Betnuvo Casino - Player’s winnings haven’t been received yet.

I joined betnuvo recently. I verified my account, played the bonus wagering not realising that I had played a restricted game. Finding this out after trying to withdraw funds of £300 around 11 times and everytime it getting rejected. They finally emailed me back to say it was because I played restricted games so they took my balance back to £167.10 as this was the amount I had before playing the restricted game. They then told me I had to wager the bonus and deposit, which I have now done. Played on a game that wasn't listed as restricted for bonus wagering. I have since tried withdrawing £470 which now keeps getting rejected. Something is off about this site. There's online chat who just tell you to email the support. When you email you are waiting days for a reply.

Dear Jademarie94,

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

OK thanks just that they keep rejecting it even after wagering the deposit and bonus correctly. Also there is no communication at all from this site.

It has now been 14 days since I have first tried withdrawing. Still being rejected. 23 times I have tried withdrawing. The 1st withdrawal they said I hadn't wagered correctly as I played on a restricted game. I then wagered my deposit and bonus correctly and won 470.20 which they are continuously rejecting.

Thank you for your reply, Jademarie94. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Which payment method to withdraw your winnings have you opted for?
• Have you tried requesting the withdrawal via an alternative payment method?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

Hi I have emailed you with supporting evidence.

Thank you very much, Jademarie94, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks

Hello, Jademarie94,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betnuvo Casino team,

Could you please explain the player's situation in more detail? Why do her withdrawals keep being rejected? What steps should the user take to withdraw her winnings? Can you provide her with instructions on how to withdraw them?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jademarie94,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or updates from the casino, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I hope they will use this option in the future.

Best regards,

Branislav, Casino.Guru