NV Casino - El jugador cree que el reintegro se ha retrasado.

I am writing to formally file a complaint against NV Casinos due to the unjustified blocking of my €8,300 (CHF) withdrawal and the complete lack of support and cooperation from their team.

It has now been over two weeks since I started this process — including verification and the withdrawal request — and I have complied with all document requests promptly and fully. Despite that, there has been no progress and the funds remain blocked without any clear explanation or estimated resolution time.

The customer support is extremely poor: they take 2 to 3 business days to reply to every message, and when they do respond, it's always vague, repetitive, and unhelpful — just telling me to "wait a little longer." The live chat is completely useless, only redirecting me to the same support team that is clearly not taking any meaningful action.

There has been zero cooperation from their side, and I feel completely ignored as a customer. This situation is becoming unacceptable, especially considering the amount involved and the lack of professionalism.

I kindly ask that you investigate this matter or publish this complaint on your platform to help warn other players about the risks of using NV Casinos.

Dear dudugab,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear all

According to our records, the account is not blocked, and the payments are scheduled to be paid.

Dear dudugab

Please kindly inform once you receive the payouts.

Regards

Dear dudugab,

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 dudugab,

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,
Dominika
Casino.Guru