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Dear Atilato,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested withdrawals?
• Have you made any successful withdrawals before?
• Could you please confirm which KYC documents you have already submitted and when?

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

Best regards

Petra

Dear Atilato,

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.

Dear Atilato

As per log, the transactions were declined due to document request.

As per the moment being - your account is verified.

Regards

Honestly, I sent in all the documents, and for some reason, they weren't accepted as correct. And now all of a sudden they're correct??? I sent them at least three times, and each time they were rejected as incomplete. Now, all of a sudden, after I indicated I was complaining, the documents are fine??? Right then, when I played everything down to zero euros, when they wouldn't pay anything back, the documents were fine. But when I had enough winnings, the documents weren't fine. That's really strange to me.

Also ganz erlich ich habe alle Dokumente abgeschickt und die wurden komischer Weise nicht korrekt. Und jetzt auf einmal sind die korrekt???mindestens habe ich alle Dokumente 3 mal abgeschickt immer wieder kam nicht vollständig. Jetzt auf einmal wo ich angegeben habe das ich mich Beschwerden tut sind die Dokumente in Ordnung??? Genau dan. Wo ich alles gespielt habe auf Null Euro, wo die nicht mehr zurück zahlen . Sind die Dokumente in Ordnung. Aber wo ich genug an Gewinn hatte waren die Dokumente nicht in Ordnung. Das ist für mich echt komisch.

Thank you both for your replies.

Atilato, to help us better understand the situation, I would like to ask you a few additional questions:

• Are you able to log into your account?
• Could you please confirm your current balance in your casino account?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used for deposits?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Have you received any specific reasons for the rejection of your payout requests?

Thank you again for your cooperation.

Dear Atilato,

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.

Thank you for your reply and for providing the previous details, Atilato.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Atilato

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 Romi (romana.r@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.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the NV Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear NV Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi

We would be happy to assist, we just don't understand what the complaint is about.

As previously stated, the player does not have any active/pending balance.

Looking forwards to your details re the case specifics.

Thank you in advance!

Regards

Dear Romi

So, even when I still had a balance, my withdrawals were rejected every time. That's why I eventually wiped out my entire balance. I know for sure that I had over €1950 in my balance. And every time I requested a withdrawal, it was rejected. Over 12 times. Strangely enough, when I played at other casinos, I always received my payouts. For example, at Novoline or other casinos.

That's why I haven't registered or played at NV Casino again, and I'll never put any money into it again. I prefer to play at other casinos now, where I know for sure that if I win, I'll actually get paid out.

Best regards

Atila Tokgöz

Sehr geehrte Romi

Also die zeit wo ich noch guthaben hatte wurde mir jedesmal abgelehnt. Deswegen habe ich mein ganze guthaben dann auch auf null gedreht. Ich weiß genau das ich über 1950 euro an guhaben gehabt hatte. Und wo ich es jedes zum Auszahlung angegeben haben. Würde mir jedes mal abgelehnt. Über 12 mal Wurde abgelehnt , komischer weiß wenn ich in einen anderen casino spiel habe ich immer meine Auszahlung bekommen. Z.b bei novoline oder an andere casinos.

Ich habe deswegen auch mich nicht mehr bei NV casino angemeldet oder wieder gespielt,werd auch nie wieder da geld reinstecken im NV Casino. Spiel jetzt lieber nur noch an andere casino. Wo ich genau weiß das ich auch wenn ich Gewinn es auch ausbezahlt bekomme.

Mit freundlichen Grüßen

Atila Tokgöz

Dear Mr. Rimo,

They want proof, no problem. I can show that I had credit. And every time I tried to withdraw money, I was refused.

During that time, I even managed to increase my balance to €1950 and then wanted to withdraw €750, but unfortunately, it was also declined. I waited four days and tried again to withdraw €750, but it was also declined. That really made me angry, so I gambled away my entire balance. Because I swore to myself that I would never invest or play at NV Casino again. I have other casinos where it works; if I have a balance and want to withdraw it, I can get it from those casinos too.

Best regards

Atila Tokgöz

Sehr geehrte Herr Rimo,

Sie wollen Beweise kein Problem. Ich kann zeigen das ich guthaben hatte. Und wo ich versucht habe geld abzuheben wurde mir jedes mal abgelehnt.

Ind der zeit habe ich mein guthaben sogar auf 1950 euro gebracht und wollte dann 750 euro abheben leider wurde es auch abgelehnt. Dann habe ich 4 tage gewarte und wieder versucht 750 euro abzuheben leider wurde es ebenfalls abgelehnt, da bin ich richtig sauer geworden und habe dann meinen ganzen guthaben auf null gespielt. Weil ich dann mir geschworen habe in denn NV Casino nicht mehr zu investieren und zu spielen. Habe ja noch andere casino wo es klappt wenn ich guthaben habe und es auszuzahlen möchte bekomme ich es auch von anderen casino.

Mit freundlichen Grüßen

Atila Tokgöz

Thank you, NV Casino, for the information.

Dear User,

We regret to inform you that we are unable to assist with your complaint at this time, as there is no balance in your casino account. We understand that this may be frustrating.

Please remember that if you experience any delays with a withdrawal, it is important to refrain from playing down your balance.

At this time, I will proceed to close this complaint. We appreciate your understanding and cooperation.

Respectfully,

Romi