The player from Sweden had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained by that day. We had attempted to assist by extending the inquiry period and requesting updates, but the player did not respond to our messages. Consequently, the complaint was closed due to the lack of communication, although the player had the option to reopen the complaint in the future.
NV Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 15,000 kr
NV Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
I have played at nv casino. There have been a lot of problems with their site, first with the kyc verification and then with the payout. I was promised to get my money after at least 48 hours and a maximum of 5 days. I have been in contact with them and then they come up with different rules that say it can take up to 30 days for the withdrawal. For example, they write made-up rule numbers in every chat that are about the same thing, for example "according to rule 8.3.9," and then the next day they can write "according to rule 5.6.4." Even though the rules are about the same things
Automatic translation:
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9 months ago
Dear jenzema,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
Dear jenzema,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Dear jenzema,
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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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Nick
Casino.Guru
