Nana Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

On September 14, 2026, I requested a SEPA withdrawal of €156.56 on Nana Casino. My account verification (KYC) could not be completed via the mobile web portal due to a technical error (black screen). Consequently, I submitted all required KYC documents directly via email to operations@nana-casino.com.

On September 16, 2026, I received an official acknowledgment of my email request (Ticket ID: [475JXK-6GZZY]). During live chat sessions on September 17, support agents (Jinx, Freya, Harrow) repeatedly gave conflicting statements. Agent Jinx explicitly confirmed that the payment was "already processed and on its way" and would arrive "later today." However, the transaction status in my casino account remained unchanged on "Pending."

When confronted with screenshots of the "Pending" status, the support shifted their statements, claiming KYC verification takes up to 48 hours. More than 72 hours have now passed since my withdrawal request, and the casino has stopped responding to my inquiries.

I request Casino Guru’s assistance in urging Nana Casino to process my account verification and release my pending payout of €156.56 immediately. All screenshots of the transaction history, chat logs, and email correspondence are attached.

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Dear Daludi,

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,

Kristina

Hello Kristina,

Thank you very much for the feedback.

I would like to inform you that the situation has worsened: When I tried to log into my account today, I discovered that Nana Casino had completely blocked my player account ("Your account is blocked. Please contact our support team").

Live support is refusing all communication and is no longer responding. I no longer have any access to my account or the status of my €156.56 withdrawal.

This is not just a delay, but an unjustified account suspension including the withholding of my funds. A screenshot of the login error message is attached to this message.

I therefore kindly request that you review the case prematurely due to the account suspension.

Best regards

Daludi

​Hallo Kristina,

​vielen Dank für die Rückmeldung.

​Ich möchte Sie darüber informieren, dass sich die Situation verschlechtert hat: Als ich mich heute in mein Konto einloggen wollte, stellte ich fest, dass Nana Casino mein Spielerkonto komplett gesperrt hat („Ihr Konto ist gesperrt. Bitte kontaktieren Sie unser Support-Team").

​Der Live-Support verweigert jegliche Kommunikation und antwortet nicht mehr. Ich habe keinerlei Zugriff mehr auf mein Konto oder den Status meiner Auszahlung über 156,56 €.

​Es handelt sich hierbei nicht nur um eine Verzögerung, sondern um eine unbegründete Kontosperrung inklusive Einbehaltung meines Guthabens. Ein Screenshot der Fehlermeldung beim Login ist dieser Nachricht beigefügt.

​Ich bitte Sie daher höflich, den Fall aufgrund der Kontosperrung vorzeitig zu prüfen.

​Viele Grüße

Daludi