The player from Germany encountered issues withdrawing his winnings, initially facing verification problems and a subsequent account block due to a second account he was unaware of. Although his account was reopened, he received a significantly reduced payout and felt that the situation was fraudulent. The Complaints Team was unable to proceed with the investigation or provide solutions due to a lack of response from him, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
NV Casino - Player’s account has been closed and withdrawal delayed.
Closed
Our verdict
Player stopped responding
Amount: €10,000
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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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 makes such a request, do not share any information.
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Dear chi77out,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with NV Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you accumulated your winnings with the help of bonus?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Could you please clarify what you meant by the second account not being intended?
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,
Katarina
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8 months ago
Translation
1.Did you accumulate your winnings using a bonus?
2.Could you please share which games you focus on – slots, live casino, sports betting, etc.?
3.Could you please clarify what you meant by the second account not being intended?
1.Yes, I used a bonus but the conditions were met!!!
2.Slot machines!!!
I had problems registering with the other account so I used a different email address!!!
Automatic translation:
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8 months ago
Dear chi77out,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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8 months ago
Dear chi77out,
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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
