The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. He reported that his KYC documents had already been uploaded and confirmed, but the casino kept requesting a photo of the front and back of his credit card, which he could not provide because he had used a virtual PayPal card. We explained that payment-method verification was a standard KYC step, but since he had continued playing with the disputed balance and lost the funds, there was no outstanding balance left to claim, so the complaint was closed.
NV Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €80
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
Hello, I played at the casino and won over €100!
When I then wanted to withdraw my funds, I was told I should upload documents.
I did this, but I still receive a message saying that I am missing some documents.
That's such an outrage, and that's why I'm going to take legal action!
So be careful and don't waste your money at this casino!
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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
Dear RealGangsta7,
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
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3 weeks ago
TranslationI have uploaded all the documents for KYC verification and this has been confirmed!
But now they're saying I should also photograph the front and back of my credit card.
That doesn't work because I have a virtual credit card from PayPal. I even sent a picture of it, but they don't accept it, so I can't proceed! They're completely messing with me, even though they know perfectly well who I am because I submitted all the documents: passport, utility bill, ID card, bank card – everything!
And that's why I'm asking for your help so I can get my money. I'm owed €230 now!
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3 weeks ago
Dear RealGangsta7
Please kindly provide the requested missing documents and the withdrawal will be approved in no time.
Regards
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3 weeks ago
TranslationI have submitted everything as far as possible!!!! (see attachment)
Everything was confirmed and approved there.
You just want to keep the money and rip me off, that's unacceptable!
Despite this, you still refuse to pay me, which is fraud on my part!
I now want €220 paid out to my bank account.
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3 weeks ago
Translation@CasinoGuru this casino has been claiming the same thing over and over again for about a week now with their disgusting AI live chat.
It makes you feel stupid when you can't get anywhere because they're messing with you like that.
My emails are never answered anyway!
I've already submitted everything: my bank card front and back, my ID card front and back, a utility bill, a bank statement, and a screenshot of my PayPal card (debit/credit card)!
They still refuse to pay out, even though they themselves have already approved it, as we can see in the pictures!
I am begging you, Casino Guru, please help me so that I can get my money back.
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3 weeks ago
TranslationIt's now even €370!!
I need help from @CasinoGuru!!!
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3 weeks ago
Hello,
Please kindly refer to the latest request from the support:
Regards
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3 weeks ago
TranslationAlways the same crap!!!
There is no other option than what I have already sent you, you dishonorable wretches!!!!!!!
How many more times do I have to say it? You just want to SCAM and CHEAT me!
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2 weeks ago
TranslationIt's now even €400 that still hasn't been paid out!!!!!
The best part is, you can even be called Jesus Christ when making a deposit!! They wouldn't give a damn! 💯💯🤦🏻
But woe betide you if you want to withdraw any money!!!!!!!!!!!!!!!!
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2 weeks ago
TranslationSo guys, ALL the money is gone because they set it up so that I lost everything!!!!
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2 weeks ago
Dear RealGangsta7
Can you control your gaming activity? Do you have a gambling problem?
Did someone push you to continue playing?
Regards
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1 week ago
Dear RealGangsta7,
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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1 week ago
TranslationGood evening Jean,
No, nothing was paid out!!
Out of frustration, I kept playing and all my money went down to €0!
I suspect that they set it up that way.
Above your message you can see the accusations about whether I was pressured and whether I have a game/problem!
To write something so brazen is below all standards!!
They didn't pay me the almost €500 even though I submitted all the documents, and then I get such a disgraceful response!!
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1 week ago
Dear RealGangsta7,
Thank you for your update. I am sorry to hear that this situation caused you so much frustration.
Unfortunately, since you decided to continue playing with the disputed balance and the funds have now been lost through gameplay, there is no longer an outstanding balance that we can ask the casino to pay. While we understand that the prolonged verification process contributed to your frustration, the decision to continue playing with the funds ultimately remains with the player.
We understand your dissatisfaction with the casino's communication and the repeated requests concerning your payment method. Nevertheless, payment-method verification is a standard part of KYC procedures, and casinos may require verification of the payment method used before approving a withdrawal.
As the disputed funds have already been played and lost, regrettably, we are unable to proceed further with the complaint or request reimbursement from the casino. We will therefore close this complaint.
We are sorry that we could not provide a more favorable resolution and thank you for your understanding.
Best regards,
Jean
Casino Guru
