NV Casino - Player’s winnings are withheld.

Hello, two days ago, despite winning a live blackjack bet (Pragmatic), my balance was 0 instead of 180 PLN despite the win. Immediately after this situation, I contacted support via live chat, both with NV Casino support and Pragmatic support. NV support has been sending me the same algorithmic messages for two days. Pragmatic support tried to help and reported the matter to NV Casino - the issue is about receiving the due funds. I've also attached screenshots below showing all the details.

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 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.

• Is there a record of what your hand was during the affected round, ot that your particular bet should have resulted in a win?
• Would you be able to share evidence on how the bet affected your balance based on the records from the casino's game history?
• Post evidence here or send it to my email at tomas@casino.guru

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