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Casino: NVCasino

Disputed amount: 2165.99 CHF

Complaint description:

I deposited 190 CHF and received a 190 CHF welcome bonus.

The bonus was restricted to a specific slot, which I played but did not generate significant winnings.

After that, I switched to another game and continued playing exclusively with my real money balance, not with bonus funds. On that game, I placed very low real-money bets (0.20 CHF per spin) and won a total of 2165.99 CHF.

Two weeks ago, I requested a withdrawal of my winnings.

Before processing the withdrawal, the casino requested full KYC verification. I submitted all requested documents.

The verification process took to half week, as additional documents were requested twice after the initial submission. Eventually, all documents were marked as approved/verified on Friday 9th January.

After verification, I was informed that withdrawals for verified users usually take from a few minutes up to 48 hours, with a maximum of 5 business days.

I waited the full period, but after the deadline expiered, i contacted a support agent who informed me that they had pushed my withdrawal request to the finance department.

However, one day after the official withdrawal deadline, my withdrawal was rejected, with the request to submit a document that had already been provided during the verification process.

The reason given was that the casino required a bank statement to confirm account ownership, even though a bank statement had already been submitted earlier as proof of payment.

I immediately submitted the bank statement again, and it is currently marked as "under review."

Support responses have been inconsistent:

one agent stated that verification is handled 24/7, while another stated it is done only on business days.

At this point:

My KYC has been completed

The winnings were generated with real money

The withdrawal has been delayed and rejected without a clear final reason

I am requesting assistance to:

confirm that my verification is fully completed, and

ensure that my legitimate withdrawal of 2165.99 CHF is processed.

I have all relevant documents and screenshots available to support my case, including game history, chat logs, KYC verification, and bank statements

I am cooperating fully and only ask for a clear resolution.

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.

Dear Aladdin610,

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

Thank you for your reply. I understand that withdrawals may take time, and I am fully cooperating with the casino.

Please note that my account has been verified, my game history is available, and I am prepared to provide all relevant documents and screenshots, including chat logs, bank statements, and KYC verification, to support my case.

I submitted the withdrawal request on 7th January 2026, and it was rejected on 17th January 2026 after the finance department reviewed it, requesting documents that had already been provided.

I will patiently wait until the 14-day period mentioned in your message, and I hope Casino Guru will be able to intervene if the issue is not resolved by then.

Thank you for your support.

Dear Aladdin610,

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.

Dear Casino Guru Team

I would like to provide a precise update regarding my unresolved withdrawal case with NV Casino. This concerns the same winnings, the same account, and one continuous case since 7 January 2026.

Chronological overview

1. Initial withdrawal

On 7 January 2026, I requested a withdrawal of 2165.99 CHF.

2. Initial KYC verification

Between 7–9 January, the casino required and completed the standard KYC verification (identity and basic verification). After the verification was completed on 9 January, the withdrawal from 7 January continued to be processed.

Due to the weekend, the official processing period started on 12 January.

3. Delay and first rejection

After the processing period expired, I contacted support on 18 January. I was informed that my withdrawal had been pushed to the finance department and that payment should follow.

However, the withdrawal was rejected, and for the first time, the casino requested additional documents as proof of ownership of the bank account:

- a 30-day bank statement

- an annual account statement

These documents had not been requested during the initial KYC verification.

4. Document upload & verification confirmation (19 January)

On 19 January, I uploaded the requested bank documents. At that time:

- one document was marked "on review"

- the other was not visible in my KYC profile

Despite this, a support agent explicitly confirmed that:

- my verification was successful, and

- I could "safely withdraw."

This confirmation was given minutes after uploading the documents, even though the review was still ongoing. I have a screenshot of this confirmation.

5. Further withdrawal attempts and Source of Wealth requirement

Following the support agent’s instruction to "please try creating a new one," I submitted further withdrawal requests for the same amount.

After another rejection the next day, support informed me that the bank statements needed to be uploaded specifically to the "Source of Wealth" section of the KYC profile.

This requirement had not been clearly communicated earlier, even though the same bank documents had already been requested and uploaded as proof of ownership.

I then uploaded the requested documents (30-day bank statement and annual account statement) to the Source of Wealth section as instructed.

However, after uploading them, both documents were not visible in my KYC profile, which caused concern.

I contacted support regarding this issue. The support agent confirmed that:

- the documents were successfully received on their side,

- forwarded to specialists for review,

- their absence in my KYC profile was only a display issue in the app, not a loss of documents.

6. Repeated full-verification confirmations (latest chat)

In a recent support chat (screenshotted), I was explicitly told multiple times that:

- my account is fully verified,

- Source of Wealth is verified and accepted,

no additional documents are required, and

- I can safely submit a withdrawal request.

I was also told that even if the documents are not visible in my KYC profile, they are accepted in the system and already reviewed.

7. Current Status

Shortly before this update/post, I submitted a third withdrawal attempt for 2165.99 CHF, based on these repeated confirmations that my verification is fully completed.

Important facts

- This is one single continuous case, not separate issues.

- The winnings were generated entirely with real money, not bonus funds.

- I possess screenshots of multiple support confirmations, including statements that my account is verified and that I can safely withdraw.

- I have the initial verification email from 9 January confirming basic KYC checks, and the final verification email from 20 January stating "to finalize your verification," confirming that all required documents were successfully reviewed.

- Document requirements and instructions were communicated inconsistently.

- I have fully cooperated and provided all requested documents multiple times.

Request

I am asking Casino Guru to intervene, as:

- this withdrawal has been pending since 7 January 2026,

- repeated rejections appear administrative rather than based on missing

documentation, and

- I have complied with every request made by the casino.

I have all supporting materials, including screenshots of support confirmations, KYC verification, bank statements, and chat logs, available to provide upon request. These can be submitted immediately if needed to verify the sequence of events and confirm that all requested documents were uploaded correctly.

Thank you very much for your assistance.

Kind regards,

Aladdin610

Update – Repeated document request despite confirmed full verification

Since my last update (currently pending approval), the situation has escalated further.

After multiple written confirmations from NV Casino support that:

- my account is fully verified,

- Source of Wealth is approved,

- no additional documents are required,

and I can "safely withdraw",

my third withdrawal attempt for CHF 2,165.99 was rejected again.

This time, NV Casino requested the same bank statement / proof of income once more, claiming it is required to "finalize verification", despite:

- the document already being uploaded,

- marked as approved in my KYC profile,

- and explicitly confirmed as accepted by support multiple times.

Support has given contradictory instructions regarding:

whether the document must be uploaded to

- Other Documents or Source of Wealth,

- whether it must be an image or PDF,

- and whether it is already verified or still missing.

Additionally, a "detailed email from a department" explaining the exact requirement was promised, but no such email has been received after more than 72 hours.

At this point:

I am unable to determine

- what exact document is allegedly missing,

- where it must be uploaded,

- or why a previously approved document is being re-requested.

I am attaching screenshots of the relevant support conversations showing:

- confirmation of full verification,

- acceptance of Source of Wealth,

- and the contradictory instructions.

I am requesting Casino Guru’s assistance to:

- clarify whether NV Casino is allowed to repeatedly re-request already approved documents,

- and help obtain a clear, final resolution so the withdrawal can be processed.

All additional evidence (full chat logs, verification emails, withdrawal history) is available immediately upon request.

Additional note regarding evidence / attachments

Due to technical limitations on the number of attachments per post, I was only able to upload a small selection of screenshots.

The attached screenshots are representative examples and already show the core issue:

- support confirming that re-uploading the bank statement is not necessary if already verified,

- followed by copy-paste responses stating the same document is missing,

- and contradictory instructions regarding KYC sections (Source of Wealth vs Other Documents).

I have significantly more evidence available, including:

- full chat logs from multiple support agents,

- confirmations that Source of Wealth was verified (including explanation of a display bug),

- withdrawal rejections despite verification confirmations,

- and emails related to the verification process.

If needed, I can upload the complete, chronologically ordered evidence set immediately or provide it upon request in a consolidated form.

The limited number of screenshots attached here is not a lack of proof, but solely due to attachment restrictions.

Hello Aladdin610,

Thank you for the detailed update and for clearly outlining the situation.

