NV Casino - Pelaajan kotiutus viivästyy ja hylätään.

I had pending withdrawals for 842222,84 BGN on NV Casino since the 27th of November 2025, they told me I had to wait for 30 working days which would expire on the 14th of January 2026 which I was okay with, this is as per their terms and conditions and considering how big the amount is, I was fine with waiting. Up until now, they had approved 4 withdrawals for 9,500 BGN each on 06.12, 11.12, 16.12 and 21.12.

However, today on the 21st of December 2025, I received e-mails that my next two withdrawals were declined. I went to chat, to ask them what the reason was, and they told me it happened due to a "technical issue". I was shocked, because that meant that if were to submit withdrawals for these 2 declined/failed ones, my waiting period would extend with another 30 days. If this is not a predatory tactic, I don't know what is.

I think I have been more than patient with them until now, waiting for almost a month to receive my money, having to wait for almost another full month for them to fulfill their promise from this point onwards, but them telling me that I have to now submit those two again and for 30 more working days from today is a pure scam.

I need your help to receive my money as soon as possible, please.

Regards,

Emil

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 eyordanov,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your pending withdrawals.

To better understand the situation and to determine how we can proceed with this case, I kindly ask you to provide some additional details and supporting evidence:

• Could you please confirm the total disputed amount of 842,222.84 BGN by providing a screenshot of your withdrawal history or account balance showing this figure?
• If you have any written communication (emails or chat transcripts) where the casino explained the "technical issue" or confirmed the 30-working-day processing period, please provide those as well.
• Could you confirm whether the declined withdrawals were automatically canceled by the system or remain visible in your withdrawal history as failed or pending?
• Have you already been asked to resubmit the declined withdrawals, or is this only what the live chat advised you to do?

You may forward any relevant communication or screenshots directly to petronela.k@casino.guru if that is more convenient.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear eyordanov,

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.

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,
Petronela
Casino.Guru