about 50lei (10euro) i guess there is a fee for each transaction

Still waiting for 6 transactions that are currently that are incomplete.

Contacted support over the chat , the answer was that after the KYC there is a 5min-48h processing time of withdrawls and no longer that 5 days for ammounts between 500-5000euro and that weekends and holidays may impact the process , this makes no sense as 3 of the 4 received ammounts came in the weekend.

Also my guess is that withdraws are purposely delayed in any way possible, this way they try to make you waste some more money as the balance is also not locked and you can still play with it .

Dear hysteric, just to make sure I understand your situation correctly:

Was your verification (KYC) fully approved now?

And how much money have you received so far in total from your withdrawal requests?

Dear hysteric,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.