To help us proceed effectively, could you please confirm the following points:

• What is the current status of your withdrawal in your casino account (pending / rejected / under review)?
• On what exact date was the most recent withdrawal request submitted?
• Has the casino specified exactly which document is allegedly still missing or required (name/type of document)?
• Have you received any written confirmation by email from the casino stating that your verification or Source of Wealth has been fully completed?

Once these points are confirmed, we will be able to evaluate the situation more clearly and decide on the next steps.

Thank you for your continued cooperation.

Karla

Hello Karla,

thank you for your response. Please find the requested clarifications below:

1. Current withdrawal status

The withdrawal is currently rejected. This was my third withdrawal attempt for the same amount (CHF 2,165.99).

2. Date of the most recent withdrawal request

The most recent withdrawal request was submitted shortly before my last update, after multiple confirmations from NV Casino support that my account was fully verified and that I could safely withdraw (January 22–23, 2026).

3. Document allegedly still missing / required

The casino stated that I still need to provide "bank statements or payslips to authenticate the origin of funds" (covering up to the last 12 months and including my full name).

However, this requirement has been unclear and inconsistent, because:

- A 30-day bank statement had already been submitted earlier and confirmed as verified.

- The same document was later treated as Source of Wealth.

- Support confirmed in chat that Source of Wealth was successfully verified on their side, but not visible in my KYC profile due to a display bug.

- In addition, during the support chat I was explicitly told that a separate, detailed email would be sent to me by the verification / compliance specialists, clearly specifying which exact final document is required and where it must be uploaded.

This email was promised within 24–48 hours, however no such email was received.

But earlier this day i received (for the second time) a generic NV Casino email titled "to finalize the verification", despite the fact that, as shown in the attached screenshots, support had already confirmed that:

- my account is fully verified,

- Source of Wealth is approved,

- and I can safely initiate a withdrawal.

This creates an additional contradiction:

I was told in writing that verification was completed and withdrawal could proceed, yet I later received another "finalize verification" email without any new or clearly defined document requirement, repeating the same vague wording as before.

As a result, I am left without clear, consistent instructions and without the promised clarification from the verification department.

I have screenshots of these confirmations. Despite this, the same document continued to be re-requested under different wording (bank statement / payslip / income statement), without a clear explanation of what exactly is still missing or why an already approved document is being requested again.

4. Written confirmation by email

No but I received:

an initial email confirming successful basic KYC verification, and

a later verification-related email indicating that the requested documents were reviewed in order to finalize verification.

In addition, I have multiple written confirmations from live chat support explicitly stating that:

- my account is fully verified,

- Source of Wealth is approved,

- no additional documents are required,

and I can safely withdraw.

Please let me know if you need me to upload any specific screenshots or emails to support these points.

Kind regards,

Aladdin610

Hello Karla

To clarify the remaining points:

- The most recent withdrawal request was submitted on 22 January.

- The withdrawal was rejected on 23 January.

Apologies for not stating the exact dates clearly in my previous update. I wanted to make sure this detail is now explicitly confirmed.

Kind regards,

Aladdin610

Dear Aladdin610,

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,Jana, jana.k@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,

Karla Mayfly

Dear Aladdin610,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite NV Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Greetings,

We do not see any active withdrawal requests.

Casino cannot make one for the player.

Kind regards

Thank you for the response.

It is correct that there is currently no active withdrawal request — this is because all previous withdrawal attempts were rejected by the casino, despite repeated confirmations that my account and Source of Wealth were verified.

The unresolved issue is therefore not the absence of a withdrawal request, but the reason why every withdrawal attempt was rejected after verification was confirmed and why the casino kept requesting already approved documents.

I kindly ask the casino to clarify what exactly prevented the previous withdrawals from being processed and what specific requirement must be fulfilled to allow a successful withdrawal, as this was never clearly explained.

Greetings,

Rejected

Reason: Document request 

Kind regards

Dear Aladdin610,

I understand that you may be feeling frustrated, and I empathize with your situation. However, the verification process is crucial for ensuring the security and integrity of our services. As the casino is unable to meet you in person, it is essential that we adhere to the requirements for verification documentation. I kindly request that you submit the necessary documents so the casino can fully verify your account and proceed with your withdrawal. Thank you for your understanding and continued cooperation.

Thank you for the response.

The issue is not my unwillingness to cooperate. I have already submitted all requested documents multiple times, and support repeatedly confirmed in writing that my account and Source of Wealth were fully verified and that I could "safely withdraw."

However, every withdrawal attempt was rejected with the generic reason "Document request," without clearly specifying which exact document is still missing, why previously approved documents became insufficient, or where the document must be uploaded.

I respectfully ask the casino to answer clearly and specifically:

- What exact document is currently required (precise name/type)?

- Where must it be uploaded (Source of Wealth / Other Documents / elsewhere)?

Without these clarifications, it is impossible for me to comply, as the instructions so far have been contradictory.

Thank you for addressing this concretely so the withdrawal can finally be processed.

Kind regards,

Aladdin610

Hello Jana — quick clarification request: please ask NV to confirm whether their current document requests concern identity/person verification or account/payment-method verification, and to provide the exact document name they require and the internal case ID/timestamp of the review that found previously approved documents insufficient. Thank you.

Dear NV Casino representative,

I hope this message finds you well. I would appreciate your assistance in specifying the documents required to fully verify the player’s account. The player is currently unable to proceed with their withdrawal due to a document request notification. Your cooperation in this matter would be greatly valued, as it will allow us to move forward efficiently.

Dear Jana, Aladdin610

The verification dept. is still waiting for SOW.

Kind regards

Hello Jana / NV Casino,

I attach screenshots showing the bank statements I uploaded to Source of Wealth: they were marked "on review" and then disappeared from my KYC profile. These statements cover the requested 12-month period.One of the same bank statements is also visible as Approved in the Other Documents section (see attached screenshot).

Please answer in writing, point-by-point:

Do the uploaded bank statements (attached) already meet the 12-month requirement? (Yes / No)

If No: what exact document (precise name/type, example) is required instead?

Please be specific — no generic wording.

Please note we have provided multiple screenshots in this thread that show we asked support and received unclear and contradictory instructions. Despite that, the casino still has not cooperated or provided clear guidance in the Casino Guru thread.

Finally, please confirm that once the specified document (if any) is accepted, my withdrawal will be processed without further document requests.Thank you — I await a clear written reply so I can comply precisely.

Kind regards,

Aladdin610

Hello,

it appears that some screenshots were not uploaded correctly in the previous post.

I am attaching those missing screenshots with this post to complete the evidence.

Apologies for the inconvenience, and thank you for your understanding.

Kind regards,

Dear Aladdin610

Please kindly make a withdrawal request.

Regards

Hello,

I will not create another withdrawal request until I receive a clear written confirmation from you on the following point:

If I submit a new withdrawal now, will it be processed immediately and without any further document requests? (Yes / No)

Also please confirm whether the previously uploaded bank statements (attached) already meet your 12-month requirement, or state exactly which precise document is still required and where it must be uploaded.

I am copying the Resolver (Jana) to ensure this is clarified officially.

Kind regards,

Aladdin610

It's up to you then :)

Dear Aladdin610,

Thank you for your attention to the previous message from the casino. I would greatly appreciate it if you could proceed with the withdrawal request at your earliest convenience. Additionally, please keep us updated on the progress, ensuring that everything goes smoothly without any complications during the withdrawal process. Thank you for your understanding and ongoing cooperation.

Hello Jana / NV Casino

The withdrawal request (CHF 2,165.99) was submitted and is now marked Success in my account (screenshot attached). Please provide the transaction reference and expected payment date. I will monitor my bank and report back once funds are received. Thank you.

Aladdin610

Dear Aladdin610

Have you received the winnings yet?

Thank you in advance!

Regards

Dear Aladdin610,

please keep us informed when you receive the funds from the casino.

Dear Jana, dear NV Casino team,

I would like to confirm that the withdrawal of CHF 2,165.99 has now been successfully processed and received in my bank account.

Thank you for your assistance and cooperation in bringing this matter to a resolution.

This issue can now be marked as resolved.

Kind regards,

Aladdin610

Dear Aladdin610,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru