NV Casino - El reintegro del jugador se ha retrasado.

Dear cchirila,

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.

I would like to inform you that I have also filed an official complaint with the Curaçao Gaming Control Board regarding the two unresolved withdrawals from NV.Casino:

€450 marked as "completed" on June 9th, but never received in my bank account

€110 still showing as "in progress" since June 10th, with no further updates

My bank (Sparkasse Gera-Greiz) has officially confirmed that no payment was received for either transaction. I have repeatedly asked for an ARN or proof of transfer, but NV.Casino support failed to provide any valid documentation.

For reference, I have attached all relevant documents and a formal complaint addressed to the regulator. I hope this situation can be resolved quickly and transparently.

Thank you for your help.

Complaint Update – Partial Payment Received

I would like to add an important update:

On June 10th, I successfully received a withdrawal of €185 to my bank card. However, the two other withdrawals remain unresolved:

€450 – marked as "completed" since June 9th, but not received

€110 – still "in progress" since June 10th

This partial payment raises concerns about the inconsistent processing of my withdrawals.

My bank (Sparkasse Gera-Greiz) has confirmed that only the €185 payment has reached my account — no sign of the other transactions.

I have asked NV.Casino support to explain:

Why the €185 was paid while the €450 and €110 were not

Whether there are delays, verifications, or technical issues causing this

To provide a valid ARN or proof of transfer for the €450

I’m still waiting for a clear answer. I hope Casino.Guru can help escalate this further.

Thank you for your ongoing support.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear cchirila,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika