The player from Germany is facing difficulties withdrawing his winnings as the casino continuously requests new documents and data, despite having submitted the required information previously.
NV Casino - Player's withdrawal request is being delayed.
Amount: €5,000
NV Casino
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7.1
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Opened
Current status
Waiting for Casino Guru to reply
3d 9h 26m 19s
Case summary
3 days ago
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2 weeks ago
Translation
They just keep asking for new documents and data. Normally, they have everything support told me. It's just a disgrace that they don't want to pay out.
Automatic translation:
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2 weeks ago
Dear ShishaFlo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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2 weeks ago
Translation
I've uploaded my ID card from the front and back, as well as a selfie of me with my ID card next to my head. I've also uploaded the bank statement from the debit, as well as a picture of just the debit. And I've uploaded my most recent payslip for the address. I uploaded the bank statements last night because they were supposedly missing.
Kind regards
Florian Z***
Edited by a Casino Guru admin
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1 week ago
Thank you for your reply, ShishaFlo. Do I understand correctly based on your forum interaction that you entered the incorrect date of birth in your player profile?
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.
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1 week ago
Translation
I sent you an email with all the screenshots showing everything. And I don't know why I should enter the wrong date of birth. My date is September 30, 1986, and it's supposed to say September 1, 1986. Honestly, I saw that it said September 30, 1986, not September 1, 1986. It seems to me they changed it so they wouldn't have to pay out the €5,000.
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3 days ago
Could you please clarify if you currently have access to your casino account?
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3 days ago
Translation
No, I don't have access to my account because it was immediately blocked. And since April 3, 2025, I've given all my documents to my lawyer so he can help me.
Automatic translation:
Casino Guru is examining the case
