NV Casino - Las solicitudes de retiro de los jugadores están siendo rechazadas.

I have a real money balance of €1000 at NV Casino. I've tried to withdraw my money four times, but it's been rejected four times, even though all the required verification documents have been uploaded and approved. This looks like fraud to me.

Ich habe bei NV Casino ein EchtgeldGuthaben von 1000,- €. Ich habe 4 mal versucht, mir mein Geld auszahlen zu lassen, doch es wurde 4 mal abgelehnt, obwohl alle benötigten Dokumente zur Verifizierung hochgeladen sind und auch genehmigt wurden. Das sieht für mich hiert nach Betrug aus.

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 Thommy64,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re having with your withdrawals.

To help us understand the situation and proceed with the mediation, could you please clarify a few points?

• When did you submit your verification documents, and which documents were requested by the casino?
• Have you ever successfully withdrawn funds from this casino before?
• What exact reason did the casino give for rejecting your withdrawals each time? If you received any messages or emails, please share the exact wording.
• Did you use the same payment method for your withdrawal as the one you used for your deposits?

If possible, please forward any screenshots of the withdrawal attempts, rejections, or communication from the casino to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

The casino requested these documents, claiming they were necessary to process the withdrawal. I hadn't attempted a withdrawal before. The casino didn't provide any further reasons for rejecting the withdrawal. In the live chat, I was told that a bank statement showing an instant bank transfer deposit into my gaming account was missing. However, I had already uploaded this statement twice, and it was approved by the casino both times. Despite this, the live chat representative insists the document is missing. Yes, I used the same withdrawal method as for the deposit.

Die Dokumente hat das Casino verlangt. Angeblich notwendig , um das Geld auszuzahlen. Ich habe vorher noch keine Auszahlung versucht. Das Casino hat keine weiteren Gründe genannt bei der Ablehnung der Auszahlung. Im Live-Chat wurde mir mitgeteilt, dass ein Kontoauszug via Sofortüberweisung einer Einzahlung auf mein Spielkonto fehlt. Jedoch hatte ich diesen Beleg schon 2 Mal hochgeladen. Der Beleg wurde auch 2 Mal vom Casino genehmigt. Trotzdem behauptet der Live-Chat-Mitarbeiter, dass dieses Dokument fehlt. Ja ich habe die gleiche Art für die Auszahlung verwendet, wie bei der Einzahlung.

Dear Thommy64

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Thommy64,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from NV Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear NV Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Greetings,

According to our log, the player received their withdrawal at 26.11.2025 21:33:31 (UTC).

The money should reach the player's bank account within 24 hours.

Regards

Hello NV Casino Representative,

thank you very much for your quick response and for providing the update regarding the player’s withdrawal. We really appreciate your cooperation and the fast support.

Thommy64, could you please confirm once you receive the requested withdrawal? This way I can stay updated and we will be able to proceed with closing the complaint as resolved.

Thank you.

Dear Samuel, thank you so much for your help. Everything worked out. The money is already in my account.

I'm so happy about that. That's absolutely fantastic of you.

Thank you again for your efforts. I will 100% recommend you.

I hope you have a nice evening. Best regards, Thommy

lieber Samuel , vielen vielen Dank für deine Hilfe. Es hat alles geklappt. Das Geld ist schon auf meinem Konto.

Ich freue mich sehr darüber. Ganz große Klasse von dir.

Nochmal vielen Dank für deine Bemühungen. Ich werde euch 100% weiter empfehlen.

Ich wünsche dir noch einen schönen Abend. Und ganz liebe Grüße Thommy

Dear Thommy64,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru