NV Casino - Player's account is closed, facing withdrawal issues.

Hello,after couple of days of bets,i decided to withdrown avaiable money from my account.

By mistake a put wrongly the month of birth(december instead of October)and after i submitted all documents my accont was blocked,and later after i contact them they offer me 100 ron to deblock the account(and lose 1000 ron)or account will remain block forever.

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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 allow me to ask you a few questions so I can better understand the situation.

• Have you used auto-fill when inputting the relevant personal information to your player's profile?
• When have you realized you made a mistake? Was it before you deposited and started making bets?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Tomas,

Honestly i dont remember exactly the method input for date of birth.

I started to bet and make deposited,and later after KYC check they identify this mismatch.

I only betting on sports.

No bonus at all.

Unfortunately is first time when i have such i

Issues,but after google searching is discovered that this is not a legal casino maybe.

They can close my account,i dont have nothing against this,but as i investes some money from my pocket i want remaining balance from my account to be return(220 euro/1100 ron).

Thanks for the explanation.

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello ,i already shared via email.

i will add also here some screeshoots.

Dear Alin100

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Alin100,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will reach out to the casino to gain further insight into this issue and to determine if I can assist in any way.

We would like to invite NV Casino to join the conversation.

Dear NV Casino,

I kindly request your clarification regarding the non-processing of the player's withdrawal. If, as the player mentioned, there was an unintentional typographical error or an oversight in the submitted details, this alone should not justify withholding the player's winnings, especially if they can confirm their identity, including the date of birth, with valid documents.

Should there be any other factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Thank you in advance.

Hello,

The player may continue using the services.

Kind regards

Dear NV Casino,

Thank you for your response and for your fair decision.

Dear Alin100,

As per the casino's response, you should now be able to continue using the services.

Please let me know if I can regard this case as resolved, or if you need assistance with anything else.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alin100,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru