NV Casino - general discussion (page 2)

What good is a complaints team to me? I've already waited seven days, and I'm still waiting until Sunday. If nothing happens, my lawyer will take care of it. I've had a problem with a casino before, and the lawyer helped me.

I would like to file a complaint but it says Captcha failed.

So I filed a complaint

Could you please take a look at my complaint? It says that I have to wait 11 days.

Hey there,

Glad to see you have such an opportunity. Good question though:

We try to use complaints as another source of information about casinos and also the other players are aware of the recent events by following the cases.

I'm sorry to see that.

First of all, email our colleagues at complaint@casino.guru the complaint description, a screenshot of the related communications, or anything else you have on hand.

Secondly, in order to prevent this from happening to others over again, I would kindly ask you for help:

send us the error update via email at community@casino.guru:

1) Make a screenshot of the whole screen where we also see the domain you use when the CAPTCHA appears.

2) Add the exact time and also tell us the time zone (the best would be in UTC)

3) An IP address would be great too if you are able to find it.

Here are also a few tips to deal with the problem provided by our chief developer:

"Are you using a VPN? What about a browser plugin? The blocking might be related to your use of a Virtual Private Network (VPN) browser plugin or program. 

Some VPNs send traffic that violates the law or websites' terms of service.

Here are the top 3 things I would suggest. 

1. Check your IP address - If there are any suspicious activities from your IP address and is marked for spam then Google will throw the reCAPTCHA message and stop you for verification.

2. Check your network - Sometimes (mostly in countries like China) the Internet Service Provider (ISP) masks the IP address and track your browsing activities. This will cause the complete network of IP addresses used by that ISP to get blocked by security systems like reCAPTCHA used by Google.

3. Check malware and browser extensions - If you are frequently seeing "I’m not a robot" message then check your computer for malicious programs and remove unnecessary browser extensions. Try the official Chrome cleanup tool"

I'm sorry for the mess; we could use any help detecting and resolving the issues, but mostly we've been receiving very limited feedback.

Hello, I think I have the explanation; it is in the first response:

"Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience."

I'd say that's it. Kindly give it a some time. 🙏

Our colleagues from the first response team review the freshly submitted cases manually to ensure all will be ok.

Now those assholes have blocked my account. I'm going to see a lawyer first thing tomorrow morning. I've taken screenshots of all the account data. They're going to get a hefty lawsuit.

Well, I honestly doubt that hefty lawsuit will be quicker than our complaint, but of course - suit yourself. Just please inform Kristina too. 🙏

However, based on the current situation, have you received confirmation that the KYC was successfully completed? It seems to me that it wasn't, so I would concentrate on the cause. I am just saying.

Yes, okay. No, KYC wasn't confirmed because the date of birth was supposedly incorrect. But I know I entered it correctly, and it seems to me that they don't want to pay out anything.

Good! So technically, if the birth date—and let's leave aside the cause of the error—is set to the correct value, are you aware of any other complications? To me, it sounds quite logical that the birth date has to be correct before the casino proceeds with the payout, but I understand you are still concerned.

Yes, that's clear. I know I entered it correctly, but mistakes can always happen. And that's why they've blocked my account and don't want to pay out the €5,000. They won't open my account until Friday, when I agree to the terms and conditions, at which point my balance (€5,000) will be canceled and the €42 deposit will be credited as collateral. And all because of a date of birth, which could have been arranged beforehand. This clearly sounds like a scam, because they simply change the date and then block the account straight away, so they don't have to make a withdrawal.

For which apple company?

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I have a problem with Legiano.

My amount is still being paid out, but support is again talking about the mysterious 30 days...

It does not belong to this thread, I reckon. Can you instead continue here 👈, please?

It would be best, at least in my opinion.

Ok, I think that even a basic common sense would come up with a very different solution to such an understandable situation; perhaps the casino employees considered the incorrect date of birth to be enough to initiate additional checks - who knows? You ought to know if they were initially willing to tell you. They did not, so instead you consider that to be a scam; well, their choice.

I would, however, expect your account to be double checked and if all else was correct and sufficient, the withdrawal should be finalized.

Yes, the casino doesn't do that. They simply say it's a violation of their club's rules. Yes, a solution could have been found, but scammers don't want to find a solution. But my lawyer will find a solution.

I wish this solution works best for you, of course. Just out of curiosity, since you seem to be very quick with the laws, how come you play outside the GGL regulations? Looks like you come from Germany, so I find it worth asking. Too many regulations for my taste, to be honest...