NV Casino - Player's account is closed with funds confiscated.

My experience with NV Casino has been very disappointing.

I deposited around €200 and managed to build my balance up to €4500 by playing normally. However, as soon as I requested a withdrawal, my account was suddenly closed.

The only explanation I received was "bonus abuse", which honestly makes no sense in my case. I was playing a game that isn’t even allowed for bonus wagering, so I was using real money the entire time.

Despite asking multiple times, I wasn’t given any clear explanation, no specific rule, and no evidence to support their claim.

Closing an account and taking the balance without proper justification is not fair.

I have proof of my gameplay and I’m ready to provide it if needed.

I hope NV Casino will properly review this case and resolve it fairly.

I have clips of my gameplay winning the 4500€ but the max upload is 5mb

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Dear przybysz44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which games you focused on and whether you have any proof that you were playing only with real money?
• Can you confirm the date when you requested the withdrawal?
• Have you received any further updates from the casino since your account was closed?
• Did you come across any specific terms and conditions related to bonus wagering that might apply to your gameplay?

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,

Petra

Dear Casino Guru Team, Petra

Thank you very much for your response. I would like to provide the additional details you requested so we can resolve this as soon as possible.

First, I focused on the slot game called Lucky Streak 1000 by Endorphina. I have video recordings proving that I played only with real money—no bonus funds were used. In fact, the game did not allow any bonus balance at all, so even if I had a bonus, it would have been impossible to use. I also have a recording showing the exact moment I won €4,500.

Second, I deposited first €50, then €40, and finally €200. When I made the €200 deposit, my real balance was about €180, and it was at that point that I won the €4,500. I have a recording showing exactly this moment on my real balance.

Third, my withdrawal request was first submitted on April 7th, 2026. After that, my account was closed, and I only found out a few days later, when an AI bot informed me that my account was closed due to bonus abuse, which is impossible.

No, any wagering conditions applied to my gameplay i played with real balance.

I hope this provides the clarity you need. Please let me know if any further documentation or clarification is required.

Thank you for your reply and for providing the previous details, przybysz44.

• Did you complete the verification process before you lost access to your account?
• Are you able to share any specific clips or evidence of your gameplay that support your claim?
• What exact communication did you receive from the casino regarding the "bonus abuse" allegation, if any?

You can send all relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Dear Petra,

Thank you for your reply.

Regarding your questions:

1. Yes, I had already completed the verification process before losing access to my account. In fact, my account had been verified very earlier, and I had successfully received a withdrawal from the casino in the past.

2. Yes, I am able to provide video recordings of my gameplay. These recordings clearly show that I was playing only with real money. They also show the exact moment I won €4,500 while playing the game Lucky Streak 1000 by Endorphina. I will send these recordings via email.

3. I did not receive any official communication via email from the casino regarding the "bonus abuse" allegation. The only information I received was through an AI chat bot, which informed me that my account had been closed due to "bonus abuse." No further explanation or evidence was provided.

I would also like to emphasize once again that the game I played does not allow the use of bonus funds, making the accusation of bonus abuse impossible.

Please let me know if you need anything else from my side. I will send all available evidence shortly.

Thank you for your assistance I will Send you the Video of the gameplay to the email.

Dear przybysz44

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NV Casino representative to join this conversation.

Dear NV Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I hope i get my winnings back, ill be fully corporate, i believe nvcasino,will help

Greetings,

We are still gathering all the necessary information and will be providing the CasinoGuru team shortly.

Regards

Dear NV Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient clarification in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello NvCasino?

Greetings,

The player needs to go through video verification.

Regards

Dear NvCasino

Thank you for the update.

I am fully willing to complete the video verification process. My account had already been verified in the past, and I had previously received a successful withdrawal from the casino, so I am ready to cooperate fully once again.

Please let me know the next steps and how the video verification will be arranged.

Dear NV Casino,

Thank you for the information. Please provide details about date at time of the verification call at your earliest convenience.

Thank you for your cooperation.

I am after a Call With NvCasino, My account Got Unblocked i am very happy but, im still waiting for my withdraw to hit my bank

Thank you for the update, przybysz44.

Please notify me, when you start receiving withdrawals, or feel free to use the 'resolved' button, when you feel like your issue is resolved.

When i Recivie my funds ill click resolved, when i obtain my money on my bank account im still waiting for the transfer.

hello nv casino why did my bank withrdraw got declined?? im making a new withdraw

Greetings,

A selfie with the document in hands should be provided in good/readable quality.

Regards

Dear przybysz44,

Please retake the mentioned photo meeting casino's requirements. Please make sure, that the quality is best as possible, if it would be helpful, feel free to use a different device with better quality of photographs.

Please notify me, when you submit the new photo, and if it it doesn't get accepted, feel free to forward it to miroslava.d@casino.guru for review.

Thank you.

Hello update, i have uploaded the photo to the casino still waiting for the money to come will keep updating thank you.

hello just wanted to update the situation i obtained 2.500€ im still waiting for 2000€

Thank you for the update, przybysz44.

Please notify me, when you receive the rest of the disputed amount, or feel free to use the 'resolved' button.

Thank you.

Hello Nvcasino My photo with id got verified but i still got my withdraw rejected maybe,beacuse i uploaded the photo and it was still being submitted. Can you help me, i made a new withdraw request

Greetings,

According to our records, the player received the total amount.

Regards

hello yes i can confirm, i have recieved all my money back, i would like to thank you nvcasino, i was very scared i got scammed i never used that word cause i never got sure, Thank you Nvcasino, i would like to ask what happend though and why did my account got blocked, did i do something wrong, or now im fully verified and if i continue playing will this happen again?

Dear przybysz44

There are absolutely no stoppers.

Wishing you good luck and big wins!

Regards

Dear przybysz44,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru