NV Casino - Player's winnings are confiscated over name issue.

Title: Confiscation of winnings due to the use of a diminutive name when registering an account.

Description:

I am filing a complaint against NV Casino (licensed in Curacao). I deposited funds, played fairly and won a total of PLN 90,000. After submitting a withdrawal request, the casino blocked my account and refused to process the withdrawal.

They justified this by the fact that I used the abbreviated version of my name "Tom" instead of the full form "Tomasz" during registration. However, I would like to point out that using the abbreviated form of my name ("Tom" instead of "Tomasz") does not constitute misrepresentation of identity, as it is a commonly used diminutive of my name. I submitted all the required KYC documents (passport, proof of address, etc.) that clearly confirm my identity, but the casino still claimed that this was a violation of point 5.4 of the regulations regarding "true and complete personal data".

I was then offered to unblock my account only if I gave up all my winnings, leaving me with only PLN 5,000 as a "gesture of goodwill". I believe this is a dishonest and unethical practice, bordering on extortion.

I have reported the matter to the Curacao Gaming Control Board (GCB), however they do not deal with individual complaints. That is why I am asking for help and publicity to Casino Guru. If necessary, I can provide screenshots of correspondence with the casino, proof of my identity.

Dear tomaszm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Were your other personal information details correctly input in your player profile?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there is any other supporting evidence you wish to submit, share screenshots here or provide the information to my email at [email protected]

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Subject: Re: NV Casino Complaint – Answers to Questions

Dear Tomas,

Thank you for your quick response and involvement in my case.

I registered at NV Casino on March 11, 2025. The win also occurred on the same day, but the account was blocked almost immediately after the withdrawal request was submitted, i.e. March 14, 2025.

All other personal data was entered correctly and is consistent with the submitted identity documents. The only element challenged by the casino was the use of the name "Tom" instead of the full version "Tomasz". (Details in email no. 10 from NV Casino).

I won a total amount of PLN 90,000 by playing only slot machines – specifically in the PLINKO game.

I did not use any bonus or promotion. The entire amount was won from playing with my own funds - I have attached a confirmation of payment.

I am also sending screenshots of the correspondence with the casino and documents confirming my identity in the attachments. The casino offered to unblock the account only on the condition that I give up PLN 85,000 in winnings, leaving me with only PLN 5,000 as a "gesture of goodwill". I consider such action highly unethical and dishonest.

Finally, I would like to emphasize once again that using a shortened form of the name ("Tom" instead of "Tomasz") does not constitute misrepresentation of identity, as it is a commonly used diminutive. Similarly, "Kris" and "Krystian" are considered the same person. "Tom" and "Tomasz" are also the same identity.

Thank you for your help and I count on your continued support.

Yours sincerely, Tomasz ****

I am sending all the evidence I have to your email.

Thank you very much, tomaszm, for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello tomaszm,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite NV Casino to join the conversation and participate in the resolution of this complaint.

Dear NV Casino,

Can you please comment on the situation? Is the abbreviation of the player's name the only reason for the confiscation of their winnings?

Kind regards,

Adam

Dear Adam and Tomasz,

We completely understand that using shortened or familiar forms of names—such as "Tom" instead of "Tomasz"—is quite common in everyday life. However, as a regulated gaming operator, we are legally obligated to verify all player details exactly as they appear on official identification documents.

This is a standard compliance requirement designed to protect both our players and the platform, and it’s very similar to what you might experience when opening a bank account or renting a car. In those situations, providing a nickname or abbreviated version of your name would not be accepted—and the same applies here.

In addition one of the most strict rules was violated: 

".4. You certify that you have provided accurate, complete, and true information about yourself upon registration and will promptly update any registration information that may have changed to maintain its accuracy. Where the information is not provided, or is deemed to be incomplete, inaccurate, or outdated at any time, the Company reserves the right to suspend the account registration and treat any subsequent deposits to the Player’s account as invalid, with any winnings arising from such deposits being void, and may result in account closure, limitations, or voiding of transactions."

We do emphasise, that the player never attempted to correct the mistake before gameplay. 

The max casino can do - is to meet in the middle. 

Kind Regards

Ladies and Gentlemen,

Thank you NV Casino for your quick response, but I would like to respond to the arguments presented.

According to the Casino Rules (section 5.4):

5.4. The User certifies that he/she has provided accurate, complete and true information about himself/herself upon registration and will promptly update any registration information that may have changed in order to maintain its accuracy. In the event that information is not provided or is found to be incomplete, inaccurate or outdated at any time, the Company reserves the right to suspend the registration of the account and treat any subsequent deposits into the Player's account as invalid and any winnings resulting from such deposits are void and may result in the closure of the account, restrictions or voiding of the transaction.

In connection with the above, I would like to emphasize that I have fully complied with the indicated regulatory requirements:

In accordance with the first sentence of the quoted point - I immediately updated my data by sending documents for verification the very next day after I created the account, i.e. on 11/03/2025. The evidence is the attached screenshots from the chat with NV Casino support and confirmation of sending the documents in the player panel.

On March 12, 2025, I received information from you about the need to send more legible documents – to which I immediately responded by re-sending the required files.

In accordance with the second sentence of the quoted point – all information and documents were provided correctly and promptly, and I maintained regular contact with your website.

Therefore, I would like to clearly state that:

I have never acted in bad faith,

I have complied with the Regulations, immediately updating and confirming my data,

My identity has been fully confirmed – and has never been falsified,

On March 15, 2025, you asked me to take a photo with an ID document in front of an open account – which I did. I understand that this was an action aimed at additional confirmation of identity and verification of the account owner.

I do not want to be perceived by you as a person acting dishonestly. All my actions clearly confirm that I have fulfilled my obligations in accordance with the Regulations.

Referring to an excerpt from your answer:

"This is a standard compliance requirement designed to protect both our players and the platform, and is very similar to what you might experience when opening a bank account or renting a car."

I agree that the identity verification process is crucial for the safety of players and the operator. However, I would like to note that I do not know of a financial institution that would reject a positively verified identity solely because of the use of a shortened form of the name (in my case "Tom" instead of "Tomasz"). If the data contained in the identity document is consistent and unambiguous - such a difference should not be a basis for refusing to provide services.

This is precisely why the verification process was created, to resolve such inconsistencies – and to check whether the use of a diminutive name is the result of an attempt to conceal data or is simply a natural, everyday abbreviation that does not undermine the user's identity.

I would also like to point out that I did not find any detailed information regarding the storage and use of personal data on the NV Casino website. The information published on the website is general, including the prevention of financial fraud, money laundering, and preventing minors from registering accounts. Despite asking in the chat, I only received a general answer that the data is used for verification purposes - without further explanation. Therefore, the use of the form "Tom" was, in my opinion, a form of minimal protection of personal data at the registration stage, until full verification, which took place immediately after the account registration.

I consider blocking the account and making its unblocking dependent on giving up most of the winnings – despite full compliance with the verification process rules – to be a disproportionate action and contrary to the spirit of the Regulations.

I am asking you to unblock my account and allow me to freely dispose of the funds that I have earned in accordance with the rules applicable on the platform.

To sum up: Blocking the ''Expert 17150/with 20000 points'' account, confiscating the winnings, and then proposing to "meet halfway" has nothing to do with reliable action and the principles of honesty, especially since you refer to the Regulations, which I myself did not violate in this situation.

I trust that NV Casino will approach the matter responsibly and be fair to its loyal user. Only transparency, respect for the player and consistency in applying their own rules can build trust in the platform - and this, I believe, should be a common goal for both you and the gaming community.

Thank you for your additional comments, tomaszm.

Hello NV Casino,

While I understand that it is important for players to provide the correct information and be able to verify themselves, I also understand that the player wouldn't consider this information to be considered incomplete, and certainly not inaccurate.

If it is the only information that is not completely correct in the eyes of the casino, I would assume it is still possible to verify the player according to all of the other information that has been provided by them. Consequently, I believe it would be a fair approach for the casino to accept that this could be an easy and genuine oversight, allow for the data to be amended in the casino account and restore the player's balance.

Kind regards,

Adam

Following a thorough review of the case, the player’s account information has been updated to reflect the correct name as confirmed by the submitted documents. Account access has been restored.

Kind Regards

Hello NV Casino,

Thank you for the update, and for your assistance and understanding.

Dear tomaszm,

You have expressed that you would prefer to wait until the verification is completed and a withdrawal has been processed before closing the complaint.

We will extend the timer accordingly, please keep us updated.

Kind regards,

Adam

The player has now informed me that the verification has been completed, and that they are now awaiting payment.

Dear tomaszm,

I have reset the complaint timer for 14 days, please continue to keep us updated on the situation.

Kind regards,

Adam

Hello  tomaszm,

Have there been any updates?

Kind regards,

Adam

Subject: NV Casino Withdrawal Update

Hello Adam,

Thank you for your interest.

Yes, I received my first withdrawal of 4,910.09 EUR on 30/04/2025.

The Casino informed me that pursuant to point 8.11 of the regulations, a withdrawal limit of maximum EUR 10,000 per 30 days was applied because the withdrawal sum exceeded 20 times my deposits (which amounted to PLN 40).

It is worth emphasising, however, that section 8.11 only says that such a limitation may, but does not have to, be applied.

To quote:

"the user may be subject to a maximum withdrawal limit of EUR 10,000 [...] per 30 days."

I asked them for a timeline for further withdrawals – as it is unclear why only one withdrawal was made (and not e.g. two of €4,910) – but was informed that they do not provide specific dates or amounts in advance.

I therefore submitted a formal request for confirmation that, in accordance with point 8.10.3 of the regulations, the entire amount should be paid out no later than within 14 business days of placing the order.

The content of this entry is as follows:

8.10.3. For amounts between EUR 4,910 and EUR 29,999: from 5 minutes to 96 hours, but no later than 14 business days from the date of submission of the request.

The withdrawal was requested on 28/04/2025, so the deadline is 15/05/2025. The total amount to be withdrawn is approximately EUR 20,935, of which only EUR 4,910.09 has been withdrawn so far.

This leaves approximately €16,025 remaining to be paid.

At this point I am waiting for their response and confirmation of the date for implementation of the remaining funds.

Kind regards,

Thomas

Hello tomaszm,

Thanks for the additional information. We will allow more time, please keep us abreast of further developments.

Kind regards,

Adam

Hello tomaszm,

Can I ask if there has been any progress with your payments?

Kind regards,

Adam

Subject: NV Casino Withdrawal Update

Hello Adam,

Thank you for your message.

At the moment there are no new transfers from NV Casino website apart from the first withdrawal I received on 30.04.2025 in the amount of 4,910.09 EUR.

According to the regulations (section 8.10.3), all withdrawals should be made within a maximum of 14 business days from the date of application (i.e. by 15.05.2025). I therefore expect that the remaining part – approximately EUR 16,025 – should be received by Thursday at the latest

Thank you tomaszm.

Dear NV Casino,

Can you please provide an estimated timeframe for the completion of the player's payments?

Kind regards,

Adam

Dear Adam,

We’d like to assure you that the player’s withdrawals are being processed as usual and in line with the conditions set out in our Terms and Conditions. In some situations, a monthly withdrawal limit may apply. This is explained in section 8.3.9 of the English version — or 8.11 in the Polish version — of our Terms and Conditions, depending on the language selected on the website.

We can also confirm that the next payout is scheduled for the coming days, and the player will be informed as soon as it’s processed.

If there’s anything else we can clarify, we’ll be happy to assist.

Kind regards,

NV Casino Team

Hello NV Casino,

The usual withdrawal limitations/timeframes are listed in the terms as:

8.3.8. For players who have successfully completed the KYC check, withdrawal requests will be approved by the Casino within the following timeframes, except for weekends and holidays:

8.3.8.1. For amounts up to 499 EUR (or equivalent in your currency): within 5 minutes to 12 hours, but no later than 2 working days from the date of the request.

8.3.8.2. For amounts from 500 EUR to 4,999 EUR (or equivalent in your currency): within 5 minutes to 48 hours, but no later than 5 working days from the date of the request.

8.3.8.3. For amounts from 5,000 EUR to 29,999 EUR (or equivalent in your currency): within 5 minutes to 96 hours, but no later than 14 working days from the date of the request.

8.3.8.4. For amounts higher than 30,000 EUR (or equivalent in your currency): within 5 minutes to 96 hours, but no later than 30 working days from the date of the request.

The term you described is as follows:

8.3.9. If the amount of your withdrawal request(s), including your current account balance and lifetime withdrawals, is at least 20 times greater than the total sum of your deposits, you may be limited to withdrawing 10,000 EUR (or the equivalent in your currency) within a 30-day period.

Can I ask you to clarify the purpose of this rule 8.3.9, and what criteria have caused the decision to apply the rule to this particular player?

Kind regards,

Adam

Dear Adam,

Given the player's deposited amount of €9 during the lifetime, the administration considers the application of a €10,000 monthly limit to be more than reasonable.

We would appreciate your thoughts on this approach.

Kind Regards,

NV Casino Team

Subject: Request for clarification and determination of the further payment plan

Ladies and Gentlemen,

Thank you for your previous correspondence and information regarding the application of the monthly withdrawal limit pursuant to point 8.11 of the regulations.

However, I would like to point out that in accordance with point 8.10.3 of your regulations:

"For amounts between €5,000 and €29,999, withdrawals should be processed within 5 minutes to 96 hours, but no later than 14 business days from the date of request."

In my case, the withdrawal request was submitted on 28/04/2025 and to date I have only received EUR 4,910.09 (30/04/2025), even though the total amount to be withdrawn is over EUR 21,000.

I understand that you refer to point 8.11, which states that a withdrawal limit of up to EUR 10,000 may be imposed if the funds exceed 20 times the deposits. However, I would like to point out that this provision indicates that the limitation "may be applied", which means that it is not a mandatory rule, and it does not remove the obligations arising from point 8.10.3 regarding withdrawal deadlines.

Additionally, referring to the statement:

"Considering the player's lifetime deposit of €9, the administration considers that applying a monthly limit of €10,000 is more than reasonable."

I regret to emphasize that this type of approach – based on assessing the "reasonableness" of withdrawals based on a subjective analysis of deposits – is not reflected in the content of the regulations. The regulations are a formal document, not discretionary, and their provisions should be the basis for all decisions – not an arbitrary opinion of the administration.

In connection with the above, I kindly ask for a clear and unambiguous position on the following issues:

Do you believe that section 8.11 removes the obligation to pay out funds within 14 business days under section 8.10.3?

If not, please confirm the date by which the remaining funds will be paid.

If, however, you intend to apply a monthly limit, please present a clear action plan, including specific deadlines and expected amounts of subsequent transfers.

At the same time, I would like to point out that such information will have binding value only if you have previously provided a clear answer to the question regarding the conflict of provisions of the regulations – i.e. whether point 8.11 (of a discretionary nature) actually waives the obligations arising from point 8.10.3 (of a mandatory nature).

I hope for a transparent and fair approach to the matter, based on the literal wording of the regulations, and not their flexible interpretation. I also ask that information about the withdrawal is not provided only after it has been processed, but with sufficient advance notice.

Kind regards,

Thomas M

Hello tomaszm,

While I do not understand the reason for having this limit, I am afraid it is at the discretion of the casino if they wish to implement it. We must therefore remain patient and expect the withdrawals to be paid according to the terms mentioned.

We will of course keep the complaint open until everything has been received. The timer will be set accordingly.

Kind regards,

Adam

Hello Adam,

Thank you for the information and for your support.

I understand your position – I also do not find a clear justification for applying this limit. The regulations clearly specify the rules for withdrawals, and point 8.11 seems to have been added hastily and is inconsistent with the rest of the document. For this reason, I expect the casino to respond directly to the content of my letter in which I raise this issue.

However, I am pleased that the case remains open and monitored. In the meantime, I have received another tranche of €4,919.58, which indicates that the payments are indeed progressing according to their version of the schedule.

I will keep you updated on further changes.

Kind regards,

Thomas

Dear NV Casino Team,

I kindly ask you to comment on the content of my message, published as part of the correspondence on May 16, 2025.

To date, I have not received a response to the issues raised there, which – due to their direct connection with the provisions of the regulations – I consider important and requiring a clear position on your part.

Thank you in advance for your time and I look forward to your reply.

Kind regards,

Thomas M

Ladies and Gentlemen,

Dear Adam and NV Casino Team,

I would like to inform you that my request for further payments was rejected on 22nd May. As I was informed, the reason was supposedly technical problems.

Therefore, on May 25, I repeated the withdrawal request – this time for the amount of PLN 47,600, which is another part of the funds I want to withdraw from the game.

At the same time, I would like to remind you that:

✅ I do not agree with the application of point 8.11 and am still waiting for answers to the questions that were published in the message to NV Casino dated May 16.

✅ The 30-day limit period in accordance with point 8.11 ends on May 28 (as the first instruction was submitted on April 28), therefore subsequent withdrawals should be launched immediately after this date.

Please confirm that my last payment order of May 25 was correctly accepted and when it will be processed. I also ask for a response to my correspondence of May 16.

Thank you in advance for your quick and thorough explanation.

Kind regards,

Thomas M

Hello tomaszm,

Can I ask you to please provide an update on the situation? How much is outstanding, and has the casino provided information regarding the next payment?

Kind regards,

Adam

Hello Adam,

Thank you for your interest in the matter.

At the moment the situation is as follows:

💰 I have received a withdrawal of €9,829.67 so far (including the transfer from May 17).

💰 Total amount remaining to be repaid is approx. 11,000 EUR.

👉 The last withdrawal request was submitted on May 25 for the amount of PLN 47,600 (approximately EUR 11,000), because they rejected my previous requests - as I was informed - for technical reasons.

👉 The casino did not provide any response to my inquiry of May 16 regarding the contradiction between point 8.11 and 8.10.3 of the regulations.

👉 To this day, I have not received information about the date or payment plan after the 30-day limit from point 8.11 (which expires on May 28).

💡 Therefore, I am still waiting for specific information from the casino - whether and when they intend to implement the latest instruction and how they intend to resolve the whole situation.

Let me know if you would like me to provide you with any further details or documents.

Regards,

Thomas M

Thank you tomaszm.

Dear NV Casino,

Please provide an update from your side regarding further payment.

Kind regards,

Adam

Dear Tomasz,

Dear Casino Guru Team,

Thank you for your message and for providing detailed information.

We confirm that the withdrawal of 21,000 PLN, requested on May 25, has been approved and is currently being processed by our payment provider.

Regarding your inquiry about the interpretation of sections 8.10.3 and 8.11 of the Terms and Conditions: these provisions refer to different situations. Section 8.10.3 outlines the standard processing timeframe for withdrawals, whereas section 8.11 introduces special payout limitations – specifically, a maximum withdrawal limit of 10,000 EUR per 30 calendar days – in cases where the total value of withdrawals and account balance exceeds 20 times the total deposit amount.

In your case, this limitation has been applied in accordance with the rules, and further withdrawals are being processed according to the 10,000 EUR per 30-day schedule.

Accordingly, the payout schedule will continue to follow the rules outlined in section 8.11. It is worth noting, however, that the previous two withdrawals - processed on April 30 and May 17, 2025, each for the amount of 21,000 PLN - indicate that payouts are currently being made ahead of the standard schedule defined by this limit.

Should you have any further questions, we remain at your disposal.

Best regards,

NV Casino Team

Dear Adam

As of today, the situation is as follows:

💰 So far, I have received a total of three payout tranches:

• 30.04 – 4,910.09 EUR

• 17.05 – 4,919.58 EUR

• 02.06 – 4,929.87 EUR

Currently, approximately EUR 6,480 remains to be paid

I will keep you informed.

Hello tomaszm,

Many thanks for the update, I am glad to hear that there is some progress. I will reset the timer again while we wait for further news.

Kind regards,

Adam

Hello tomaszm,

Just want to check in with you, can you let us know how much of the payment is still outstanding?

Kind regards,

Adam

Hello all, due to some technical issues, the player has been unable to post their latest reply to the thread, so I will share the information here:

Hi Adam, it's nice that you keep your finger on the pulse.

NV Casino:

Please clearly explain the reason for the refusal of my withdrawal request twice and indicate what specific steps you intend to take to resolve this situation in a fair and compliant manner.

The current situation is already stretching the provisions of section 8.10.3, which sets out the standard timeframe for processing withdrawals. Section 8.11, which you refer to, introduces special restrictions – which creates internal inconsistency. However, I respected your interpretation that these provisions apply to different situations. I took note of it.

However, to date, I have not received any information regarding the payment plan after the expiry of the 30-day limit of 8.11, which this time ends on June 25th.

👉 On May 22 , my withdrawal request was rejected – as it was reported, due to alleged "technical problems".

👉 On May 25 , I renewed the withdrawal request.

👉 Today, June 18, it was rejected again — without explanation. The message only read:

"Sorry, your request to receive your withdrawal has been denied. To find out why, check the status of the transaction in your profile."

There is no reason in the profile, and there is no contact with the staff. It looks like a deliberate dragging out of the case.

Dear NV Casino,

Can you please provide the player with an update on the situation? Why have the withdrawal requests been denied?

Kind regards,

Adam

Greetings all,

According to our records, the player has received 63,000 PLN, the remaining money is scheduled to be paid. Considering the current serious approach of the case (player deposits 40 PLN and already received 63k) - there is nothing to worry about.

Kind regards

Dear Adam,

Dear NV Casino,

Thank you for your reply and assurance that the remaining amount will be paid.

However, I would like to make it clear:

Dear NV Casino,

With the "serious approach to the matter" in mind, I believe that the fact that my deposit was PLN 40 has nothing to do with the content of the regulations. Your comment on this matter is unnecessary - the regulations clearly define the rules.

The application of the EUR 10,000 limit is based on section 8.11, however the lack of a timetable and transparency of payouts raises questions as to compliance with section 8.10.3.

I have taken note of your interpretation of the regulations, although I believe that the regulations should be read, not interpreted.

🔹 It's not my fault that the winnings exceeded the value of the deposit - I participated in the game legally, in accordance with the casino's rules.

I perceive the current delay in the withdrawal process – despite clear provisions – as acting to the detriment of the player.

🔹 The total requested payment is PLN 89,600 – so PLN 67,847 is not "the whole", but only a part of this sum.

There is still over PLN 21,753, or approximately EUR 5,154, remaining to be paid.

I am counting on specific information: when exactly this amount will be paid and whether it will be paid in one lump sum.

💰 Payouts received so far:

30.04 - 4,910.09 EUR

17.05 - 4,919.58 EUR

02.06 - 4,929.87 EUR

25.06 - 1,318.13 EUR

Total: 16,077.67 EUR

📌 Brief financial situation:

Total requested payout: PLN 89,600

Average conversion rate: 1 EUR = 4.22 PLN

Total paid: EUR 16,077.67 × 4.22 = PLN 67,527

Remaining to be paid: 89,600 – 67,527 = 22,073 PLN → approx. 5,228 EUR

Final remarks:

In my case, the account is kept in PLN and withdrawals are made in EUR.

According to the terms and conditions, NV Casino is obliged to pay out the full amount in PLN or its equivalent in EUR at the conversion rate.

Dividing payouts into random tranches, without explanation or timeline, becomes cumbersome and opaque.

If necessary, I can send screenshots clearly showing the amount in my account and information about the submitted withdrawal order for the amount of PLN 89,600.

Please let me know when the remaining amount (approx. EUR 5,228) will be paid and whether you intend to settle the case with one transfer.

