The player from Romania had completed the KYC verification, yet the casino refused to process his withdrawal. Despite multiple inquiries and a request for further details from the Complaints Team, the player did not respond. Consequently, the complaint was closed due to the lack of communication, though the player retained the option to reopen it in the future.
NV Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: 5,050 lei
NV Casino
Safety Index:HighCase summary
Discussion
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6 months ago
they don't want to process my withdrawal even though the kyc verification is complete
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6 months ago
Dear Mss22,
Thank you very much for submitting your complaint. I’m sorry to hear that your withdrawal has not been processed, even though your KYC verification is complete.
To better understand your situation and contact the casino on your behalf, could you please clarify the following details:
- When exactly did you request the withdrawal?
- Did the casino provide any reason for the delay or refusal to process your withdrawal after completing the KYC process?
- Have you received any emails or messages from the casino regarding the status of your account or withdrawal?
- If possible, please forward any relevant communication with the casino to [email protected] for our review.
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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6 months ago
Dear Mss22,
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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6 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,
Petronela
Casino.Guru
