NV Casino - Player's account remains open despite self-exclusion request.

Hallo,

Ich habe dem Casino am 19.9 via Mail mitgeteilt dass ich Spielsüchtig bin. Nach deutschem Recht muss das Konto anschließend direkt geschlossen werden ohne Angabe von Gründen.

mein Konto ist nach wie vor offen und ich habe 2500 Euro verloren. Diese Summe fordere ich nun zurück.

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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

Ja habe die KYC durchgeführt - eine Antwort vom Casino kam nicht wirklich - das Konto ist immer noch offen

Thank you for your response. Unfortunately, I have not received any emails from you. Could you please let me know which email address you used? Additionally, have you sent the information to attila.g@casino.guru?

Thank you for your patience and cooperation.

Ich habe dir die

Mail weitergeleitet

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread.

Meanwhile, please confirm what email address have you used to send the email and, if possible, please attach receipts of your deposits made following your self-exclusion request as well.

Thank you for your cooperation.

Dear player,

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.

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,
Attila
Casino.Guru