NIYVI Casino - Il prelievo del giocatore è ritardato a causa di un reclamo per uso improprio del bonus.

Hello! Please help me resolve this problem! I made a deposit of 100 euros and received a 20% bonus on my deposit with a wager of 1x. According to the terms, the operator advised that bets in the live casino are counted towards the turnover of bets. I made bets in the amount of 180 euros, requested a withdrawal of funds, and was denied. Because I did not make the wager turnover. To which I replied that I made bets for 180 euros. After a long dispute, I was told contradictory information that only bets from slots are counted and the maximum bet for this bonus is 1 euro. This is not spelled out in the rules, I have not found this information. Although somehow, I made a turnover of bets of 25%, so the operator told me, although I did not play slots, but only played live roulette. Absurd, everything contradicts each other! After that I made the remaining turnover of bets in slots for 100 euros, the wagering requirements must be met, but after that the system allegedly banned me for misuse of the bonus. I am attaching screenshots. Thank you for solving this problem! With respect to you!

Здравствуйте! Помогите пожалуйста в разрешении данной проблемы! Я, внес депозит в размере 100 евро, получил бонус 20% на депозит с вейджером 1x. По условиям оператор проконсультировал, что в оборот ставок идет в зачет ставки в лайф казино. Я сделал ставки на сумму 180 евро, запросил вывод средств, мне было отказано. По причине того что я не сделал оборот вейджера. На что я ответил что сделал ставок на 180 евро. После долгого диспута, мне сказали противоречивую информацию , о том что в зачет идут только ставки со слотов и максимальная ставка для данного бонуса 1 евро. В правилах это не прописано, я так и не нашел данную информацию. Хотя каким то образом, я сделал оборот ставок на 25% , так мне сказал оператор, хотя я в слоты не играл, а играл только в лайф рулетку. Абсурд, все противоречит друг другу! После чего я сделал оставшийся оборот ставок в слотах на 100 евро, требования вейджера должны быть выполнены, но после этого якобы система меня забанила, за нецелевое использования бонуса. Скрин шоты прилагаю. Спасибо за решение данной проблемы! С уважением к Вам! 

Dear dum111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

Game Contributions

Only real money bets will accumulate loyalty points, and a specific game can earn a specific number of points, as detailed in the game contribution list below:

Slots – 100%

Sportsbook – 10%

Live Casino – 5%

Dice – 5%

Provably Fair Games – 5%

This means that not all games have 100% contribution and if you place bets on games other than slots, only a small percentage of the bet value counts towards the wagering requirements. If you only played live games, 5% of each was recorded in the wagering requirements.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in the thread.
• Did the casino specify which rule(s) was breached? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it 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,

Kristina

Hello! I did not hunt for this bonus! Casino uses hidden conditions! Please tell me how you can play live roulette with the maximum possible bet of 1 dollar? Although according to their rules, live roulette is counted towards the wagering of this bonus! On the main bonus page, this rule is not stated that the bonus is limited by the bet and the chat operator kept silent about this rule, this is all done to turn the player's deposit into candy wrappers. They deliberately mislead players! I do not need a win, they should return my deposit of 100 dollars. It is a pity that this casino is not licensed.

Здравствуйте! Я не охотился за данным бонусом! Кзино использует скрытые условия! Скажите пожалуйста, как можно играть в лайф рулетку, при максимально возможной ставке в 1 доллар? Хотя по их правилам в отыгрыш этого бонуса лайф рулетка идет в зачет! На главной странице бонуса данное правило не прописано, что бонус ограничен по ставке и оператор чата промолчал про данное правило, это все делается для дого что бы депозит - игрока превратить в фантики. Они специально вводят в заблуждение игроков! Мне не нужен выигрыш, они должны вернуть мой депозит в размере 100 долларов. Жаль что это казино не лицензированное. 

Thank you for your reply, dum111. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello! The bonus is called PLAYMORE20, first I played in the live casino, I played back my bonus, but they told me that it was not played back, then I played back the deposit in slots, after which I was banned.

I sent this answer to your email my answer on March 21 and attached screenshots. Please check. I don't need the winnings, let them return my deposit of 100 dollars.

Thank you very much for your assistance!

Здравствуйте! Бонус называется PLAYMORE20, сначала я играл в лайф казино, я отыграл свой бонус, но мне сказали что он не отыгран, затем я отыграл депозит в слотах, после чего меня забанили. 

Я отправлял этот ответ на вашу почту свой ответ 21 марта и приложил скрины. Проверьте пожалуйста. Мне не нужен выигрыш пусть вернут мне мой депозит в размере 100 долларов.

Спасибо большое за ваше содействие!

Thank you very much, dum111, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much!

Спасибо Вам большое!

Hello dum111,

I'm Michal, and I have taken over your complaint. I have reviewed this case and it looks like you have just not fulfilled the bonus wagering conditions, but I will contact the casino to shed more light on this matter.

We would like to invite Niyvi Casino to join the conversation.

Dear Niyvi Casino,

Can you please provide us with clarification on the course of events? The player claimed the bonus PLAYMORE20 and initially placed bets in live roulette. I understand that Live games have much lower wagering contributions to the bonus wagering, but the player mentioned they have later played slots as well. Why was their account later banned? Have they fulfilled the bonus wagering at all?

I'm looking forward to your clarification. If some information or evidence cannot be shared publicly, please forward it to me at [email protected]ru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone.

The above-mentioned user has limited access to our system because he tried to use the bonus dishonestly, namely, he activated the 20% deposit booster, did not fulfill the wager, tried to withdraw the money 3 times, he violated all the terms of the bonus, so after that the system automatically blocked him, which he was notified of in the form of an email, we took appropriate measures in accordance with our rules:

https://niyvi.com/bonus-terms

https://niyvi.com/terms-of-use

Hello! I made a deposit and received a bonus booster. The rules of this casino state that the maximum bet for bonuses is $10. The operator later told me that the maximum bet is $1. Although the rules do not state that the maximum bet for this bonus is $1. The rules state that if you exceed the bet, the winnings will be canceled. For example, if you exceed the bet or request a withdrawal without wagering, the player must lose the winnings, and the deposit cannot be confiscated. I ask that only my deposit be returned to me. If the player exceeds the bet or withdraws funds without wagering, the winnings are canceled, but the deposit cannot be confiscated. The casino brazenly stole my deposit. They do not have a license, so there is no way to deal with them! This casino should be on the blacklist!

Hello! I made a deposit and received a bonus booster. The rules of this casino state that the maximum bet for bonuses is $10. The operator later told me that the maximum bet is $1. Although the rules do not state that the maximum bet for this bonus is $1. The rules state that if you exceed the bet, the winnings will be canceled. For example, if you exceed the bet or request a withdrawal without wagering, the player must lose the winnings, and the deposit cannot be confiscated. I ask that only my deposit be returned to me. If the player exceeds the bet or withdraws funds without wagering, the winnings are canceled, but the deposit cannot be confiscated. The casino brazenly stole my deposit. They do not have a license, so there is no way to deal with them! This casino should be on the blacklist!

Здравствуйте! Я внес депозит подучил бонус бустер, в правилах этого казино прописано что максимальная ставка для бонусов 10 долларов, оператор мне позже сказал что максимальная ставка 1 доллар. Хотя в правилах не прописано что максимальная ставка для этого бонуса 1 доллар. В правилах прописано , если превысить ставку то выигрыш будет аннулирован, допустим , если превысить ставку или запросить вывод средств без отыгранного вейджера, игрок должен лишится выигрыша, а депозит не имеют право конфисковать. Я прошу что бы мне вернули только мой депозит. Если, игрок превышает ставку или же выводит средства их не отыграв, выигрыш аннулируется, но депозит не имеют право конфисковать. Казино наглым образом украло мой депозит. Они не имеют лицензии, поэтому на них нет управы! Это казино должно находится в черном списке! 

Hello! I made a deposit and received a bonus booster. The rules of this casino state that the maximum bet for bonuses is $10. The operator later told me that the maximum bet is $1. Although the rules do not state that the maximum bet for this bonus is $1. The rules state that if you exceed the bet, the winnings will be canceled. For example, if you exceed the bet or request a withdrawal without wagering, the player must lose the winnings, and the deposit cannot be confiscated. I ask that only my deposit be returned to me. If the player exceeds the bet or withdraws funds without wagering, the winnings are canceled, but the deposit cannot be confiscated. The casino brazenly stole my deposit. They do not have a license, so there is no way to deal with them! This casino should be on the blacklist!

Of course, a refund is possible, you will receive a notification by email, but the reason for the restriction is what we wrote above.

Dear Niyvi Casino,

I would appreciate your elaboration on how the player breached your bonus rules. I fully understand that if the wagering requirements for a bonus are not met, any winnings accrued during the bonus period are rendered void. This also applies if the player requests a withdrawal before completing the bonus wagering conditions, as stated in article 18 of your bonus terms and conditions. This rule is OK, but are you saying that if the player requests a withdrawal before completing the bonus wagering conditions, it is considered by you a violation of your rules?

From the communication the player provided, it looks like he was accused of breaching the maximum bet rule.

I'm looking forward to your explanation.

We say that he violated the terms and conditions of the bonus, did not familiarize himself with the casino's terms and conditions before starting the game, and despite the warning, continued to play in violation. When he received the restriction, the support informed you about the violation and also received a notification in the form of an email, against the background of all this, he wanted to receive not the deposit amount, but the full amount won, within the bonus, not a single bonus condition had been fulfilled, so he was restricted from playing in the system.

In short, he is exposed in bonus hunting!

Also we have the facts to prove this in the form of logs.

Dear Niyvi Casino,

Thank you for your response. Please forward any evidence of the rule breaches, as you mentioned to me at [email protected], or via Skype.

