NV Casino - El reintegro del jugador se ha retrasado.

Hello,

On June 9th at 10:13 a.m., I received notification that my winnings of €230 had been successfully paid out. However, they were never credited to my bank account.

Previous payouts were credited to my bank account at the same time the email arrived.

After I contacted support, I received a message saying that I would have to wait 72 hours and then I would receive a payment confirmation showing that the amount had actually been paid out.

The 72 hours have long since passed, so I am turning to you here.

Hallo,

ich habe am 9.6. um 10:13 Uhr die Mitteilung erhalten das mein Gewinn in Höhe von 230€ erfolgreich ausgezahlt wurde. Dieser wurde aber nie auf meinem Bankkonto gutgeschrieben.

Vorherige Auszahlungen wurden zum gleichen Zeitpunkt in dem die Mail eingetroffen ist meinem Bankkonto gutgeschrieben.

Nachdem ich mich mit dem Support in Verbindung gesetzt hatte, habe ich die Mitteilung bekommen das ich 72 Std warten müsse und mir dann die Zahlungsbestätigung zugeschickt wird auf der ich sehen könne das der Betrag wirklich ausgezahlt wurde.

Die 72 Std sind längst verstrichen, darum wende ich mich hiermit an sie.

Dear Packleader,

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 Packleader,

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.

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

Dear Packleader,

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