Nevada Win Casino - Player experiences system error during withdrawal.

Have tried withdrawing funds since march 9th 2022.

Keeps saying to fill in bank details after ive already dont and tried submitting, then comes back with a error message

**Systrm error please contact our support**

Which i have done so many times and havent been helped to solve this problem.

Emailed multiple times ans spoke with live support but no thing happens

Dear Jahkrew11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Have never made a successful withdrawal before.

Yes have passed the KYC and have been verified.

Also accumulated winnings through a sign up bonus which has been wagered and also made a deposit as i was told i couldnt withdraw unless one had been made beforehand

Thank you very much for your reply, Jahkrew11. Do you currently have any pending withdrawals? Please post a screenshot of your withdrawal history here in this thread if possible.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Jahkrew11,

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.

No pending withdrawals as i am unable to even make one will forward all emails of contact ive tried to make

When was the last time you received a message from the casino? Do you currently have access to your casino account? Can you post here a screenshot of the error message you see when you try to request a withdrawal?

Dec 8th was last time have attached copy of that email here. Yes have access and also have attached error message that appears where trying to withdraw

Thank you very much, Jahkrew11, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Jahkrew11!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel,

I'm currently examining the post and discussing it with our team. I'll provide a response once I have a clear understanding of the situation.

Regards,

Levi

Communications manager.

Hi Levi!

Is there any progress?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Pavel,

I am still waiting on information related to this player due to holidays.

Regards,

Levi

Communications manager.

All right, I will set the timer once more.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jahkrew11,

Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience you have experienced with your withdrawal. It appears that there was an error on our end with the cashier options displayed to you. Unfortunately, SEPA withdrawals are not available for players residing in New Zealand. We understand the frustration this has caused and would like to resolve this matter as quickly as possible. Please contact our finance team at [ finance@nevadawin.com ] to discuss the next steps for settling this issue. We appreciate your patience and understanding.

Best regards,

NevadaWin Support Team

Dear Jahkrew11,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.