The player from Germany had completed the full verification process with NV.Casino, but they refused to process payouts due to two duplicate documents marked as “Rejected.” The support team directed him to emails and would not remove these outdated entries, preventing him from accessing his balance. We asked for the verification requirements and communication details. The issue was later marked as resolved by the player, indicating a positive result regarding his verification and payouts. The complaint was closed as a result.
NV Casino - Player's withdrawal is delayed due to rejected documents.
Resolved
Our verdict
Case closed
Amount: €75
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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Public
3 weeks ago
Translation
I have fully verified my identity with NV.Casino. My ID, proof of address, selfie, and main bank statement have been officially approved in the system.
Nevertheless, the casino refuses payouts because two duplicate additional documents are listed as 'Rejected' in the payment receipt category.
Support only refers me to emails and refuses to remove these redundant old entries from the system to finally activate the account. I demand a payout of my balance.
Automatic translation:
Public
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Could you please explain what the requirements for verification are, as mentioned in the emails you refer to?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? 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
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dpfeiffer377,
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,
Tomas