Kind regards,

TM

Hello all

As per now, the player does not have any withdrawal requests, the amount of 89,600 was fully paid out.

Kind regards

Adam, Dear NV Casino Team,

Thank you for your next transfer of EUR 4,949.85 dated July 1, 2025.

After it has been recorded, the total amount of withdrawals is EUR 21,027.52, which – at the average exchange rate of EUR 1 = PLN 4.22 – corresponds to an amount of approximately PLN 88,738.

Therefore, the withdrawal amount still does not correspond to my original order, which was PLN 89,600.

This leaves approximately PLN 862, or approximately EUR 204, left to be paid.

I kindly ask for information, NV Casino is obliged by the regulations to fulfill the order of the amount in the currency of the account deposit in my case PLN or the equivalent in another currency. Please explain where the difference in the amount of PLN 862 or EUR 204 comes from

Please let me know if the final transfer for the missing amount is planned and when it can be expected.

For complete clarity, below is a list of all completed transfers:

💰 Payouts received so far:

30.04 - 4,910.09 EUR

17.05 – 17.05 – 17.05 EUR 919.58

02.06 - 4,929.87 EUR

25.06 - 1,318.13 EUR

01.07 - 4,949.85 EUR

🔢 Total: €21,027.52

Kind regards,

Thomas M.

Dear tomaszm

We highly cherish your sense of humour.

But would you mind checking your gaming account? You have 408,28 PLN on your account.

You had 90008,28 PLN before the first withdrawal.

Now, the following withdrawal amounts were performed:

-21000

-5600

-21000

-21000

-21000

This leaves your balance with exactly 408,28 PLN.

Ask ChatGPT once again to just double-check the calculations.

Regards

Dear tomaszm,

Please confirm that the withdrawal amounts stated have been received and that the stated remaining balance is correct. I believe that his case can then be considered as resolved.

Kind regards,

Adam

NV CASINO I am very glad that you are not as tense as during previous conversations.

Thank you for your concern, my mood is good. Thank you very much in advance for making the transfers, even though the road was bumpy.)

Everything is correct what you wrote: - I just want to clarify something…

Before the first withdrawal I had PLN 90,008.28 and now my account has PLN 408.28

As you write, my account was depleted with each transfer by the amounts shown below.

1. 21,000 PLN

2. 21,000 PLN

3. 21,000 PLN

4. 5 600 PLN

5. 21,000 PLN

Total: PLN 89,600

Your transfers are:

1. 4910.09 EUR 30/04/2025 1€ = 4.27

2. 4919.58 EUR 17/05/2025 1€ = 4.27

3. 4929.87 EUR 02/06/2025 1€ = 4.25

4. 1318.13 EUR 24/06/2025 1€ = 4.24

5. 4949.85 EUR 01/07/2025 1€ = 4.25

Total: €21,027.52

If you sent €21,027.52 x mid-market rate of €1 = 4.22 PLN = 88,736 PLN

Where is the difference = 863 PLN or 204 €

Here is the link to the NBP rates: https://nbp.pl/statystyka-i-powiedziozc/kursy/archiwum-kursow-srednich-tabela-a/

Calculations without ChatGPT. I did them myself so you wouldn't have any doubts about what I'm asking.

Please let me know what the difference is: EUR = PLN The account is kept in PLN so there should be an equivalent in EUR.

Dear tomaszm

Your account is in PLN, all the transactions are depicted within pln currency.

May we wonder, why you picked up EUR, not GBP or ZWL or BTN?

Regards

.

Dear Adam, NV Casino,

That's correct - sorry for the confusion on my part. The transfers were made on different days of the month, at a variable rate, which explains the differences.

Adam, thank you for your help. I am convinced that without your support the finale could have looked different.

NV Casino – despite the difficulties, thank you for your cooperation. Finally, I can confirm honesty on your part.

I thank both parties for their commitment.

The dispute has been resolved – we can consider the case closed.

With respect,

TM

Dear tomaszm,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. Thanks also to NV Casino for their patience and understanding.

We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Adam