The player from Germany filed a complaint against NV Casino for improperly managing her self-exclusion request due to gambling addiction. She explained 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 claimed her request was incomplete, yet the player argued that they had previously blocked her account based on a similar request without notifying her of missing information. We reviewed the full transaction history and found that, after the account was reopened, she deposited €2,262 and withdrew €2,540, so she was €278 ahead overall. As there was no net financial loss during the reopened period, the complaint was rejected.
NV Casino - Player's self-exclusion request was mishandled.
Unjustified complaint
Amount: €400
NV Casino
Safety Index 8.7 HighCase summary
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.
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.
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
TranslationBest regards
Jennifer J.
Thank you for the screenshots.
Thank you for the screenshots.
- Could you please forward me the original self-exclusion request that you sent to the casino on May 29, 2026? I have not received this communication from you yet. If possible, kindly forward the email as a .eml attachment rather than as a cropped screenshot.
- Have you received any responses from the casino to the emails you sent in August?
- When your initial requests were not fulfilled, did you try contacting the casino's customer support through any other channels besides email?
Dear Suni1990
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, Martin (martin.l@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,
Veronika
Hello Suni1990,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the NV Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Why did the user's account remain opened?
Thank you in advance for providing us with your view of the issue. Additionally, please provide me with the user's full transaction history at martin.l@casino.guru.
Greetings,
According to T&Cs:
"29.2. The account holder must then submit a Self-Exclusion request from the email address registered to the relevant gaming account. Self-Exclusion will take effect only after Support has received and processed the email request and confirmed that Self-Exclusion has been applied to the account."
The player received an e-mail from the casino on September 01:
The player never provided any relevant response, as the T&Cs presuppose.
In any way, the player's last deposit dates back to 31.08.2026 12:27:48 (UTC)
As per the moment being, the account is permanently blocked.
Regards
Dear casino representative,
Thank you for your response.
The decisive issue is that according to the player, they had already requested permanent self-exclusion due to gambling addiction on 29 May, after which you confirmed that her account had been closed.
Could you please explain why the account was subsequently reopened despite this permanent self-exclusion? Please also provide the player’s reopening request and any records showing how and when the decision to restore access was made.
Had the original permanent exclusion remained in place, the later requests, questionnaire and subsequent deposits would not have occurred. We therefore need to clarify the reopening before considering anything else.
Hello,
We've analysed the correspondence. Please find the request by the player as well as the certificate that the player does not have gambling addiction below:
"Had the original permanent exclusion remained in place, the later requests, questionnaire and subsequent deposits would not have occurred."
--> It is also worth mentioning, after the account was reopened, the player deposited 2262 EUR, and withdrew 2540 EUR.
What should be done in this case? Will the player return 278 eur?
Regards
Dear casino representative,
Thank you for your response.
Regarding the certificate, an online questionnaire completed after permanent self-exclusion due to gambling addiction does not appear to be reliable evidence that a player is fit to resume gambling.
Regarding the financial aspect, you are correct that if the player’s overall activity was profitable from the account’s reopening until its final closure, there would be no outstanding net loss to refund.
To conclude our assessment, please provide the player’s complete transaction history for this period, including all deposits, withdrawals, gameplay and balance movements. The records may be sent privately to martin.l@casino.guru.
Greetings, Martin
The requested logs have been sent to your e-mail.
Regards
Dear casino representative,
unfortunately, I have not received your email just yet. Please re-send your message when possible.
martin.l@casino.guru
Dear casino representative,
thank you very much, I can confirm the reception. I will update the thread soon.
Dear Suni1990,
Thank you for your patience and cooperation throughout this case.
I have carefully reviewed the complete transaction history. Although your account should not have been reopened following the permanent self-exclusion, the records show that you deposited €2,262 and withdrew €2,540 after the reopening, leaving you €278 ahead overall.
We cannot consider the later €400 separately from the earlier activity during the same period. As there was no overall financial loss, there is no outstanding amount that we could ask the casino to refund. I am therefore afraid that I must reject your complaint.
In the meantime, I strongly recommend installing the free BetBlocker app on your computer and mobile device. It can help restrict your access to gambling websites across various jurisdictions.
If you encounter any other problems with this or another casino in the future, please do not hesitate to contact our Complaint Resolution Center.
Best regards,
Martin
