NIYVI Casino - L'account del giocatore è stato chiuso.

Hello

made deposits and withdrawals in this casino

On August 8, I made a request to withdraw $400 and my account was blocked.

My last 6+ deposits were without using any bonuses.

No one responded to my email.

I'll even say more, it turns out that they, except for messages with promotions, never responded to my email.

The chat also ignores my question

Здравствуйте

делала депозиты и выводы в этом казино

8 августа сделала запрос на вывод 400$ и мой аккаунт заблокировали.

Мои последние 6+ депозитов были без использования каких либо бонусов.

На имейл мне никто ничего не ответил

Даже больше скажу, оказывается они кроме сообщений с промо ни разу мне не ответили на имейл

Чат тоже игнорирует мой вопрос

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• How long have you been a player at this casino, please?   

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,  

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

• played exclusively slots
• I only confirmed my email and phone number, the rest didn't seem to be required. They seem to play without verification
• somewhere from 12/23/2024

• играла исключительно в слоты
• только имейл и телефон подтверждала, остальное вроде бы не требовали. у них вроде как без верификации играют
• где-то с 23.12.2024

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent everything you asked for.

Я отправила всё что вы просили

Dear pznd,

thank you for your reply.

However I was unable to locate your email. Could you please send it once again to my email [email protected]? Kindly includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Thank you very much, pznd, for your cooperation and email. I will now transfer your complaint to my colleague Martina ([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.

Dear pznd,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite NIYVI Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked and his withdrawal request is still pending?

Thank you in advance for providing the information.

for some reason the timer in the complaint says "waiting for player response", although you seem to be trying to contact the casino...

на таймере в жалобе почему-то написано "ожидание ответа игрока", хотя вы вроде бы пытаетесь связаться с казино...

Thank you so much!

Hello, on behalf of the company, we would like to once again note that we have terminated all cooperation with you!

Since we are being targeted by disinformation on this platform, we are obliged to share with you the evidence in the form of a screenshot.

The screenshot shows that the user himself requested the account to be blocked, as a result of which the request was processed and satisfied!

Well, this is clearly some kind of mistake, because I've never contacted Niyvi Casino to have my account blocked. And the screenshot shows that it's from someone named "Gall44," and my username is completely different (you can see that in the screenshots).

Ну это явно какая-то ошибка, потому что я никогда не обращалась к казино Niyvi, чтобы мой аккаунт заблокировали. Да и на скриншоте видно, что это обращение от какого-то "Gall44", а мой username совсем другой (это видно на скриншотах).

Dear NIYVI Casino,

Could you please verify the player’s email address/username once again and kindly provide us with a clear explanation regarding the reason this particular account has been blocked?

Thank you in advance for your assistance.

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, sorry for the mistake,

As I can see, this player violated the casino rules, he used the bonus in violation of the rules, namely, he accumulated points in a specific game and used them on his real balance after the bonus ended. After discovering this, the fraud department permanently blocked him from the system.

The bonus was used a long time ago and the game was played only on the games allowed in the "Bonus wager" section, therefore "certain" games are not available for play with the bonus.

Then there were many deposits without a bonus and I played my favorite games as usual.

Бонус был использован давно и игра велась только в разрешенные игры в разделе "Bonus wager", поэтому "определенные" игры недоступны для игры с бонусом.

Дальше было много депозитов без бонуса и велась игра в мои любимые игры, как и обычно

Dear NIYVI Casino,

Could you please kindly provide me with the player’s game log (gameplay details) so that I can review the play and potential bonus-related issues?

You may send the information to [email protected] at your earliest convenience.

Thank you very much for your cooperation and assistance.

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 pznd,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.