Betnuvo Casino - As retiradas dos jogadores foram adiadas.

Dear Casino GURU! Betnuvo Casino is not paying out my funds! I deposited approximately $1500! I did not take any bonuses! I played slots and placed bets on sports! I sent all the documents they requested. I tried to withdraw $150 or $200. They canceled my withdrawal requests 5 times!!! Now, the casino support team is simply ignoring me! Please help me withdraw at least some of my own funds! Thank you!

Шановні казино ГУРУ! Казино Betnuvo не виплачує мені мої грошові кошти! Я вніс депозитів приблизно 1500$! Бонусів ніяких не брав! Грав в слоти та робив ставки на спорт! Документи всі які в мене запросили я відправив. Я намагався зняти 150 чи 200$. Вони відмінили мої запити 5 разів!!! Зараз служба піддтримки казино мене просто ігнорують! Допоможіть будь ласка мені зняти хоча б якусь частину моїх власних коштів! Дякую!

Dear xray200,

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 understand the whole situation completely. 

• Could you please advise how long ago you registered your account? 
• Have you had any successful withdrawals from this casino in the past?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I registered on 05/29/2024. There were no successful withdrawals. They never confirmed the withdrawal.

Я зареєструвався 29.05.2024. Успішних зняттів коштів не було. Вони жодного разу не підтвердили вивід коштів.

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, xray200,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Betnuvo Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to complete the KYC and/or withdraw his disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 xray200,

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.

Best regards,

Branislav, Casino.Guru