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Good evening... I've been trying to verify my account for three days now and while the photos I send are approved the next day they ask me for something else... and we got to today when they limited my account and asked me for another document... I've collected an amount that I can't withdraw due to verification, but they were accepting deposits... and a robot answers me the same thing over and over again

Καλησπέρα σας … προσπαθώ να κάνω εδώ και τρεις ημέρες επαλήθευση λογαριασμού και ενώ εγκρίνονται οι φωτογραφίες που στέλνω την επόμενη ημέρα μου ζητάνε και κάτι άλλο.. και φτάσαμε στο σήμερα που μου περιόρισαν τον λογαριασμό και μου ζήτησαν κι άλλο ένα έγγραφο… έχω μαζέψει ένα ποσό το οποίο λόγω επαλήθευσης δεν μπορώ να το κάνω ανάληψη αλλά τις καταθέσεις τις δεχόντουσαν…και μου απαντάει ένα ρομπότ τα ίδια και τα ίδια

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand correctly that your account was blocked due to ongoing verification? Which options in your account are disabled, and which are still available to you?
• Could you please specify the amount of your current balance in your player's account?
• 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 regarding the issue? 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

Good evening, right now they are asking me for another document which is from my bank or from my tax return to see my income and my name. While they told me that my documents have been approved. Yesterday. Today they are asking me for this document which I think is not legal to give. I think it is dangerous. And they are not letting me make a withdrawal anyway. We are talking about how much the 8,000.. is not from a bonus.. it is from the super scatter.. it has been 4 days

Καλησπέρα σας αυτή τη στιγμή μου ζητάνε κι άλλο ένα έγγραφο το οποίο είναι από την τράπεζα μου ή από τη φορολογική μου δήλωση για να δούνε λέει το εισόδημα μου και το όνομά μου. Ενώ μου είπανε οτι τα έγγραφα μου έχουν εγκριθεί. Εχθές. Σήμερα μου ζητάνε κι αυτό το έγγραφο το οποίο θεωρώ ότι δεν είναι νόμιμο να το δώσω. Το θεωρώ επικίνδυνό. Και δεν με αφήνουν παρόλαυτα να κάνω ανάληψη. Μιλάμε για το πόσο το 8.000 .. δεν είναι από μπόνους .. είναι από τον δια σουπερ σκατερ.. είναι εδώ και 4 ημέρες

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sezonistria-5,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas