The player from Germany filed a complaint regarding NV Casino, stating that despite having initiated a self-exclusion from Casinoly on April 6, 2025, he was still able to play and incur losses at NV Casino. He requested an investigation into whether the self-exclusion should have applied to NV Casino as well and sought a refund for losses incurred after the self-exclusion date. It was clarified that NV Casino was not affiliated with Casinoly, and self-exclusion requests had to be made separately for each casino. The complaint was closed upon the player's confirmation.
NV Casino - Player seeks refund for losses during self-exclusion.
Closed
Our verdict
Unjustified complaint
Amount: €5,000
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
I am filing this complaint regarding NV Casino.
On April 6, 2025, I requested a self-exclusion from Casinoly due to a gambling problem. This was accepted by the casino, and I was later even granted a refund of my deposits.
Despite this active self-exclusion, I was subsequently able to continue playing at NV Casino. My account there existed before my self-exclusion, and I could continue using it, making deposits, and playing without any block being imposed. Overall, I suffered significant losses as a result.
Additionally, I also played at Slotuna, so I was active in a total of three casinos (Casinoly, Slotuna and NV Casino), even though I had already self-excluded from Casinoly.
I request that Casino Guru investigate whether my self-exclusion should have been enforced at NV Casino as well, given that it belongs to the same corporate group. Based on my understanding of the applicable Responsible Gaming rules and terms and conditions of affiliated brands within the same operator group, a self-exclusion should apply to all affiliated brands, provided this is stipulated in the guidelines.
If this is the case, I request a review to determine whether I am entitled to a refund of losses incurred after April 6, 2025. I also request that my complete transaction history be used to calculate any amount I may be entitled to a refund.
I am attaching all relevant evidence, including the self-exclusion confirmation, the Casinoly refund, and all account and transaction data from all affected casinos, to the existing complaint so that a full review is possible.
Automatic translation:
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4 weeks ago
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.
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4 weeks ago
Dear Sajjo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that NV Casino is not affiliated to Slotuna and Casinoly Casino. We are unable to pursue a refund of your losses at NV Casino on this basis.
Bear in mind that the only way to protect yourself is to request a self-exclusion from each casino, since even if a group of casinos has the same owner or operator, it does not guarantee protection across all associated platforms.
Do you need help with closing your NV casino account? Do you still have access to it?
I look forward to your reply.
Best regards,
Jean
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4 weeks ago
TranslationThat's settled then! Please close the case.
Automatic translation:
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3 weeks ago
Thank you for your confirmation. As requested, we will now close this complaint.
We appreciate your cooperation throughout the process. If you experience any other issues with an online casino in the future, please don't hesitate to submit a new complaint. We wish you all the best.
Best regards,
Jean
