NV Casino - La solicitud de retiro del jugador se está retrasando.

They just keep asking for new documents and data. Normally, they have everything support told me. It's just a disgrace that they don't want to pay out.

Die wollen nur immer neue Dokumente und Daten. Normalerweise haben die alles was der Support zu mir gesagt hat. Einfach ne Frechheit das die nix auszahlen wollen.

Dear ShishaFlo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I've uploaded my ID card from the front and back, as well as a selfie of me with my ID card next to my head. I've also uploaded the bank statement from the debit, as well as a picture of just the debit. And I've uploaded my most recent payslip for the address. I uploaded the bank statements last night because they were supposedly missing.

Kind regards

Florian Z***

Ich habe mein Personalausweis von vorne und hinten sowie ein Selfie von mir mit Personalausweis neben den Kopf hochgeladen. Und ich habe den Kontoauszug von der Abbuchung sowie ein Bild nur von der Abbuchung hochgeladen. Und ich habe meine letzte Gehaltsabrechnung wegen der Adresse hochgeladen. Die Kontoauszüge habe ich gestern Abend zuletzt hochgeladen da die angeblich fehlten.

Mfg

Florian Z***

Thank you for your reply, ShishaFlo. Do I understand correctly based on your forum interaction that you entered the incorrect date of birth in your player profile?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you an email with all the screenshots showing everything. And I don't know why I should enter the wrong date of birth. My date is September 30, 1986, and it's supposed to say September 1, 1986. Honestly, I saw that it said September 30, 1986, not September 1, 1986. It seems to me they changed it so they wouldn't have to pay out the €5,000.

Ich habe Ihnen eine Email mit allen Screenshots gesendet die alles zeigen. Und ich weiß auch nicht warum ich ein falsches Geburtsdatum eintragen sollte. Ich habe am 30.09.1986 und es soll stehen 01.09 1986. Also ehrlich ich habe es gesehen das da 30.09.1986 stand und nicht 01.09.1986, es kommt mir so vor das die das geändert haben um die 5000€ nicht auszahlen zu müssen.

Could you please clarify if you currently have access to your casino account?

No, I don't have access to my account because it was immediately blocked. And since April 3, 2025, I've given all my documents to my lawyer so he can help me.

Nein ich habe kein Zugriff auf mein Konto da es sofort gesperrt wurde. Und seid den 3 April 2025 habe ich mein Anwalt die ganzen Sachen abgegeben damit er mir auch hilft.

So we discussed this case with our team and we decided that we will not assist you further. I checked the General T&Cs and I found this:

5.4. You certify that you have provided accurate, complete, and true information about yourself upon registration and will promptly update any registration information that may have changed to maintain its accuracy. Where the information is not provided, or is deemed to be incomplete, inaccurate, or outdated at any time, the Company reserves the right to suspend the account registration and treat any subsequent deposits to the Player’s account as invalid, with any winnings arising from such deposits being void, and may result in account closure, limitations, or voiding of transactions.

Unfortunately, by providing incorrect personal information you breached one of the main rules of online gambling, even if it was by accident. It would be impossible for you to verify your account and we believe the casino acted in compliance with their General T&Cs. I can only recommend that you be more careful next time and double-check all the information you fill in your player profile.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.