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Subject: Delayed withdrawal of €27,500 – repeated/unclear KYC at NV Casino

Casino: NV Casino (nv.casino), Curaçao licence No. 8048/JAZ

Summary:

I am reporting a delayed withdrawal that has not been processed. My account balance from legitimate winnings is €27,500. I submitted my withdrawal request on 29.06.2026, and as of today it has been 5 days without payout.

What happened:

- 25.06.2026 deposited via Creditcard a bit more then 1000 Euro.

- 26.06.2026: Reached a balance of €27,500 from multiple Slotgames. I did not use any bonus.

- 26.06.2026 Requested a withdrawal of €[AMOUNT] to [PAYMENT METHOD].

- [DATE]: Started KYC. I submitted: ID (front/back, all corners visible), proof of address ([e.g. bank statement, less than 3 months old, PDF]), payment-method proof, and a selfie with ID.

- [DATE]: [Describe response – e.g. "documents rejected without a specific reason" / "asked tSubject: Delayed withdrawals totalling €27,500 – contradictory KYC / repeated selfie requests at NV Casino

Casino: NV Casino (nv.casino), Curaçao licence No. 8048/JAZ

SUMMARY

I am reporting delayed/blocked withdrawals that have not been paid out. I have 11 pending withdrawals of €2,500 each (total €27,500) from legitimate winnings, all requested on 29 June 2026 at 15:07. As of today, 1 July 2026, they remain unpaid. I did NOT use any bonus. All deposits and withdrawals use the same payment method (Mastercard), so the closed-loop rule is fully met.

DEPOSITS (all via Mastercard, 25 June 2026)

- 16:24 – €235

- 16:40 – €245

- 16:47 – €240

- 17:05 – €285

Total deposited: €1,005

PENDING WITHDRAWALS

- 29 June 2026, 15:07 – 11 separate withdrawals of €2,500 each, total €27,500, to my Mastercard (same method as deposits). All currently on hold / pending.

KYC / VERIFICATION ISSUE

I have submitted all requested documents (ID front and back with all corners visible, proof of address, payment-method proof, and selfie with ID).

Crucially, today, 1 July 2026 at 08:31, I received an email from the casino confirming that everything was in order and that my account is verified. Approximately 10 minutes later, support dismissed that same confirmation as a "human error" and reversed it.

Since then I am being asked, repeatedly and without end, for new selfies together with documents – including selfies taken in front of a PC monitor. Each time I comply, a new requirement appears. There is no clear, specific explanation of which document is actually deficient or what single action would complete verification.

WHY THIS IS A PROBLEM

The verification was confirmed in writing and then retracted minutes later. The continuous demand for ever-new selfies, including in front of a screen, after documents were already accepted, does not appear to be a standard verification procedure but an open-ended loop preventing payout of legitimate winnings. My deposits (€1,005) and the games played are consistent, no bonus was used, and the payout method matches the deposit method.

EVIDENCE I CAN PROVIDE

- The verification-confirmation email of 1 July 2026, 08:31

- The subsequent support message (same day) retracting it as a "human error"

- Screenshots of the 11 pending withdrawals (29 June 2026, 15:07)

- Mastercard deposit records of 25 June 2026

- Full live-chat and email transcripts with timestamps

- All KYC documents submitted and their approval/rejection status

• Just now ID der Transaktion: 09d60276-72d3-48c1-9785-2d18cd8475c1 was declined

WHAT I AM ASKING FOR

1. Payout of my verified winnings of €27,500 (11 × €2,500) to my verified bank account

2. A single, clear, written statement of exactly which document or check (if any) is still outstanding and what specific action resolves it – instead of repeated new selfie requests.

Thank you for helping to mediate this case.o re-upload the same document already approved" / "verification marked as approved but withdrawal still not processed"].

- Current status shown in my account: [pending / on hold / rejected].

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 bahei,

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

Greetings, bahei

Thank you for complaint

According to our records, your account is verified and the payout is scheduled to be paid according to T&Cs of the casino.

Kind regards

Dear bahei,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear bahei,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru