NV Casino - Pelaajan kotiutus viivästyy Nv.casinossa.

Dear Casino Guru Team,

I am writing to you to file a formal complaint against the online casino Nv.casino.

I have lost a total of approximately €55,000 on this platform. My player account currently has a balance of €10,000. I have submitted all required verification documents (ID, proof of address, bank details) in full. However, the payout has been delayed for over a week, and I've been fobbed off with standardized responses.

When I asked, I received the following statement from support:

"We are a completely honest and licensed site. We're sorry you had a negative experience. (...) You confirm that our website's services are legal in your country. (...) No refunds are possible."

In my opinion, this response is inadequate and legally questionable. To my knowledge, Nv.casino does not have a valid license in Germany, which violates the applicable State Treaty on Gambling (GlüStV 2021).

I am therefore forced to file a complaint with you and ask for your support in obtaining a payout of my balance.

I am happy to provide all evidence (screenshots, communications, transactions).

Thank you for your time and I hope for a fair review of my case.

Best regards

Sehr geehrtes Casino Guru-Team,

ich wende mich an Sie, um eine förmliche Beschwerde gegen das Online-Casino Nv.casino einzureichen.

Ich habe auf dieser Plattform insgesamt ca. 55.000 € verspielt. Aktuell befindet sich ein Guthaben von 10.000 € auf meinem Spielerkonto. Ich habe alle geforderten Verifizierungsunterlagen (Personalausweis, Adressnachweis, Banknachweis) vollständig eingereicht. Dennoch wird die Auszahlung seit über einer Woche hinausgezögert und ich werde mit standardisierten Antworten abgespeist.

Auf Nachfrage erhielt ich folgende Aussage vom Support:

„Wir sind eine absolut ehrliche und lizenzierte Site. Es tut uns leid, dass Sie eine negative Erfahrung gemacht haben. (…) Sie bestätigen damit, dass die Dienste unserer Website in Ihrem Land legal sind. (…) Es ist keine Rückerstattung möglich."

Diese Antwort ist aus meiner Sicht unzureichend und rechtlich bedenklich. Nach meinem Kenntnisstand besitzt Nv.casino keine gültige Lizenz in Deutschland, was gegen den geltenden Glücksspielstaatsvertrag (GlüStV 2021) verstößt.

Ich sehe mich daher gezwungen, eine Beschwerde bei Ihnen einzureichen und bitte um Ihre Unterstützung, um eine Auszahlung meines Guthabens zu erreichen.

Ich bin gerne bereit, alle Nachweise (Screenshots, Kommunikation, Transaktionen) zur Verfügung zu stellen.

Ich danke Ihnen für Ihre Zeit und hoffe auf eine faire Prüfung meines Falls.

Mit freundlichen Grüßen

Dear Luistan,

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

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino

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

• Is your account accessible to you? Can you log in? Would you be able to share a screenshot of your withdrawable balance, and/or your pending payout requests?
• Have you passed the account verification of the casino? Which documents required for verification of your account have you submitted thus far?
• 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?
• Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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.

I keep getting the same, standardized response: I should verify my identity via KYC. I've uploaded the documents several times and also sent them by email.

Es kommt immer wieder die selbe, standardisierte Antwort, dass ich über KYC meine Legitimation durchführen soll. Die Dokumente habe ich mehrfach hochgeladen und auch per E-Mail gesendet.

Thanks for the explanation.

• Have you received any responses from the casino when you uploaded or sent the documents the casino requested? Have you been given reasons as to why your documents might not have been approved?
• Is your account accessible to you, or has your account been blocked?
• 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?

Looking forward to your reply.

Dear Luistan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru