Betnuvo Casino - Виведення виграшу гравця відкладено.

I deposited via cryptocurrency and my account was fully verified manually by BetNuvo’s team prior to making any withdrawals, so there should be no KYC or documentation issues.

Yesterday, I submitted a withdrawal request for my winnings, and it has remained pending ever since with no confirmation or update. I contacted BetNuvo’s live chat several times, and they only keep telling me that "someone will reach out ASAP." I have also emailed support, but they have not replied.

Since my account is verified and I have provided all required documentation, I don’t understand why my withdrawal has not been processed or even acknowledged. There has been no communication from the finance or verification department.

Also the withdrawals have been of €255.96 and 400€. 255.96 was rejected with no reason as to why.

Dear Rushil,

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

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.

Dominika,

Thank you for your response. I am more concerned of the fact that my first withdrawal request was denied, but I was not given a reason as to why, and after contacting support multiple times they still have not given me a reason as to why.

Hello,

My second withdrawal has now also been rejected without a reason. I think an intervention is needed sooner rather than later if possible.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rushil,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika