NV Casino - プレイヤーの賞金は保留されます。

Hello, two days ago, despite winning a live blackjack bet (Pragmatic), my balance was 0 instead of 180 PLN despite the win. Immediately after this situation, I contacted support via live chat, both with NV Casino support and Pragmatic support. NV support has been sending me the same algorithmic messages for two days. Pragmatic support tried to help and reported the matter to NV Casino - the issue is about receiving the due funds. I've also attached screenshots below showing all the details.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Is there a record of what your hand was during the affected round, ot that your particular bet should have resulted in a win?
• Would you be able to share evidence on how the bet affected your balance based on the records from the casino's game history?
• Post evidence here or send it to my email at tomas@casino.guru

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

Greetings,

Sorry to hear about your problem.

As we can see, you reported this to support, and they raised a ticket for PragmaticPlay to check the round.

This may take some time. As soon as the casino receives an update - we will update you accordingly.

Thank you for your patience.

Regards

Dear sven11

Please kindly check your gaming account and confirm if the issue was resolved.

Regards

Dear sven11,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru