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