The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player had reported significant technical issues with an automatic spins feature on the casino's app, which led to rapid losses, and had requested a refund of deposits totaling €5,900. The casino had permanently blocked the account due to gambling addiction and reviewed the game logs, finding no abnormalities or malfunctions. After the Complaints Team thoroughly examined the evidence provided by the casino, no irregularities were found, and the complaint was rejected due to a lack of valid basis for a refund or compensation.
NV Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: €5,900
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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8 months ago
Translation
Dear CasinoGuru Team,
I hereby wish to file a formal complaint against NV Casino.
On December 25, 2025, I had a real money balance of just over €4,000 (see attachment). I completed the verification process and requested a withdrawal, which was rejected.
Subsequently, I was able to increase my balance to over €11,000. On December 27, 2025, I attempted to withdraw €4,950 again, which was also rejected.
In addition, I experienced repeated technical problems: the screen went black, an error message appeared, and the autospins I had set continued to run without my being able to intervene. This led to a drastic reduction in my balance. I suspect this is a deliberate delaying tactic and possible manipulation on the part of NV Casino.
Since I had a balance of over €11,000 and was refused a withdrawal, I demand a refund of all deposits made. These amount to:
December 24, 2025: €500
December 24, 2025: €500
December 24, 2025: €200
September 21, 2025: €1,000
September 21, 2025: €1,000
July 5, 2025: €1,000
July 5, 2025: €700
July 5, 2025: €500
July 5, 2025: €500
I believe this is a fair solution, as this amount is significantly less than my original balance of over €11,000. I request that you mediate with NV Casino so that all my deposits are refunded. After that, we can make a clean break, and I will no longer use the casino.
Evidence (screenshots and proof of payment) is attached. Please acknowledge receipt of my complaint and inform me of the next steps.
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8 months ago
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.
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8 months ago
Dear Mr_t.h85,
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
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8 months ago
TranslationAttachments enclosed
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8 months ago
TranslationHello to the representative of NV Casino,
Regarding your question about whether I have a gambling problem: I am open about this issue and am currently working on it with professional help. However, this does not change my accusations against NV Casino.
I downloaded the "Skybound Hop" app (developer: asolvo GmbH) from your website. As the provider, you are responsible for ensuring that this app functions smoothly. This was not the case. When setting up automatic spins, there were repeated interruptions, while my balance continued to be reduced in the background. With stakes of €15 per spin, this resulted in significant losses.
As can be seen in my complaint and the attached screenshots, I had a real money balance of over €11,000 on December 28, 2025. Looking at the complaints and forums on Casinoguru, it seems to be common practice for withdrawals to be delayed or canceled, accounts to be deactivated, or for technical problems to occur. I even go so far as to say that this is deliberately calculated to encourage players to reduce their balances.
Due to these delaying tactics and the technical problems with your app, my trust in your company has been severely damaged. Therefore, I demand a refund of all my deposits totaling €5,900. I am not even requesting a payout of my accumulated winnings of over €11,000, which I believe is a fair offer.
I am aware that several parties are involved:
App development: asolvo GmbH
Operator: NVcasino.de.com (Kaurum Limited, Cyprus)
Licensing: Nixxe BV, Willemstad, Curaçao
Payment processing: Peratera (New Zealand) Limited, forwarded to UAB Guru Pay (Lithuania, regulated by the Bank of Lithuania)
I have already contacted the law firm Lenne in Leverkusen, which you may be familiar with, as they have already taken action against NV Casino.
I want to warn other players about these business practices and hope that more education will be done in the coming years to protect players.
I offer you two options:
- NV Casino will refund all my deposits (€5,900).
- I will examine and initiate legal action against all parties involved.
In addition to the resulting extra costs (e.g., court fees, which the losing party must bear), you and your business partners will also suffer significant reputational damage. It is up to NV Casino whether you wish to accept this.
I remain interested in an out-of-court settlement. Those responsible can contact me at any time – my contact details are already known to you.
Greetings from Germany
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8 months ago
Hello,
We hereby inform, that the account was permanently blocked due to gambling addiction as per RG policy.
Regarding the "issue", have you downloaded the app from a website (the only official app that can possibly be), do you have any proofs that can be investogated re the gameplay?
Thank you for cooperation
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8 months ago
TranslationHello,
I downloaded the app directly from your website. Regarding the gameplay, I would like to ask you to review the transaction history. This will show you how quickly my balance was depleted on December 28th. I had automatic spins enabled and was unable to intervene.
It is your responsibility to ensure that the app offered through your website functions correctly. Please contact your server or app developers, as this is not my responsibility.
I now need a clear statement from a responsible authority on how we proceed. I have already outlined two options for you:
1. Refund of the amounts to my bank account
2. Otherwise, legal clarification of the facts.
I expect a final decision from you.
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8 months ago
Dear Mr_t.h85
Please kindly mind, while playing slots, you are playing at game provider's server (not the casino's).
Please kindly specify, at which of the game providers you faced issues? (You played quite a few: PenguinKing, Endorphina, PragmaticPlay)
Thank you for cooperation and wishing you a swift recovery.
Regards
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8 months ago
TranslationHello,
The most serious problems were with the provider Penguin King, but Pragmatic also experienced problems.
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8 months ago
Dear Mr_t.h85,
To better understand the situation and assist you further, could you please answer the following questions?
- Do I understand correctly that this issue occurred only once and with one specific game?
- Do you have any video recordings or screenshots of the incident?
- Has this particular bet and its result appeared in your game history?
Thank you very much in advance for your reply.
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8 months ago
TranslationHello,
No, it happened multiple times, and I always had autospins activated that I couldn't stop. The screen would go completely black, and the spins would continue uninterrupted in the background, drastically reducing my balance. Sometimes the outages lasted for minutes. I remember, for example, 500 automatic spins set to €16 each on Crack More Piggy Banks; it was particularly bad there and led to significant losses! But even before that, there were occasional outages lasting several seconds or minutes on various slots.
Since I can no longer log in, I no longer have access to the history, but NV Casino should be able to see it, and within a very short time, a real balance of over €11,000 disappeared on December 28, 2025.
I don't have any screenshots or videos, but I am very disappointed and now expect a proposed solution, as I have offered two alternatives.
Before we continue this discussion for an agonizingly long time, I simply need a final decision.
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8 months ago
Dear Mr_t.h85, I appreciate your patience while we continue looking into this issue. In the meanwhile, could you please confirm whether you have had any additional communication with the casino?
Thank you in advance for your reply.
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8 months ago
TranslationGood day,
As of now, no one from the casino has contacted me, so we have had no further contact.
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8 months ago
TranslationThe fact is, these records existed, but when were they reviewed and will we be granted access to them?
For me, this is not an acceptable solution; I accept the exclusion because I do not wish to continue playing at NV Casino under these circumstances.
Nevertheless, I expect a refund of my deposits here, and then we can go our separate ways.
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8 months ago
Dear Mr_t.h85,
Thank you for your response.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
I recommend reaching out to the game provider and requesting a game log, covering the relevant time period. I will keep this complaint open until I receive confirmation from your side. However, please be advised that without providing any evidence, I will be forced to close this complaint.
Thank you in advance for your understanding.
Best regards,
Attila
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8 months ago
TranslationThey say they've seen the transcripts, so they should publish them here.
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7 months ago
Dear NV Casino, could you please share the logs reviewed by the technical team? You can reach me via email at attila.g@casino.guru.
Thank you in advance for your cooperation.
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7 months ago
Dear NV Casino, thank you, I can confirm I have received your email.
Dear Mr_t.h85, I appreciate your patience while we continue to look into this matter.
Thank you for your cooperation.
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7 months ago
Dear Mr_t.h85,
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.
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7 months ago
We would like to thank NV Casino for providing the player’s detailed game history.
Dear Mr_t.h85,
Thank you for your understanding and patience during the review of this case. After thoroughly examining the evidence presented by NV Casino, we found no indications of any lost winnings due to a malfunction. As you have already confirmed, your usage of the autospin feature accounts for the rapid succession of the placed bets. Furthermore, we did not identify any other irregularities in the gameplay history.
Given this, we must reject your complaint as there is no valid basis for a refund or compensation.
Thank you for your understanding.
Best regards,
Attila
Casino Guru
