NV Casino - Pelaajan tili on suljettu ja varat takavarikoitu.

NV Casino blocked my account and refused to refund 3200 EUR after a 60-day investigation. VIP Manager Laura explicitly told me on live chat today to open a complaint here on CasinoGuru. I have 54 screenshots of chat evidence and Paysafecard receipts ready to provide via email as soon as a complaint specialist

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,I have just sent my complete answers and all my photo evidence (VIP Manager Adil's chat logs and my Paysafecard receipts) via email to complaint@casino.guru. Please check the email updates to review the files for my case. Thank you, [Redacted].

Dear [Redacted]

Can you please provide at least a short summary on the grounds you are requesting a refund.

Thank you!

Regards

Hello Attila and NV Casino Team,In response to the casino's public request regarding Complaint ID 224159, here is the exact summary of the grounds for my full refund request (€3,200 net losses):1. Critical Software Malfunction: Continuous freezing of the special feature (Jackpot/RTP wheel) on the slot game "NV Blazing Crown" (Amigo Gaming) since June, which completely viliated my gaming sessions.2. Severe Breach of Responsible Gambling: On June 12th, I officially reported my technical distress and compulsive behavior. Instead of freezing my account or enforcing safety limits, VIP Manager Adil explicitly incited me in writing to continue depositing, stating: "I recommend trying other games". Due to this direct incitement, the casino allowed me to execute rapid, compulsive Paysafecard deposits (€1,100 of which were processed after this warning).3. Lack of Transparency and Retaliation: On Wednesday (August 12th), VIP Manager Laura completely refused to provide the legal transcripts or proof of the alleged email from June 19th. Immediately after I stated that I would escalate this to CasinoGuru, the casino dynamically blocked my transaction panel as a retaliatory measure.All 3 email batches containing concrete screenshots of VIP Manager Adil's incitement, my consecutive Paysafecard receipts, and the blocked transaction banner have already been forwarded to CasinoGuru support. I demand a full financial resolution to close this public dispute.Best regards,[Redacted]

Dear vasile86

Thank you for explanations.

1) Have you reported these "malfunctions" to support, provided any evidence?

2) Have you briefly reported your gambling addiction to support? Did you send an e-mail indicating this?

3) We will contact the game provider and request the logs of errors, if any

Your account is now permanently blocked due to gambling addiction.

Regards

Hello Attila,I have reviewed the response from the casino representative and I would like to clarify the points mentioned [1.1]:1. Regarding the game verification, I fully support the casino's initiative to contact the provider for the game logs on "Blazing Crown". The server logs will clearly show the exact history of my gaming sessions.. Regarding the notification of my gambling issues, I communicated my distress on June 12th directly through the official live chat with my assigned VIP Manager, Adil. He recommended in writing that I try other games instead of applying the standard safety protocols. My understanding was that the VIP Manager officially represents the casino's support team.I appreciate that the casino has now taken the correct step to permanently block my account for my own protection. However, my refund request is based on the fact that although I raised these concerns to Manager Adil in June, the account remained open, allowing me to make over €1,100 in additional deposits since then.All relevant screenshots of the June conversation and my Paysafecard receipts are already included in the previous emails sent to you. Thank you for your time and mediation.Best regards,[Redacted]

Dear NV Casino Team,

Thank you for your message.

Dear Player,

Thank you for your response.

First I'd like to address the responsible gaming aspect of the complaint. Could you please forward the communication in which you stated your gambling problems? Please forward it to my email at attila.g@casino.guru.

In relation to the technical issue, could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Hello Attila,Thank you for your update. I have just sent all the official screenshots regarding both the responsible gambling issue (the chat with Manager Adil) and the technical malfunction (the casino's recent emails) directly to your personal email address: attila.g@casino.guru.Please check your inbox to review the evidence. Thank you for your mediation.Best regards,[Redacted]

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for forwarding the evidence.

Regarding the responsible gambling aspect of your complaint, I reviewed the communication you provided, but I was unable to find the conversation from June 12 in which you clearly informed the casino or your VIP Manager about your gambling problems. If you have this specific conversation, could you please forward it to me separately so that I can review it?

Regarding the issue with the game, unfortunately, we cannot make a case solely based on the fact that you experienced significant losses or that the Jackpot/RTP wheel did not appear as often as you expected. All casino games operate under a predefined Return to Player (RTP) percentage, which represents the expected return over a very large number of rounds and does not guarantee individual results or the frequency of particular features during a player's session. Short-term results can vary significantly, and periods of losses are a normal part of casino gameplay.

For more information, I recommend reading our article about RTP:

https://casino.guru/learn-about-games-of-chance-rtp-variance

Therefore, at this point, I would like to focus primarily on the responsible gambling aspect of your complaint. Please forward the June 12 conversation separately if you have it.

Thank you for your cooperation.

Best regards,

Attila

Dear Player,

Thank you for your patience.

After reviewing the case and the additional evidence provided, unfortunately, we are unable to support your request for a refund.

The communication you provided does not clearly mention gambling problems, gambling addiction or loss of control. The conversation primarily concerns your significant losses and dissatisfaction with the game. Therefore, we cannot consider this communication sufficient notification of a gambling problem that would require the casino to close your account.

As your account has now been permanently closed and we have not found sufficient grounds to request a refund from the casino, the complaint will be rejected as unjustified.

Thank you for your understanding.

Best regards,

Attila