The player from Poland reported systemic financial fraud related to his deposits at NV Casino, claiming that transactions had been misclassified under fraudulent Merchant Category Codes to circumvent banking restrictions. He also stated that his requests for account closure due to gambling issues had been ignored, violating responsible gambling policies, and demanded a refund of 18,550.10 PLN. We were unable to assist with the alleged transaction laundering due to lack of authority and resources to investigate such matters. The player did not provide adequate evidence of his self-exclusion request or the casino's response, which was essential to assess any breach of responsible gambling procedures. Additionally, the other issues raised fell outside our complaint resolution scope and appeared to be under police investigation. Consequently, the complaint was closed due to insufficient evidence and procedural limitations.
NV Casino - Player reports financial fraud and account issues.
Insufficient evidence from player
Amount: 18,550 zł
NV Casino
Safety Index 8.7 HighCase summary
Systemic Financial Fraud (MCC Miscoding) and Violation of Responsible Gambling Policies
I am filing this complaint against NV Casino for a total amount of 18,550.10 PLN.
1. Transaction Laundering (Miscoding):
My deposits were processed under fraudulent Merchant Category Codes (MCC) to bypass banking restrictions. Official bank statements from Sparkasse and Revolut show that gambling transactions were disguised as "Lebensmittel und Drogerie" (Groceries), "Website Assistance", and "Biz Craftworks by AI". This is a severe violation of Visa/Mastercard regulations and international AML laws. I have already escalated this matter to the European Public Prosecutor's Office (EPPO) and the European Central Bank (ECB).
2. Refusal of Mandatory Self-Exclusion:
On several occasions (including May 10th and 15th, 2025), I explicitly requested the immediate closure of my account via live chat due to gambling issues. The support agent (Marek) refused to block the account, forcing a slow email procedure instead. This is a direct breach of the casino's own Terms and Conditions (Section 13.1), which states that a player can close their account at any time by contacting customer support.
I demand a full refund as these funds were obtained through financial fraud and by ignoring mandatory player protection protocols. Full evidence is provided in the attached dossier.
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Hello,
Thank you very much for submitting your complaint. I am sorry to hear about your issues at NV Casino.
Firstly, I would like to clarify that, unfortunately, we are unable to assist with the matter you have raised regarding the alleged Transaction Laundering. While I understand your concerns, our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. Regrettably, we do not have the authority or resources to investigate the specific issue you mentioned.
Regarding your self-exclusion request, I would appreciate it if you could provide some additional information so that I can better understand the situation.
Could you please share your original self-exclusion request without any supplementary files? The volume of screenshots complicates our ability to review the evidence effectively. You can send the relevant emails or chat transcripts to my email at attila.g@casino.guru, or feel free to post screenshots here.
Additionally, do you currently have access to your account?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Dear dzurx
We take RG very seriously.
Is there any chance you could share a screenshot of the self-exclusion request?
For the year of 2025 we are unable to find any support requests at all...
Thank you for cooperation!
Kind regards
Dear dzurx,
I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.
Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino.
Thank you in advance.
Dear Attila,
Thank you for your message. I would like to inform you that all the necessary details and the evidence you are asking for have already been described and posted on your forum. You can find everything here: https://casino.guru/forum/casinos/nv-casino---general-discussion/15#post-269145
Please review that post as it contains the information needed to proceed with my case.
Dear dzurx,
Thank you for your reply and for the additional information provided.
Unfortunately, we are unable to proceed with your complaint, as the requested evidence regarding your self-exclusion request has not been provided. Without clear documentation showing the exact request and the casino’s response, we are not in a position to assess whether responsible gambling procedures were breached.
Furthermore, the other issues you mentioned fall outside the scope of Casino Guru’s complaint resolution process. Based on the information you shared on the forum, it also appears that the matter is already being handled by the relevant police authorities.
Please also note that the complaint process must be conducted through the dedicated complaint thread. We are not able to investigate or assess cases across multiple platforms or external discussions simultaneously.
For these reasons, this complaint will now be closed.
I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.
Best regards,
Attila
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
