NV Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

I had been banned from the casino and I successfully reopened my account. Before I was banned, I had fully verified my account and had successfully made a few withdrawals. Now, as soon as I opened it, I deposited 150 euros and it turned into 2000. I go to withdraw and it asks me again for a photo to keep my ID, even though I had given it in the past and it was approved. I have sent more than 10 high-resolution photos and they reject them and I cannot withdraw. The money is not from a bonus nor is there any condition. They simply do not verify my account.

Είχα κάνει αποκλεισμό από το καζίνο και ξανά άνοιξα το λογαριασμό μου με επιτυχία. Είχα κάνει πριν κάνω αποκλεισμό πλήρη ταυτοποίηση του λογαριασμού μου και είχα κάνει και μερικές αναλήψεις με επιτυχία. Τώρα μόλις το ανοιξα κατέθεσα 150 ευρώ και τα πήγα 2000 πάω να κάνω αναληψη και μου ζητάει πάλι φωτογραφία να κρατάω την ταυτότητα μου ενώ είχα δώσει στο παρελθόν και είχε εγκριθει. Έχω στείλει πάνω από 10 φωτογραφίες υψηλής ευκρίνειας και μου της απορρίπτουν και δεν μπορώ να κάνω αναληψη. Τα χρήματα δεν είναι από μπόνους ούτε υπάρχει κάποια προϋπόθεση. Απλά δεν επαληθεύουν τον λογαριασμό μου.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the most recent photos you submitted to the casino for verification to veronika.f@casino.guru?
• Have you ensured that your photographs meet the required criteria—that they are clear, easily readable, in the correct format, and that all four corners of your ID are visible?
• Has the casino specified why your photographs could not be approved? If so, please include the most recent messages you received from the casino regarding this matter.
• Have you been asked to provide any additional documents for the verification of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear kostis2209

Sorry, but we do not understand the core of the issue.

Your account is currently blocked upon your request:

" I want to delete my account forever because you are scammers and I don't trust your casino and I don't want to play at this crappy casino again."

You have zero on your balance.

The total amount of deposited funds: ~4k

Total amount of withdrawn funds: ~11k

Can you please describe your problem in more detail, if possible?

Regards

Since I have fully verified my account and have made withdrawals 3 months ago, you can't ask me for a photo of my ID and not let me make a withdrawal. I uploaded 10 high resolution photos and you still told me it's not okay. Just so I can play with the money again. You are just ridiculous.

Από την στιγμή που έχω επαλήθευση πλήρως το λογαριασμό μου και έχω κάνει αναλήψεις πριν 3 μήνες δεν γίνετε να μου ξαναζητατε πάλι φωτογραφία να κρατάω την ταυτότητα μου και να μην με αφήνετε να κάνω αναληψη. Σας ανέβασα 10 φωτογραφίες υψηλής ανάλυσης και πάλι μου λέγατε δεν είναι εντάξει. Απλά και μόνο για να ξαναπαίξω τα χρήματα. Είσαι απλά γελοίοι.

Dear kostis2209

Casino reserves the right to request any document if needed at any time.

Is there anything in specific we can help you with at this moment?

Regards

Dear NV Casino Representative,

Thank you very much for joining the resolution of this complaint and for providing additional information regarding the player’s issue.

Dear kostis2209,

Could you please confirm whether your account has been blocked again and whether you lost your entire balance before requesting account closure?

Dear kostis2209,

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.

No, I just deleted my account from NV Casino because all this happened with the photos they wouldn't accept and I gambled away the entire amount.

Όχι απλά διέγραψα τον λογαριασμό μου από την nv casino επειδή έγινε όλο αυτό με της φωτογραφιες που δεν μου δεχόντουσαν και έπαιξα όλο το ποσό.

Dear kostis2209,

Thank you for your reply and for providing an update regarding your account situation.

After carefully reviewing the information provided by both parties, we understand that your account was successfully verified in the past and that you were previously able to make withdrawals. However, we also note that the casino reserves the right to request additional verification documents at any time, particularly in cases where account status changes (such as reopening a previously closed or self-excluded account).

In your case, the casino requested renewed verification after the account was reopened and a new deposit was made. While you mentioned submitting multiple documents, we have not been provided with evidence confirming that the documents met all required verification criteria or that the casino acted outside of its standard KYC procedures.

We also take into account your confirmation that your account has since been closed and that the remaining balance was lost through gameplay before any withdrawal could be processed. As a result, there are no remaining funds subject to withdrawal or dispute.

Based on the available information, we are unfortunately unable to conclude that the casino acted unfairly or that a refund is justified in this situation.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika