Betnuvo Casino - Hráč čelí opakovanému zpoždění výběru.

I signed up to Betnuvo, went through the verification process, was told my verification was successful and so started playing. I must've made 4 or 5 deposits, rejecting any bonuses or free spins each time, before winning and deciding to withdraw.

My withdrawal must've been rejected 5 or 6 times now. One time I was told it was cause it was the weekend, one time I was told it was due to a backlog, and then other times no reason was given.

There's one helpful (well, seemingly) live chat person called Steve. He supposedly looks in to it properly (the others don't), but then the withdrawals are never processed as he says they will be. Some of the tell you to contact support@betnuvo.com but no one ever replies.

Feel lost - trying to withdraw €850 (about the same I've deposited) but seemingly it's impossible. Should never have been stupid enough to deposit. Any help appreciated hugely.

Dear sw18jp,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the screenshot of your transaction (withdrawal) history? When exactly did you request your most recent withdrawal?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Hello,

Screenshot of transactions attached (7 withdrawals rejected). Tried, yet again, today.

Never made a successful withdrawal.

Also attached the screenshot saying I'm fully verified.

Thanks for your help!

Thank you very much, sw18jp, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Thank you - I don't hold out much hope given the other cases on here and across the web, but any attempt to resolve the issue is appreciated.

Dear sw18jp, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betnuvo Casino representative to join this conversation. 

Dear Betnuvo Casino, could you please provide more information about this case? 

Looking forward to your reply.

Thanks for replying Katarina. Will BetNuvo respond in here or privately?

I've been told twice on their live chat that I will recieve a response to my emails about why my withdrawals have been rejected, but not had any responses. Screenshots attached.

Dear sw18jp, 

thanks for the message.

Betnuvo has several communication channels available for responses. Regardless, I will keep you updated.

Can I ask, do Betnuvo have a history of engaging with this site in a productive manner or no? I don't know whether I'm wasting my time with complaing. Cheers

Dear sw18jp, 

unfortunately, Betnuvo Casino has a history of responding sporadically to us. However, they still have some time to reply.

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.

It seems to me they reply if or when there is a legitimate explanation (rarely), but don't reply if there isn't. Shame.

Dear sw18jp,

I appreciate your patience and understand your concerns. I have utilized several communication channels to reach out to Betnuvo, but sadly have not yet received a response. I will inform you promptly as soon as I obtain any information.

Dear sw18jp, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Betnuvo Casino received a ‘1.6 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.