NV Casino - Player's winnings have been confiscated.

Hello, on February 28th at NV casino I won PLN 92,875.77, all my documents were verified, the casino required me to take a selfie with an ID document and a visible player account to complete the verification, it was rejected twice due to poor quality, finally on March 21st I received a message that my account was verified, in the meantime I played once on March 13th and my balance dropped to PLN 91,543.77 and it stayed that way, on March 21st I created a withdrawal request, on March 24th I received an email regarding the rejection of my withdrawal, I also saw that my balance had been reset to zero, I wrote to support why this happened, and in response I receivedHello, on February 28th at NV casino I won PLN 92,875.77, all my documents were verified, the casino required me to take a selfie with an ID document and a visible player account to complete the verification, it was rejected twice due to poor quality, finally on March 21st I received a message that my account was verified, in the meantime I played once on March 13th and my balance dropped to PLN 91,543.77 and it stayed that way, on March 21st I created a withdrawal request, on March 24th I received an email regarding the rejection of my withdrawal, I also saw that my balance had been reset to zero, I wrote to support why this happened, and in response I received that my winnings were due to human error or a software defect and the company is not obliged to pay me my winnings, 3 days ago I wrote to support again, they kept changing the reason why I was not paid, they sent me a link to casino guru to file my complaint there and then they blocked my access to writing to Polish support and removed the option to look at the conversation history

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did you accumulate these winnings from a single bet or across multiple separate bets?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello, I was focusing on slots, this winnings were not from one bet, it took me a few hours, and I did not have any active bonus while accumulating this winnings.

Dear Marcin_24

Thank you for the complaint.

Please kindly specify which games you played, did you play normally or using the bonus-buy feature?

Regards

Dear NV Casino

I played Blazing Apple: Hold 'n' Link without an active bonus.

Dear Marcin_24

We did not ask you about the bonus balance, we asked about whether you used a bonus-buy feature.

Thank you!

Dear NV Casino

Yes, I used this option

Hello everyone,

Thank you both for your replies.

Marcin_24, could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, I sent screenshots of the conversation to the email address provided.

Greetings,

According to T&Cs of the casino:

"16.3. If you receive winnings due to a human error, software defect, or any other malfunction, we are not obligated to pay these winnings. You must immediately report the error to us and agree to refund any winnings received as a result of such errors."

The provider provided an incident report, and the casino team acted accordingly.

Please refer to the below:

(sorry, can't attach the PDF here)

Hope this clarifies.

Best regards

Dear NV Casino representative,

Could you kindly send me the report via email at kristina.s@casino.guru? Additionally, if there is any other important information that you believe we should review, I would greatly appreciate it if you could forward that as well. Thank you very much for your cooperation.

Greetings,

The document was just sent

Kind regards

Hello, Kristina

I'd like to ask what's going on with this matter at this point. I honestly feel cheated because I verified my winnings three weeks after I won, and there was no mention of any error related to the game I won on at the time. Besides, the report lists two different dates.

Hello everyone,

Dear Marcin_24,

We have received substantial evidence confirming a technical malfunction of the game. Regrettably, this situation has resulted in an unfair advantage and corresponding winnings that were not legitimately earned.

I empathize with the frustration this may cause, but please understand that casinos reserve the right to rectify winnings in such circumstances.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.