NV Casino - El reintegro del jugador se ha retrasado.

I am submitting a formal complaint against NV Casino regarding an unjustified delay in my withdrawal of €3,100.

My account ID on NV Casino is 78977712

​I have provided all the necessary KYC (Know Your Customer) documents as requested by the platform. On April 4, 2026, I contacted the live support team to verify the status of my account. During this conversation, a support agent named "Donald" explicitly confirmed that my documents "have been accepted because they meet the requirements."

​Despite this confirmation, the casino is refusing to finalize my verification or process my withdrawal, claiming that the "verification process has not yet been completed." When I asked for a specific reason for the delay or a timeline for completion, I was met with scripted, repetitive responses that failed to address the contradiction of having "accepted" documents but an "unverified" status.

​This appears to be a clear stalling tactic designed to prevent the payout of a significant balance. As my identity and documents have already been vetted and approved by their own staff, there is no legitimate regulatory reason to keep these funds restricted.

​Evidence:

I have preserved chat transcripts where the agent confirms the documents meet the requirements. I am ready to provide these screenshots to the Casino Guru mediation team upon request.

​Requested Outcome:

I request that NV Casino immediately finalize the internal administrative process and release my full withdrawal of €3,100 without further delay.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear umer_greece_123,

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

Dear umer_greece_123

All withdrawals are approved according to T&Cs of the casino, that you accepted at registration.

If you believe any of the terms were breached - please kindly specify.

Kind regards

Thank you for the response. However, you have not addressed the core issue.

​Your live support agent (Donald) explicitly confirmed on April 6, 2026, that my documents 'have been accepted because they meet the requirements.' If the documents meet the requirements and have been accepted, my account should be fully verified.

​Instead, I am being told the 'process is not complete' with no timeline provided. This is a clear contradiction.

​To resolve this, please specify exactly:

​Which specific term or condition (T&C) is currently preventing the release of my €3,100 withdrawal?

​What additional step is required if my documents have already been accepted?

Hello,

Please kindly refer to the latest response by support:

"Thank you for waiting. I have reviewed the information regarding your inquiry. To lift the restrictions, you need to upload the required documents to the verification section. To have these restrictions lifted, please provide us with a photo showing your face along with your ID and your open account on our website, so that your account ID (numbers) is visible.

The photo must be of good quality and all details must be clearly visible. All requested information must appear in a single photo.

Please upload the photo to the "KYC Verification" section of your profile and also contact us via online chat or email."

Regards

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

Dear umer_greece_123,

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,

Karla