The player from Germany faced repeated rejection of his payout requests, having been denied 12 times despite submitting and receiving approval for all required documents. He expressed frustration over the ongoing issue. We investigated the case and confirmed that the player's account was verified and held no balance at the time. The player admitted to having played down his balance to zero after multiple withdrawal refusals. Since no winnings remained in the account and no pending withdrawals existed, we closed the complaint, noting that delays in withdrawal should not have led to depleting the balance.
NV Casino - Player's withdrawal requests are repeatedly delayed.
Closed
Our verdict
Other
Amount: €750
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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4 months ago
Important notice:
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4 months ago
Dear Atilato,
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 fully understand the situation.
- Could you please clarify the exact date when you requested withdrawals?
- Have you made any successful withdrawals before?
- Could you please confirm which KYC documents you have already submitted and when?
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
Petra
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3 months ago
Dear Atilato,
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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3 months ago
Dear Atilato
As per log, the transactions were declined due to document request.
As per the moment being - your account is verified.
Regards
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3 months ago
Translation
Honestly, I sent in all the documents, and for some reason, they weren't accepted as correct. And now all of a sudden they're correct??? I sent them at least three times, and each time they were rejected as incomplete. Now, all of a sudden, after I indicated I was complaining, the documents are fine??? Right then, when I played everything down to zero euros, when they wouldn't pay anything back, the documents were fine. But when I had enough winnings, the documents weren't fine. That's really strange to me.
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3 months ago
Thank you both for your replies.
Atilato, to help us better understand the situation, I would like to ask you a few additional questions:
- Are you able to log into your account?
- Could you please confirm your current balance in your casino account?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used for deposits?
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
- Have you received any specific reasons for the rejection of your payout requests?
Thank you again for your cooperation.
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3 months ago
Dear Atilato,
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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3 months ago
Thank you for your reply and for providing the previous details, Atilato.
Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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2 months ago
Dear Atilato
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
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2 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the NV Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear NV Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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2 months ago
Dear Romi
We would be happy to assist, we just don't understand what the complaint is about.
As previously stated, the player does not have any active/pending balance.
Looking forwards to your details re the case specifics.
Thank you in advance!
Regards
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2 months ago
TranslationDear Romi
So, even when I still had a balance, my withdrawals were rejected every time. That's why I eventually wiped out my entire balance. I know for sure that I had over €1950 in my balance. And every time I requested a withdrawal, it was rejected. Over 12 times. Strangely enough, when I played at other casinos, I always received my payouts. For example, at Novoline or other casinos.
That's why I haven't registered or played at NV Casino again, and I'll never put any money into it again. I prefer to play at other casinos now, where I know for sure that if I win, I'll actually get paid out.
Best regards
Atila Tokgöz
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2 months ago
TranslationDear Mr. Rimo,
They want proof, no problem. I can show that I had credit. And every time I tried to withdraw money, I was refused.
During that time, I even managed to increase my balance to €1950 and then wanted to withdraw €750, but unfortunately, it was also declined. I waited four days and tried again to withdraw €750, but it was also declined. That really made me angry, so I gambled away my entire balance. Because I swore to myself that I would never invest or play at NV Casino again. I have other casinos where it works; if I have a balance and want to withdraw it, I can get it from those casinos too.
Best regards
Atila Tokgöz
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2 months ago
Thank you, NV Casino, for the information.
Dear User,
We regret to inform you that we are unable to assist with your complaint at this time, as there is no balance in your casino account. We understand that this may be frustrating.
Please remember that if you experience any delays with a withdrawal, it is important to refrain from playing down your balance.
At this time, I will proceed to close this complaint. We appreciate your understanding and cooperation.
Respectfully,
Romi
