NV Casino - La cuenta del jugador está bloqueada.

I'm trying to log into my account but I'm blocked,I won last night, I'm trying to play again but I can't log in

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you passed the full KYC verification or at least submitted any identity documents to the casino?

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

Did you receive any emails from the casino after your account was blocked? Did you contact customer support to ask about the reason why your account has been blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Kleinste

Can you please specify the URL of the website you are playing at?

Regards

Dear Kleinste,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

The player sent us the following email:

How can I have proof if you blocked my account

Can you please respond to the question of the casino representative and specify the URL of the casino you've been blocked from?

Can you help me to log into my account, can you unblock me please

Can you open my account please, unblock me please

Dear Kleinste

Please kindly provide your account ID or e-mail/phone you are registered at the casino.

Regards

Dear Kleinste

Can you also specify the URL of the website you played at?

Regards

Dear player,

Can you please specify the URL of the casino you've been blocked from?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kleinste,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika