NV Casino - プレイヤーは設定された限度額を超えた損失の払い戻しを求めます。

On 03.03.2025, I set a monthly loss limit of 500 lei in my player account. However, the operator allowed me to continue playing above this limit, ending up losing 11,000 lei, which is a serious violation of player protection.

I contacted the operator to resolve the situation and refund the amount lost above the limit, but they refused to take responsibility and did not provide me with a concrete answer. Moreover, I requested a contact number so that my lawyer could talk to them directly, but this request was denied.

I have screenshots from the discussion with their livechat where they also confirm that we would activate a deposit limit of 500 lei/month

Dear razvancrisan,

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.

• Could you please share the communication between you and the casino regarding the monthly loss limit and the casino justifying its decision not to refund you?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I sent everything by email. Screenshots, proof of the limit and my discussions with employees on chat

Following the other similar cases here, the chat operators confirmed to me that winning bets are not taken into account, but strictly losses.

Update: Today, my account has been suspended without any explanation

Thanks for your reply and provided information.

Did the casino justify its decision to close your account? Did the casino withhold any funds?

Please let me know.

Yes. It's solved. Today the casino refunded all my money. They turned out to be a serious casino!

Dear razvancrisan,

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,

Tomas

Casino.Guru