NV Casino - La cuenta del jugador ha sido bloqueada y el retiro cancelado.

Hello yesterday I just hot verified in NVCasino

and I started playing after I won and had a serveral problems with them because of delaying the proces I made a withdraw request of 1 k from yesterday they told me 3 times evrytging is okay but 5 min ago an email came thst the withdraw is canceled and when I try to open my account is bllocked !

I hope you will solve my problem and not let anyone do to us Like this because lots of casino doing this there is no fun on playing anymore

best regards P.P

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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.

• Could you please advise how long you were a player at the casino?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you contacted casino support and asked for the reason why your account was blocked? What response have you received? Share any relevant communication between you and the casino regarding the issue 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

I played all togeather 2 days in the casino yesterday just got verified i have the screenshots. Mostly played and win in rulette live table but I also played slots and all the game was with real money not with bonuss !

an email came to me that my withdraw was canceled after that I tried to log in and it was writing that your account is blocked that when I understod !

I have sended 3 Email until now to the casino suport but there is no respond I told them to send me my money back ! 😳🥺

Dear palokapetrit96

Thank you for the complaint

Can you please provide a proof of gameplay from Albania?

Thank you for cooperation!

Regards

Im sorry Im playing from slovenia im rezident in slovenia and you also have verified me !! I don’t understand what you mean with that question !

Dear Casino Guru Team and NV Casino Support,

Thank you both for your attention to my case. I would like to provide a clear explanation regarding the situation.

I have already shared my flight ticket, which shows that I was on holiday from August 25 until September 8. During these two weeks, I stayed in Kosovo but also made a short trip to Albania, including a visit to the Church of Laç for cultural and family reasons.

It is important to note that Kosovo and Albania maintain very close relations, with open borders and free movement of people. In practice, traveling between the two is as seamless as moving within one country. Because of this, it is understandable that my access may reflect either location. However, I want to emphasize once again that I have never used VPNs, proxies, or any geolocation masking technologies while playing on NV Casino.

I have acted in good faith and provided valid documentation of my travel. My account activity was legitimate, and my winnings are fair and are recently this days in Slovenia . Therefore, I kindly request NV Casino to reinstate my account and release my withdrawal of €1,000 without further delay.

I hope this explanation, together with the supporting travel ticket, will resolve any misunderstanding and lead to a quick and fair solution.

Thank you very much for your time and support.

Sincerely,Petrit ****

Dear Casino Guru Team,

I would like to update you on my case with NV Casino. After I provided my travel ticket and explanation, the casino has confirmed by email that they have received the documents and forwarded them to the appropriate department for verification (see attached screenshot).

They asked me to contact them later to clarify the decision regarding the unblocking of my account. I am waiting for their final response and hope the matter will be resolved soon.

Thank you for continuing to follow up on this case.

Sincerely P.P

there is not a reason to cleare my balance I want my money and responsible for this !!

best regards P.P

And also I would like to mention that I had played before also In other casinos when I was on vacation in Kosovo and Albania and this never happend to me before I am fully verified what is wrong ?!!!

Dear NV Casino Support Team,

Thank you for your reply. However, I must respectfully point out that I have already provided a valid travel ticket as proof of my stay in Kosovo from August 25th until September 8th. As you are certainly aware, crossing from Kosovo to Albania is like traveling within the European Union—there are no official documents or receipts issued for such movement and its not my foult . Therefore, it is not possible for me to invent or provide documents that simply do not exist.

It is unfair to withhold my funds on the basis of documents that cannot be reasonably provided cause Im fully verified .This situation is beyond my control, and I believe my rights as a verified customer are being compromised. I kindly request that you proceed with unlocking my account and approving my withdrawal without further unnecessary delays.

I expect a fair and prompt resolution to this matter. Thank you for your understanding and cooperation.

Sincerely, Petrit *****

hello again

so only the deposit that I made from my skrill is nearly 400€ or more and they want to take my 1k wining and also the deposit and leave me only 200€. I think this is not right and they should also does this investigation before making me Verified!! ( not let me deposit and win and then take my winnings.

I want my rights !

As an example, just like when someone travels from Slovenia to Austria, there are no special border documents issued—it’s free movement. The same applies when moving between Kosovo and Albania.

It is therefore impossible for me to provide a document proving that I was in Albania on 01.09, because such documents simply do not exist. The only valid proof I can provide is my vacation ticket, which clearly shows that I was in Kosovo from 25 August until 8 September. I have already submitted this ticket to the casino as evidence, and I am ready to post it here as well if needed.

The casino’s request for a non-existent document is unreasonable and not in line with fair verification practices. By continuing to insist on this, NV Casino is effectively withholding my funds without valid legal grounds, which can be considered a violation of player protection policies and licensing obligations.

Furthermore, their proposal to unlock my account but keep almost all of my balance while leaving only 200 EUR as a so-called "loyalty gesture" is not only manipulative but also potentially falls under unfair commercial practice.

I kindly ask Casino Guru for support in ensuring that NV Casino complies with fair gaming standards, reopens my account, and pays out my full balance without further delay.

Dear palokapetrit96

pardon for inconviniences caused, but we are a bit confused.

First, you were stating that you've never been to Kosovo/Albania, and the gameplay was solely from Slovenia.

Now, you've written that you went to church there and played casino.

Can you please elaborate which of the variants is correct?

Maybe (just maybe) there is a screenshot from Google Maps (timeline) re the trip?

Thank you for cooperation!

my last wining are from play of slovenia when I played a little bit in albania whitch i went from kosovo as I have shown you the proofs I was not verified ! After I came to slovenia I thought I can give a chance to your casino but I was wroong cause you are trying to take my money ! but maybe you dont speak or understand English good thats why you don’t understand ! …Also lets see what casino has to say about my case !

Dear player,

Do I understand correctly that you deposited and played while on the road on a trip during your vacation?

Do you remember a rough timeline of events related to your gameplay in the casino?

Dear casino representative,

Is the explanation the player provided satisfactory? Are there any obstacles to accepting the player's explanation of events? Please let us know here in the thread or send an explanation to my email at tomas@casino.guru

thankyou all for suport !

Best regards !

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

Dear palokapetrit96,

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,

Tomas