The player from Germany submitted a formal complaint regarding responsible gambling concerns at NV Casino, where his account had shown problematic gambling behavior without timely suspension. He had requested immediate and permanent account closure on April 1, 2026, but the casino only blocked his account on April 6, 2026, during which he incurred losses of €2,150. The player argued that his clear request was not processed promptly and that responsible gambling features were not accessible on the mobile platform he used. After reviewing the case, we concluded that the casino acted correctly by closing the account promptly once gambling issues were disclosed, and the player had been sufficiently informed of responsible gambling tools available. Therefore, the complaint was rejected and no refund was requested from the casino.
NV Casino - Player experiences delayed withdrawals and concerns about responsible gambling.
Unjustified complaint
Amount: €4,000
NV Casino
Safety Index 8.7 HighCase summary
Subject: Complaint regarding delayed withdrawals, responsible gambling concerns, and lack of German licence (BassBet / NV Casino)
Dear Sir or Madam,
I hereby submit a formal complaint regarding my experiences with BassBet and NV Casino.
In the case of NV Casino, my account was not suspended in a timely manner despite clear indicators of problematic gambling behaviour. During this period, I was able to continue depositing and losing significant amounts of money. In my view, responsible gambling measures were not adequately implemented.
Regarding BassBet, the situation was as follows: I initially won approximately €4,000. However, I was only able to withdraw this amount in several partial payments of €500 each. The withdrawal process was slow and heavily restricted. During this time, I continued playing and ultimately lost the remaining balance.
At that time, I was struggling to control my gambling behaviour, which led to further losses and prevented me from securing my winnings.
I would also like to point out that both operators did not hold a valid German gambling licence, while the services were nevertheless accessible from Germany.
I kindly request a review of both cases, particularly with regard to responsible gambling obligations, withdrawal restrictions, and the handling of my account activity.
Upon request, I can provide all relevant documentation, including transaction histories, screenshots, and correspondence.
I lost by bassbet roundabout 2000 an NV Casino the Same.
Yours faithfully,
[Your Name]
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.
Please note that each complaint you submit is associated with a single online casino. I recommend you share relevant information in the thread only for the casino in question to avoid confusion.
Please note, we don't pursue cases where the sole reason you are asking for a refund is due to the casino lacking a particular license. As a German player, I recommend that you register in the OASIS self-exclusion scheme applicable to operators licensed in Germany, if you haven't done so already. In online casinos that offer services to German players without a license, we recommend that you request a self-exclusion in every online casino where you currently have an open account.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@nv.casino, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings NV Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Translation
I would like to add further information to my complaint.
On April 1, 2026, I contacted the casino and requested the immediate and permanent closure of my player account. In my message, I explicitly stated that I no longer wished to gamble and wanted to be banned for my own protection.
Despite this clear request, my account remained active for approximately five more days. During this period, I was still able to access my account, make deposits, and play.
It wasn't until five days later that I received a response from the casino. In this response, I was asked whether I still wished to be banned and whether I suffered from gambling addiction. However, by that time I had already clearly stated my desire for immediate self-exclusion.
Between my blocking request and the casino's subsequent response, I made further deposits and lost a total of €2,150.
My complaint explicitly excludes any previous gambling losses. I am solely requesting a refund for losses incurred after my explicit request for immediate and permanent account suspension.
From my perspective, my self-exclusion request was not processed in a timely manner. Had the casino blocked my account promptly, these losses would not have occurred.
I was already fully verified, so no further personal checks should have been necessary. Immediate enforcement. In my opinion, self-exclusion would have been possible and necessary without further delay.
Therefore, I request a review of this case and demand a full refund of the losses incurred following my account suspension request, amounting to €2,150. Should a full refund not be possible, I request at least a review of a reasonable partial refund or an amicable solution.
I would like to explicitly clarify that the losses I am claiming relate exclusively to the period from April 1, 2026, the day my explicit self-exclusion request was submitted, until April 6, 2026, when the casino finally processed the request. I can provide proof of deposits made during this period, including the amounts deposited, upon request.
Thank you very much for reviewing my case.
Greetings all,
We can firmly confirm the account was permanently blocked at 06.04.2026 13:25:12 (UTC) after receiving the explicit self-exclusion request and paying out all the remaining funds.
Regards
TranslationMy original email of April 1st already contained an explicit request for permanent account closure and blocking. The subsequent communication of April 6th, in my view, did not constitute a new blocking request, but merely a confirmation of my clear and unambiguous request already made on April 1st!
Dear Tomas
We are afraid there is not much we can add up.
As soon as the player specified the gambling addiction issue - the request was executed immediately.
And the links to the treatment were provided.
Regards
TranslationThank you for your statement.
I would like to point out that my original email dated April 1, 2026, already contained a clear request for the permanent closure of my player account.
The email subject line was "Permanent closure of my player account". In the body of the email I wrote:
"Please close my player account permanently as soon as possible. I no longer wish to play and wish to be banned by you in order to protect myself."
From my perspective, it was already clear on April 1, 2026, that I wanted my account permanently blocked. My subsequent response did not constitute a new blocking request, but merely a confirmation of my previously expressed wish.
Therefore, I ask that when assessing the case, it be taken into account that the original request for permanent account closure was received several days before the actual blocking.
Dear LuKe99,
Could you please specify what the casino's response was to your request from April 1st?
Could you please specify what your activity was in the casino between April 1st and the time your account was closed? (deposits, payouts, communication with the support)
Looking forward to your reply.
TranslationThank you for your message.
I initially received no reply to my email of April 1st, 2026. The casino only responded on April 6th, 2026, apologizing for the delayed response.
The subject of my email from April 1, 2026, was "Permanent closure of my player account". In it I wrote:
"Please close my player account permanently as soon as possible. I no longer wish to play and wish to be banned by you in order to protect myself."
From my point of view, this was a clear and unambiguous request for the permanent suspension of my account.
Between April 1, 2026, and the actual account closure on April 6, 2026, my account remained fully accessible. During this period, I made further deposits totaling €2,225 in several separate transactions and was able to continue playing.
Furthermore, I contacted the casino again requesting that my existing balance be paid out before the account was closed. I initially received no response to this message either.
It wasn't until April 6, 2026, that the casino asked me if my self-exclusion request was still valid and if I suffered from gambling addiction. I immediately confirmed that I still wanted to remain self-excluded. The account was then closed that same day.
I would like to emphasize that my confirmation of April 6, 2026, did not constitute a new suspension request. It merely confirmed my already clearly expressed wish, made on April 1, 2026, for a permanent suspension of my player account.
The complete communication, timestamps and transaction records have already been provided.
I therefore request a fair assessment of the period between my original account suspension request of April 1, 2026, and the actual account closure on April 6, 2026.
TranslationDear Tomas,
Are the documents I sent you sufficient? Do you require any further documents/explanations, or why haven't you responded?
Thanks for your reply.
After you noticed your request wasn't granted, have you reached out to live chat support or activated any responsible gambling features found in your player's account?
Please let me know.
TranslationThank you for your message.
After discovering that my request had not been processed and my account remained active, I used the live chat.
As far as I could tell, it was just an automated chatbot. I only received generic, standard replies, such as the casino being sorry to hear about my situation. My request was not actually processed or forwarded to the relevant department.
The responsible gaming features were not available to me on the browser version of NV Casino. I was also unable to download the mobile app in Germany and therefore had no access to any responsible gaming features that might be available there.
Therefore, I continued to assume that my original email was sufficient. In it, I had explicitly requested the immediate and permanent closure of my account, explained that I no longer wished to play, and asked to be banned for my own protection.
NV Casino's web version did not offer self-exclusion or the option to set deposit limits.
Best regards
Lukas ****
Dear LuKe99
If you could possibly provide a screenshot of a live chat, where you explicitly specified the gambling problem and that you request an account closure - this would be of much help!
Also, we can confirm that the RG measures are always available to the player:
Thank you for your cooperation!
Kind regards
TranslationThank you for the information.
As far as I recall, the responsible gaming features were not available in my player account. Furthermore, I was unable to download the mobile app in Germany, so I had no access to any features that might be available there.
That's precisely why I chose what I considered the most obvious and clearest course of action: I contacted the casino directly and explicitly requested the immediate and permanent closure of my player account. I explained that I no longer wished to play and wanted to be banned for my own protection.
From my point of view, this request was clear and should have been processed promptly, regardless of other functions or tools, which they did not do!
Unfortunately, I cannot provide a screenshot of the live chat. My explicit request for a ban was sent via email and has already been received by the casino.
TranslationAttached is a screenshot from the live chat.
This indicates that, according to support, the Responsible Gaming features were only partially or not at all accessible via the web version and app.
In my view, this confirms that I was required to contact the casino directly to have my account blocked. I did so on April 1, 2026, via email, requesting immediate and permanent account closure.
TranslationThanks for your patience.
Based on my observations, the responsible gambling options disappear when using the mobile view, contrary to the options available on desktop. The responsible gambling options can be found in the player's profile section.
Dear Casino representative,
Is that something you can confirm is the case? Where can a player using the mobile version of the website find the responsible gambling options?
Greetings,
Just as specified by the support - all the RG functions are available via desktop version, or via mobile by switching to desktop version.
And yes, we've double-checked again and again, the player's account was blocked immediately after receiving the explicit mentioning of gambling addiction.
We would be grateful if the player could provide a screenshot of the live chat, where he explicitely specified "gambling addiction"
Kind regards
TranslationThank you for the feedback.
Unfortunately, I cannot provide a screenshot of the live chat.
However, I would like to point out that my explicit request for the permanent closure and suspension of my account for my own protection has already been submitted via email. The term "gambling addiction" does not change the fact that I explicitly requested this on April 1, 2026! The term "gambling addiction" changes nothing and merely serves as a distraction from the existing facts!
Furthermore, I have repeatedly tried to address this issue through support. In my experience, the responsible gaming features were not available on the mobile access methods I used, which is why contacting them directly seemed the most logical approach. Switching from the mobile version to the desktop version is merely a distraction, as this is impossible without a computer.
Best regards
Greetings,
And as per the final - the support did provide the information, the player posted it above:
Also, 1-click instruction for iPhones:
- Open the website.
- Tap the Page Settings button (aA) in the address bar.
- Tap Request Desktop Website.
And to once and for all to conclude - once the player specified the gambling addiction issue - the account was permanently blocked (( 06.04.2026 13:25:12 (UTC) )
That said, we can confirm, that the support acted according to T&Cs and RG policies.
All the dialogues and e-mails were analysed.
Regards
TranslationI would like to point out that, in my view, the casino's argument misses the point.
In my view, the crucial point is not whether I explicitly used the word "gaming addiction" or whether responsible gaming features were accessible indirectly in the desktop version.
The crucial point is that I explicitly asked the casino on April 1st to permanently close my account, as I no longer wanted to play and wanted to be banned for my own protection.
From my point of view, this request was clear and should have been implemented promptly.
The support team couldn't have acted properly, since it was an automated chatbot. The casino's claims are utterly ridiculous.
Thanks for sharing your point of view.
After internal discussion, we believe the casino acted correctly in protecting the player after disclosure of gambling issues to the casino.
Dear player,
In case you don't receive any response to your responsible gambling issues from support, it's imperative to contact the casino via different communication channels in scenarios where support overlooks your request. It's our conclusion that you were sufficiently informed of responsible gambling tools on the website, and these were available to you to use at the time. After you informed the casino of your gambling issues, the casino closed your account promptly.
Consequently, we won't be asking the casino for a refund of money lost in gambling in your case.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
