The player from Germany files a complaint against NV Casino for improperly managing her self-exclusion request due to gambling addiction. She explains that despite multiple requests for immediate and permanent self-exclusion, her account remained open, allowing her to deposit and gamble €400 after her explicit notice. NV Casino claims her request was incomplete, yet the player argues that they had previously blocked her account based on a similar request without notifying her of missing information.
NV Casino - Player's self-exclusion request was mishandled.
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NV Casino
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4 hours ago
Translation
I would like to file a complaint against NV Casino regarding what I believe to be an improperly handled self-exclusion due to gambling addiction.
On May 29, 2026, I explicitly informed NV Casino that I am a gambling addict and have no control over my gambling behavior. I requested immediate and permanent self-exclusion. My account was subsequently blocked by NV Casino. This block was later lifted at my own request.
On August 19, 2026 and August 21, 2026, I sent further messages regarding my gambling addiction and an account suspension.
On August 31, 2026 at 11:17 AM, I explicitly informed NV Casino once again that I am a gambling addict and wish for immediate and permanent self-exclusion.
Despite this clear message, my account remained open. I was subsequently able to deposit and gamble away a total of €400.
The payments were made after my self-exclusion request:
1:32 PM – €50 1:40 PM – €50 1:40 PM – €100 2:00 PM – €100 2:21 PM – €50 2:27 PM – €50
Total: €400.
NV Casino now explains that my request was incomplete because my date of birth and other information were missing from the questionnaire. At the same time, the casino states that such requests are processed manually and that a ban only takes effect after the information has been fully processed.
I maintain that I had already clearly stated that I am a gambling addict and want to be permanently banned immediately. Furthermore, NV Casino was already aware of my problematic gambling behavior due to my previous ban.
What I find particularly striking is that NV Casino had already blocked my account on May 29, 2026, based on an almost identical request, without first informing me that my date of birth was a mandatory requirement for the block.
NV Casino refuses to refund the €400, citing, among other things, its terms of service and the fact that I am responsible for my own losses.
I therefore ask Casino Guru to investigate whether NV Casino was allowed to permit further deposits and games after my explicit notification of my gambling addiction and my request for immediate permanent self-exclusion, and whether the €400 made after my self-exclusion request should be refunded.
I can provide all emails, replies from NV Casino, screenshots of the deposits, and other evidence.
Automatic translation:
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52 minutes 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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52 minutes ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me all the self-exclusion requests that you sent to the casino, along with the casino's responses? Kindly include the confirmations that your account had been closed, any subsequent account reopenings, requests for additional information or documents, and the casino's refusal to issue a refund. My email address is veronika.f@casino.guru.
- Is your account still open, or did the casino close it in the meantime? If it has been closed, please specify the date of closure.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
