The player from Germany informed the casino about his gambling addiction on September 19th, expecting his account to be closed immediately as required by German law. However, his account remains open, resulting in a loss of 2500 euros, which he is now demanding back.
NV Casino - Player's account remains open despite self-exclusion request.
Opened
Current status
Waiting for player to reply
6d 7h 54m 15s
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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Public
3 days ago
Translation
Hello,
I informed the casino via email on September 19th that I am a gambling addict. According to German law, the account must then be closed immediately without giving a reason.
My account is still open and I have lost 2500 euros. I am now demanding this sum back.
Automatic translation:
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16 hours 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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16 hours ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with NV Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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
