NV Casino - Povlačenje igrača je odloženo.

I am contacting you because I have been waiting for a payout of 2560,85 PLN from the NV Casino. The withdrawal request has been raised 02.06.2025 with transaction ID on NV casino site as „0ab45707-ce28-40df-bd2c-ab21182a471d" and 2 days later has been approved. I received email confirmation and status was changed to sucessful.

However, the amount has not yet been credited to my account. When I contacted to support I received information that it should be processed within 72 hours from approval. Today is 18 days since approval and I still didn’t receive any payment. My account is fully verified and I had already succesfull witdrawals from this casino some time ago, what causing that this issue is very strange. Please support me to receive my withdrawal.

Dear kilku123,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal from NV Casino.

To better understand the situation and move forward, could you please clarify a few points for us:

• Have you received any new updates from the casino’s support team since your last contact with them?
• Did the casino provide you with any confirmation or proof of the payment being sent (for example, a payment reference number or transfer confirmation)?
• Could you please confirm the payment method you selected for this withdrawal (e.g., bank transfer, e-wallet, card refund)?
• Have you checked with your bank or payment provider to see if the funds might be on hold or pending on their end?

If you have any related screenshots of your withdrawal request, the approval confirmation, or any email communication with the casino’s support team, please forward them 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

Dear `Petronela,

Thank you for your reply and support.

Regrading your questions see below my replies:

No, unfortunately I didn't receive any significant updates since 2 weeks. After many tries contact on chat or emails every time they responding that I must wait as it was forwarded to responsible team and it's under investigation as they asked about transaction confirmation their own team and will share it to me once will be available. They are not able explain when will provide any more information, what is really frustrating, especially after as long time. Till today I didn't receive any emails with transaction confirmation and any other explanations. I have used bank transfer payment method. The same method was used some time ago when payment was successfully received, what is additionally strange. I didn't check anything with my bank as I didn't receive any confirmation of this payment transaction from NV Casino. If they would send me any confirmation then I would be able to investigate it with my bank, so I suppose that nothing was paid.

I shared you all communication emails and screenshots on email petronela.k@casino.guru.

Regards,

Kamil

Dear kilku123,

Thank you for the update, and many thanks to the casino team for their assistance as well.

Please follow the instructions provided and contact your bank. If the payment cannot be located, don’t forget to send the requested bank statement to the casino’s support team.

Kindly keep us informed about any further developments — we’ll be happy to assist if needed.

Hi All,

Thank you for updates. Transfer in mentioned amount has not been recognized by my bank. Herewith Bank Statement in PDF has been generated and sent to support. I am waiting on their updates.

Dear kilku123,

I hope you're doing well. I just wanted to check in and ask if there have been any updates from the casino regarding your missing payment. Were they able to provide any new information after you submitted your bank statement?

Please keep us posted whenever you have a moment. We’ll be happy to step in again if needed.

Dear Petronela,

Sure, after sending bank statement to Support NV Casino I received some special code which as they explained should help my bank recognize this payment. They asked also about screenshots from conversation with my bank in case of still missing payment.

Unfortunatelly, despite it my Jeton bank is still not able find this payment. As Support NV Casino sugested I shared screenshots to their from conversation with my bank and I am waiting on next updates.

I am confused and worried about it. 🙁

Dear NV Casino Team,

Thank you once again for your cooperation so far.

The player has informed us that, despite using the special reference code provided by your support team, their Jeton bank is still unable to locate the missing payment. They have already shared screenshots from their communication with the bank, as you requested, and are now waiting for further guidance.

• Could you kindly advise what the next step should be in this situation?
• Is there anything else the player can do from their side, or will your payment team now escalate the matter internally?

We would greatly appreciate any further instructions or updates so we can keep the player informed and continue assisting as needed.

Thank you in advance.

Dear all

Our specialists are continuing working on the case, we hope to receive a resolution this week.

Apologies for the longevity of the issue.

Regards

Dear NV Casino Team,

I hope you’re doing well.

I wanted to kindly follow up and ask whether there have been any developments regarding the missing Jeton payment. The player is still waiting for an update and would appreciate any new information or further instructions on how to proceed.

If your team has made any progress or needs additional details from the player, please don’t hesitate to let us know — we’re happy to assist wherever needed.

Thank you once again for your continued cooperation.

Dear kilku123

Have you received any updates re your transaction from our support?

Since it looks like the withdrawal was indeed successful.

Thanks for cooperation!

Regards

Dear All,

Few days ago again from NV Support Team I received new codes which as they suggested should support locate missing payment by my bank, so I forwarded it to my bank for review and I am waiting on updates. Once they will reply to me I will share this response to NV Support team. Nonetheless still payment was not received on my account.

Regards,

Dear All,

I received response from my bank that based one these RRN and ARN numbers they still are not able locate any payment and they asked about pledge number and bank statement in PDF. After this I forwarded this response to NV Support Team with request to share pledge number and bank statement. Today, I received response from NV Support Team and unfortunatelly I need to say that I am disappointed of current level of support from NV Support Team as in response they didn’t share me pledge number and bank statement. They even didn't mention about it. They only provide again same numbers RRN and ARN and told me that again I should send it to my bank.. what is flustrating for me and this is not any solution. It will not bring any progress in this case as my bank already checked these numbers. I don’t know why they didn’t share me required pledge number and bank statement and I will not share again same numbers to my bank as this is stupid share it again without details about they were asked. Maybe this payment was not executed?

I am very disappointed that this is time consuming and I cannot receive required details to solve that problem. Please support obtain pledge number and bank statement in PDF from NV Support Team.

Attached below screenshots from these conversations.

Regards,

Kamil

Dear NV Casino Team,

Thank you for your ongoing cooperation on this case.

As you know, the player’s bank has not been able to locate the payment using the RRN and ARN provided. They have specifically requested either a pledge number or a PDF bank statement confirming the successful execution of the transaction.

Would it be possible for your team to share any additional documentation or confirmation that could support the player’s bank in tracing the funds more effectively? If a pledge number or bank statement cannot be provided, please let us know what information you are able to share instead.

We would appreciate any further details you can offer to help bring this matter to a resolution.

Greetings, Petronela

Even though it is solely a sportsbook player, we will try to push this once again.

Dear Player, can you confirm, that the latest 9 withdrawal requests reached your balance?

Regards

Dear NV Casino Team,

Thank you, but sometimes I also play in slots.

Yes, last 9 withdrawals from this month reached my balance, only this one in amount 2560,85 PLN from 02.06.2025 (ID 0ab45707-ce28-40df-bd2c-ab21182a471d) is still missing. It’s strange, especially that all were requested in same way as Bank Transfer and on same IBAN. Please organize this missing payment in sam way as these 9 last withdrawals.

Regards

Dear kilku123

We will do our very best 🙂

Dear casino guru, please keep the complaint open till we get to the bottom of it.

Regards

Dear NV Casino Team,

Thank you for your update and for confirming your continued efforts to resolve this matter.

We will keep the complaint open as requested and await further updates from your side. Please let us know once you have any new information regarding the missing payment of 2,560.85 PLN.

We truly appreciate your cooperation.

Dear Petronela,

Please kindly extend the time, we have not yet received the response from the PSP.

Thank you!

Hello all

We've got some really great news - the transaction has finally been identified and is marked as "rejected" on the PSP side, thus the funds were returned onto player's balance.

Dear player, please feel free to make a new request/continue playing.

Kind regards

Dear NV Casino Team,

Thank you for update and good news.

I can confirm that received back funds to my NV Casino account. Herewith withdrawal request has been raised once again today on same bank details. Do you know what caused that it was rejected initaiall and why taken as long time to clarify? What does it mean „rejected" on the PSP side"? It is strange that on same bank details this one withdrawal was not completed.

Dear Petronela,

Please keep this open until withdrawal will be sucesfully completed. Once done I will let you know.

Thank you,

Regards,

Kamil

Dear kilku123,

Thank you for your update and for confirming that the funds were returned to your NV Casino account.

As requested, we will keep this complaint open until your new withdrawal is successfully completed. Please let me know once you receive the funds so we can close the case accordingly.

Dears,

Today finally I received my withdrawal on my Bank Account. Herewith you can close this case. Thank you very much for your huge support!

Regards,

Kamil

Dear kilku123,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela Kontos

Casino.Guru