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I deposited 1200pln my account was blocked and I cannot withdraw my deposit

Dear 666yuhas666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you didn't place any bets after you deposited?
• Did you pass the verification before you lost access to the account?
• Did you activate any bonuses on top of your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I made a deposit and got a bookmaker bonus on a separate bonus balance. From the real balance I made a turnover in the casino and placed bets. One of the bets was placed from the bonus account. After it was settled I got a message that it violated the rules of the minimum odds of 1.50 and that my bonus was withdrawn and the account was blocked. But I still had over 1200PLN. I wrote that I understand that the bonus was taken but that they should return my real funds that remained in the account. They refused...

Thank you very much for your reply, 666yuhas666. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear 666yuhas666,

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.

I wrote this by email.

I talked to live chat and they only repeated that they would respond to email.

And this is their response, and the response to the email I wrote.

Dear 666yuhas666

The administration has come to a conclusion to unlock your account and allow you to withdraw the funds.

After that - the account will be permanently blocked.

Regards

Dear NVCasino,

I see that my account is unblocked but I cannot withdraw the amount of my current balance (1,228.90PLN) or the deposit I made (1212.78PLN), because it is limited to 1024.09 PLN. As you can see in the screenshot. To make a withdrawal, remove this limit. Then I will order a withdrawal and if I receive it, we will solve the case and you will close my account.

Dear 666yuhas666

Please let us know when you receive your money.

Regards

Dear NVCasino,

I received the money, now everything is fine.

Regards

Dear 666yuhas666,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru