The player from Bulgaria had deposited 20 leva into NV Casino on 03.08.2025, but the amount was withdrawn from her bank account without being added to her casino balance. Despite having contacted the casino multiple times, she only received updates that her case was under consideration. The issue remained unresolved due to a lack of response from her, which led to the closure of the complaint by the Complaints Team. The player was informed that she could reopen the complaint in the future if she chose to resume communication.
Topwin.bg Casino - Player’s deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: 20 лв
Topwin.bg Casino
Safety Index:LowCase summary
Discussion
Sensitive attachment
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6 months ago
Translation
My problem is with NV Casino on 03.08.2025 I deposited 20 leva the amount was withdrawn from my bank account and was not added to the balance in the application after I contacted them they asked me to wait 24 hours and I did so after this period there was no development again and since then no matter how many times I ask what is going on they tell me that the case is being considered
I am also attaching photos as proof.Automatic translation:
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6 months ago
Dear Maria991,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Katarina
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5 months ago
Dear Maria991,
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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4 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,
Katarina
Casino.Guru
