NV Casino - Igrački račun je zatvoren, a sredstva su konfiskovana.

On December 5, 2025, I deposited €1,335 into my NV Casino account. After lawful gameplay, I requested a withdrawal. Immediately after the withdrawal request, my account was blocked and all funds were frozen.

The casino claims that an "additional verification" is required. However, NV Casino has not:

explained the specific reason for this verification,

provided any case or reference number,

provided any timeline for completion.

Despite repeated requests, the casino only refers to general terms and conditions and ignores formal complaints. As of today, my deposited funds remain withheld without transparency or due process.

I believe this practice is unfair and request:

immediate unblocking of my account, and

prompt processing of my withdrawal.

I am ready to provide all relevant evidence upon request.

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Dear SylwiaPlayer,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation with your account being blocked after your withdrawal request.

To assess whether the additional verification and account restriction are being handled in line with the casino’s procedures and reasonable timeframes, I would like to clarify a few specific points:

• Has the casino informed you which documents or information are required for the additional verification, or have you already submitted any new documents since the account was blocked?
• Did the casino specify whether the verification is related to identity checks, payment method verification, or another compliance review?
• Could you also please specify what type of games you played before requesting the withdrawal (for example, slots, live casino games, table games, or sports betting)?

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have a clear timeline and supporting communication, we will be able to contact the casino with concrete questions regarding the verification process and the delay.

Please feel free to forward any relevant correspondence or screenshots to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your message.

To clarify:

The casino has not requested any additional documents from me since my account was blocked.

The casino has not clearly explained the reason for the additional verification.

No timeline or estimated duration of the verification has been provided.

The only information I received is that I should "wait", without any further details.

Regarding gameplay, I played slot games only before requesting the withdrawal.

I am happy to provide any documentation if requested and will forward relevant screenshots and correspondence to your email address.

Thank you for your assistance.

Kind regards,

Sylwia

Dear SylwiaPlayer

Can you please name the games/game providers you played.

Did you use any bonus while playing?

Thank you!

Regards

Hello,

I played standard casino slot games from various providers, including Pragmatic Play, NetEnt, Yggdrasil and Play'n GO

I used the welcome bonus with the promo code JOY.

Best regards,

Sylwia

@Dear NV Casino Team,

Thank you for your response.

The player has now confirmed the game providers played (Pragmatic Play, NetEnt, Yggdrasil, Play’n GO) and that a welcome bonus (promo code JOY) was used.

Could you please clarify whether any additional information or documents are still required from the player in order to complete the additional verification process?

If so, please specify:

• what exactly is needed, and
• whether there is an estimated timeframe for completing the review once everything is provided.

At this point, the player has not received any concrete instructions beyond being asked to wait, so your clarification will help us move the case forward efficiently.

Thank you in advance for your cooperation.

Dear Petronela

We are expecting to receive a game-check from one of the above-mentioned provider by Wednesday.

Will revert as soon as possible.

Regards

Dear NV Casino Team,

Thank you for the update and for keeping us informed.

Understood — we will wait patiently for the outcome of the game-check and look forward to hearing back from you once it is completed.

Wishing everyone involved in this case a pleasant holiday period, and thank you again for your cooperation.

Hello,

The provider is still looking at the gameplay, making a request once again to speed up things.

The money is secured on a player's balance.

Regards

Hello GuruCasino Team,

At this point, there is still no meaningful update in this case.

NV Casino has once again provided a generic response, without:

any findings from the alleged gameplay review,

any evidence or specific concerns,

any reference to concrete Terms & Conditions clauses,

any estimated timeline for completion.

The review has been ongoing for an excessive period of time and remains completely non-transparent. From the player’s perspective, nothing has changed.

I kindly ask GuruCasino to intervene more actively, as the operator has failed to provide any substantive information that would justify further delays. If there are no documented violations or concrete findings, the continued blocking of funds appears unjustified.

Please advise how long such a "gameplay review" can reasonably last and what minimum level of disclosure the operator is required to provide to the player.

Thank you for your assistance.

Hi SylwiaPlayer,

Thank you for your update.

I understand that the situation feels frustrating, especially with the lack of detailed feedback from the casino so far. However, based on our experience, it is not unusual for a game provider’s gameplay review to take up to 30 days. Considering the current holiday period, delays are unfortunately quite common and the response time from third parties is often slower than usual.

At this moment, the casino has confirmed that:

• the review is still ongoing,
• they are following up with the provider,
• and your funds remain secured on your balance.

For now, the best approach is to remain patient until the provider responds. Gameplay reviews are not something the casino can accelerate beyond repeated follow-ups, and it is also a process we, as mediators, cannot directly influence or shorten. We will continue monitoring the situation, but both we and the casino are temporarily dependent on the provider’s timeline.

Once the provider completes their review, we will expect the casino to either:

• proceed with the withdrawal, or
• provide a clear explanation and reference to terms if any issue is confirmed.

Until then, I kindly ask for your patience. We will remain available and will follow up again if no progress is made after a reasonable period.

Thank you for your understanding.

We hope this will be resolved soon.

Hello Petronela,

We just received the information from the provider, the accoun twill be permanently blocked according to T&Cs:

"14. If we determine that a player is using a bonus or any other promotional offer solely to achieve a positive result through known methods aimed at safe wagering of this bonus, the player will be immediately deprived of their current real and bonus balances and may also be blocked for bonus abuse. Using strategies that exploit any software bug or failure. Abuse any game rounds by their postponement, including free spins or bonus games while playing with real or bonus money"

The details and proofs will be provided shortly via e-mail.

Kind regards

The response from NV Casino is purely generic and does not address the facts of this case.

They are citing a very broad clause without providing any concrete evidence:

no specific gameplay actions,

no dates or game rounds,

no explanation of which exact strategy was allegedly abusive,

no link between my gameplay and the cited T&Cs.

Playing with the intention to win or using optimal strategy is not bonus abuse unless explicitly prohibited and clearly proven.

NV Casino also states that "proofs will be provided shortly", but no evidence has been presented so far. Until such evidence is shared, the permanent account closure and confiscation of funds remain unjustified.

I kindly ask Casino Guru to request specific and verifiable proof from the casino.

Dear SylwiaPlayer,

Thank you for your patience throughout the review of this case.

We would like to thank NV Casino for providing the player’s detailed game history, the game provider’s findings, and a clear explanation of the outcome. After carefully reviewing the evidence received, the situation is straightforward.

Unfortunately, the supporting evidence confirms a clear case of bonus abuse, identified during the game provider’s gameplay review and assessed in line with the casino’s Terms and Conditions. Based on the documentation and explanations provided, the casino’s decision to permanently block the account and confiscate the balances is justified under the applicable bonus rules.

Given the nature of the gameplay and the confirmed findings, a further detailed explanation is not necessary. Such practices require a level of experience and awareness of bonus mechanics, and it is therefore clear why this complaint cannot be upheld.

For these reasons, we are closing this complaint as rejected.

Please note that our Complaint Resolution Center is intended to assist players with genuine and honest disputes. We kindly ask that you contact us in the future only in cases where help is sought for legitimate issues, and not in situations involving the deliberate abuse of casino systems or bonus mechanics.

We appreciate your cooperation during the investigation and wish you all the best going forward.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru