The player from Greece successfully reopened his account after a ban and verified it previously. After depositing 150 euros and turning it into 2000 euros, he is unable to withdraw his winnings due to repeated requests for ID verification, despite sending over 10 high-resolution photos.
NV Casino - Player's withdrawal is delayed due to verification issues.
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5d 12h 0m 53s
NV Casino
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4 days ago
Translation
I had been banned from the casino and I successfully reopened my account. Before I was banned, I had fully verified my account and had successfully made a few withdrawals. Now, as soon as I opened it, I deposited 150 euros and it turned into 2000. I go to withdraw and it asks me again for a photo to keep my ID, even though I had given it in the past and it was approved. I have sent more than 10 high-resolution photos and they reject them and I cannot withdraw. The money is not from a bonus nor is there any condition. They simply do not verify my account.
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2 days 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.
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2 days 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.
- Could you please forward the most recent photos you submitted to the casino for verification to veronika.f@casino.guru?
- Have you ensured that your photographs meet the required criteria—that they are clear, easily readable, in the correct format, and that all four corners of your ID are visible?
- Has the casino specified why your photographs could not be approved? If so, please include the most recent messages you received from the casino regarding this matter.
- Have you been asked to provide any additional documents for the verification of your account?
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