Thank you in advance.

Of course, I will send you all the details by email.

Hello! Let them show the history of my game in life roulette, I won from them somewhere around 112 dollars by betting 9 dollars on street. And also provide the rules of bonuses where it is written that the maximum bet for the booster bonus is 1 dollar. But that the games with a bonus the maximum bet is 10 dollars, I found such a clause. (screenshot attached)

Then I played back my deposit with this bonus in the game Gold Train (screenshot attached). They have no reason to confiscate my deposit, this casino is illegal, they should be on the blacklist.

Hello! Let them show the history of my game in live roulette, I won from them somewhere around 112 dollars by betting 9 dollars on street. And also provide the bonus rules where it is written that the maximum bet for the booster bonus is 1 dollar. But that the games with a bonus the maximum bet is 10 dollars, I found such a clause. (screenshot attached)

Then I played back my deposit with this bonus in the game Gold Train (screenshot attached). They have no reason to confiscate my deposit, this casino is illegal, they should be on the blacklist.

Здравствуйте! Пусть они покажут историю моей игры в лайф рулетку, я выиграл у них где то около 112 долларов поставив на street 9 долларов. А также предоставят правила бонусов где прописано, что максимальная ставка для бонуса бустер составляет 1 доллар. А вот что что игры с бонусом максимальная ставка 10 долларов, такой пункт я нашел. ( скрин прилагаю) 

Далее я отыгрывал свой депозит с этим бонусом в игру Gold Train (скрин шот прилагаю).У них нет не одного основания что бы конфисковать мой депозит, это казино вне закона, они должны быть в черном листе. 

Hello! Let them show the history of my game in live roulette, I won from them somewhere around 112 dollars by betting 9 dollars on street. And also provide the bonus rules where it is written that the maximum bet for the booster bonus is 1 dollar. But that the games with a bonus the maximum bet is 10 dollars, I found such a clause. (screenshot attached)

Then I played back my deposit with this bonus in the game Gold Train (screenshot attached). They have no reason to confiscate my deposit, this casino is illegal, they should be on the blacklist.

Dear dum111,

I have thoroughly reviewed your game log I have received from the casino, and your gameplay is not in line with your description above. I couldn't find a win of $112 at all, but at the same time, none of your bets seem to be over the max bet limit. Nevertheless, it does suggest that you have indeed not fulfilled the bonus wagering and requested a withdrawal. I have requested more clarification from the casino team about some circumstances, so I will need to wait for their response.

Dear Niyvi Casino,

Thank you for your email with the evidence. I have responded back with some additional queries and am awaiting your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Niyvi Casino,

Thank you for your email with all the information and evidence. I have shared my thoughts on how to "resolve" this case.

Dear dum111,

Can you please confirm the amount you have deposited into Niyvi Casino?

Dear dum111,

Thank you for your response.

Dear Niyvi Casino,

Can you please let us know when you are planning to refund the player's deposit?

Hello everyone,

Even though the customer violated all of our rules, since the company did not suffer any financial loss as a result of his actions, we have decided to refund the full amount (1.21799135 LTC) deposited!

Michal, thank you for your cooperation!

We will provide you with details via email.

Hello! I would like to thank Casino Guru and you, Mikhail, personally for the investigation and solution to my problem. I have addressed this complaint to other resources, such as 4latest casino, Ask Gambling, but these resources are apparently useless for solving such problems. The only platform that can solve these problems is Casino Guru. Thank you very much for existing!

Hello! I would like to thank Casino Guru and you, Mikhail, personally for the investigation and solution to my problem. I have addressed this complaint to other resources, such as 4latest casino, Ask Gambling, but these resources are apparently useless for solving such problems. The only platform that can solve these problems is Casino Guru. Thank you very much for existing!

Здравствуйте! Выражаю благодарность Casino Guru и Вам, Михаил, лично за проведенное расследование и решение моей проблемы. Я обращался с данной жалобой на другие ресурсы, такие как 4latest casino, Ask Gambling, но эти ресурсы, видимо, бесполезны для решения подобных проблем. Единственная платформа, которая может решать данные проблемы, — это Casino Guru. Спасибо Вам огромное за то, что вы существуете!

Hello! I would like to thank Casino Guru and you, Mikhail, personally for the investigation and solution to my problem. I have addressed this complaint to other resources, such as 4latest casino, Ask Gambling, but these resources are apparently useless for solving such problems. The only platform that can solve these problems is Casino Guru. Thank you very much for existing!

Dear Niyvi Casino,

Thank you for processing the refund of the player's deposit.

Dear dum111,

Thank you for your confirmation. I'm glad to learn that you successfully received the deposit refund and that we have achieved a mutually satisfactory resolution. We consider this complaint to be successfully resolved, and we will now mark it as "resolved" in our system. I would like to express gratitude to both parties for their cooperation.

Please feel free to reach out to us if you encounter any issues with this or any other casino in the future. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru