The player from Greece had successfully completed account verification and made a deposit of €2,500 with selected bonuses. However, when he attempted to withdraw, the option was locked, and he was repeatedly asked for the same documents, which had been previously approved, citing poor photo quality. The withdrawal process did not progress. The issue was resolved after the player confirmed resolution through the complaint system, and the complaint was marked as resolved by the Complaints Team. The resolution was acknowledged, and the player was encouraged to provide feedback on the service.
NV Casino - Player's withdrawal is delayed due to repeated document requests.
Resolved
Our verdict
Case closed
Amount: ??
NV Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Good evening,
I logged into the casino and completed my account verification. Up until this point everything was fine.
Then I made a deposit of €2,500 and chose the SUPER bonus of €500 and €700. Finally, a bonus won X10
When I tried to withdraw money, the withdrawal option was locked and I was asked again for the same documents, which had already been approved previously.
So far the process has not progressed and every day they ask me for the same documents, with the reason being poor photo quality (iphone 17pro max)
Please let me know the reason for the delay and how I can complete my withdrawal so I can continue playing.
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which specific documents that you sent to the casino have not yet been approved during the KYC verification process?
- Please forward me the photographs that the casino allegedly considers to be of poor quality to veronika.f@casino.guru, so I can review them.
- When was the last time you submitted any documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Its all fine i lost the money on purpose to find my peace…this casino are scammers…nothing to talk about…they avoiding the payment every day…i have spoken to the authorities in greece,they dont have even license from the goverment.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear NikosGeorgou,
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,
Veronika
