NV Casino - Player's account closure was delayed after self-exclusion notice.

I would like to emphasize a critical timeline issue.

On 14 October 2025, I explicitly informed NV Casino support that I am officially self-excluded in Bulgaria through the National Revenue Agency (NAP) self-exclusion register.

Despite this clear notification:

- my account was NOT blocked,

- deposits continued to be accepted,

- and I was allowed to keep gambling.

My account was only blocked on 20 January 2026, AFTER a dispute with the casino and AFTER I requested a refund and raised a Responsible Gambling concern.

This shows that the account closure was not a proactive Responsible Gambling measure, but a delayed reaction after a conflict.

Allowing a self-excluded player to gamble for more than three months after explicit notification is a serious Responsible Gambling failure.

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Hello,

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

• Could you please forward me the original self-exclusion request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.
• Have you requested to be self-excluded via chat or via email?
• Have you mentioned the reason for your account closure request in any of your conversations with customer support?

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

Already done! 🙂 Thank you for the fast reaction!

Thank you for your email.

Unfortunately, the screenshots you provided do not show any dates or timestamps of your conversations with customer support. Do you have any additional evidence you could share with us so that a clear timeline of your complaint can be established?

Additionally, based on the screenshots, it appears that you informed the casino about self-exclusion only after losing money during regular gameplay. The messages do not show a direct request for account closure, nor do they clearly indicate that you admitted having a gambling addiction.

Please note that in order for us to request a refund of lost deposits on responsible gambling grounds, we need solid evidence that:

• the player explicitly admitted to having a gambling problem,
• requested account closure or self-exclusion for this reason, and
• the casino ignored this request and failed to apply player protection measures.

We are unable to resolve cases where the player relies solely on licensing regulations or regulatory policies. Casino Guru acts as an independent online casino database and mediator in player disputes, but we do not have the authority to enforce the legality of casino operations or regulatory compliance.

If your goal is to seek a refund of lost deposits solely because the casino does not hold a valid license, we unfortunately won’t be able to assist you. We provide licensing information in our reviews so players can make informed decisions, but the final responsibility for choosing where to play rests with the player.

Dear Chervi,

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.

Hello Veronika,

Thank you for your response and for clarifying the requirements.

Please find attached three screenshots which I believe establish a clear timeline and context:

Screenshot from 14 October 2025 (1:24 / 1:49)

This conversation clearly shows the date and time and documents that I explicitly informed NV Casino that I am officially listed in the Bulgarian National Revenue Agency (NAP) self-exclusion register.

At this point, the casino was made aware that I am a self-excluded player and therefore not allowed to gamble.

Screenshot showing the casino’s response and refusal to take protective action

Despite my disclosure, the casino did not close or restrict my account and continued to allow gameplay and deposits.

Screenshot from January showing account closure and explicit refund refusal

This shows that my account was blocked months later, only after I raised a Responsible Gambling concern and requested a refund.

The response also confirms that the refund was denied without any Responsible Gambling review, stating simply that there would be no refund.

While I may not have used the exact phrase "I have a gambling addiction," informing the casino that I am officially self-excluded under a national responsible gambling program is, by definition, a Responsible Gambling alert and a request for player protection.

The key issue is that:

the casino was informed on 14 October 2025,

no protective measures were applied, and

deposits were accepted for months afterward.

Please let me know if you require any additional clarification. If necessary, I am also able to request an official confirmation from NAP stating the start date of my self-exclusion.

Kind regards,

Petko

Hello Veronika,

I would like to add an important clarification regarding the chat history.

After my account was blocked by NV Casino, I explicitly requested that they send me the full chat history via email. However, the casino support clearly stated that without logging into my account, it is impossible to access or provide the chat history.

Since my account is blocked, I am therefore technically and practically unable to retrieve or export the complete chat logs myself. The casino also refused to provide them through any alternative method.

This means that the lack of full chat history is not due to my unwillingness or lack of cooperation, but solely a result of:

the casino blocking my account, and

the casino refusing to share chat transcripts externally.

I have attached a screenshot of this conversation with support as evidence of their refusal.

Thank you for taking this into consideration when reviewing the timeline and available evidence.

The chat is from today.

Kind regards,

Petko

Dear Chervi,

Thank you for your additional explanations and the screenshots provided.

After carefully reviewing all the evidence, we must conclude that in your communication with the casino, you did not explicitly state that you suffer from a gambling addiction, nor did you clearly request permanent account closure due to a gambling problem.

We understand that you consider informing the casino about your registration in the Bulgarian National Revenue Agency (NAP) self-exclusion register to be a Responsible Gambling alert. However, from our perspective, simply stating that you are listed in a national self-exclusion register does not automatically constitute a clear request for account closure due to addiction — especially when it was not explicitly stated that you wish to stop gambling on this platform or that you are experiencing a gambling problem.

It is also important to clarify that NV Casino operates under a Curaçao license. National self-exclusion registers in Bulgaria do not legally extend to Curaçao-licensed operators. International online casinos are not technically or regulatorily required to automatically enforce national self-exclusion systems from other jurisdictions unless their licensing framework specifically mandates it.

In order for us to request a refund of lost deposits on Responsible Gambling grounds, we require clear evidence that:

• the player explicitly admitted to having a gambling problem or addiction,
• the player clearly requested account closure or self-exclusion for this reason, and
• the casino ignored that request and allowed further gambling.

Unfortunately, these conditions are not met in this case.

We do agree that customer support could have reacted more proactively — for example, by asking whether you wished to close your account or whether you were experiencing gambling-related difficulties. However, the absence of such proactive questioning does not constitute a breach of Responsible Gambling obligations that would justify requesting a refund.

For the reasons stated above, we must reject your complaint as unjustified.

For future reference, if you wish to ensure proper protection, it is always necessary to clearly and explicitly state that you are requesting self-exclusion due to gambling addiction and that you do not wish to continue gambling on the platform.

Best regards,

Veronika

Casino Guru

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