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I made a deposit several times and the total amount was 290 leva... I wanted to withdraw 250 and my transaction was canceled... then I was told that I didn't have enough balance and you see that's why they rejected it... and when you don't have a balance, how are you going to make a withdrawal at all according to this logic....

Правих на няколко пъти депозит като общата сума беше 290 лева … исках да изтегля 250 и транзакцията ми беше отменена … след което ми се каза че съм бил нямал достатъчно баланс и видиш ли за това са я отказали… а то като нямаш баланс как ще направиш изобщо теглене по тази логика ….

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Dear Ves94,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Can you see any active balance on your Casino account now? If there is any active balance on your account, please send me a screenshot.
• Have you activated the bonus on top of your deposit?
• Did you contact the casino support team regarding this issue? If so, what was their response?

Best Regards

Petra

Greetings, all

The player made a withdrawal request at 12.11.2025 07:50:41 (UTC), after that made a deposit at 12.11.2025 08:06:55 (UTC), the amount of real money balance turned 270.18 BGN, the player continued making hundreds of bets, starting with the game Seven Seven, 3 Pharaohs and so on, already by

12.11.2025 08:41:48 (UTC) the balance got below 250 BGN (which is below the withdrawal request), and the withdrawal got cancelled. Afterwards, the player continued their gaming activity.

All information is available within the player's profile.

Hope this clarifies

Regards

Hello,

Thank you for your response. You requested a cancellation of the withdrawal request on the grounds that the balance has fallen below the requested amount. Please provide me with the following:

A specific quote from the exact section of your Terms & Conditions that you are referring to that clearly allows for cancellation of a request if the balance drops after almost an hour has passed since the request was placed and the balance was more than the amount requested for withdrawal…

Full technical logs/timestamp records of my withdrawal request (Request ID), including when it was submitted, when/who executed/cancelled the request, and the reason given by the system.

Whether the action was automatic by the system or performed manually by an employee; in the case of a manual action — the name/ID of the employee or department.

In this case, I did not cancel the withdrawal request, nor was I informed that the amount would not be blocked during processing. This is a technical measure that should be provided by the casino.

The site's rules do not mention that the player is not allowed to play after a withdrawal request, nor that the balance is not blocked.

Therefore, the cancellation of the withdrawal due to the lack of a technical blocking of the funds is not the fault of the player, but represents a breach of obligation on the part of the casino.

Здравейте,

Благодаря за отговора. Поискахте отмяна на заявката за теглене с аргумент, че балансът е паднал под сумата на заявката. Моля да ми предоставите следното:

Конкретен цитат от точния раздел на вашите Общи условия (Terms & Conditions), на който се позовавате и който ясно разрешава анулиране на заявка при спад на баланса след като изминал почти час от както е пусната заявката и баланса е бил повече от сумата която е изискана за теглене …

Пълни технически логове/таймстамп записи за заявката ми за теглене (ID на заявката), включително кога е била подадена, кога/кой е изпълнил/анулирал заявката и причината, посочена от системата.

Дали действието е автоматично от системата или е извършено ръчно от служител; при ръчно действие — името/ID на служителя или отдел.

В случая не съм отменял заявката за теглене, нито съм бил уведомен, че сумата няма да бъде блокирана по време на обработка. Това е техническа мярка, която следва да бъде осигурена от казиното.

В правилата на сайта не е упоменато, че играчът няма право да играе след заявка за теглене, нито че балансът не се блокира.

Следователно отмяната на тегленето поради липса на техническа блокировка на средствата не е по вина на играча, а представлява неизпълнение на задължение от страна на казиното.

?????

Hello,

I’d like to thank both parties for the pleasant communication.

I’m very sorry, but you haven’t answered my previous question.

To clarify the matter:

• Do you currently have any remaining balance on your account, please?

All the details I’ve requested are essential if we are to proceed with your case and assist you further.

Thank you in advance for your reply.

• Successful withdrawals made before: No, this would be my first withdrawal.

• Active Balance: I currently have no available balance. After my request was declined, I decided to play the remaining funds as I figured it wouldn't be paid out anyway.

• Bonus: I have not activated a deposit bonus.

• Contact support: Yes, I contacted them. They replied that the request was denied because the balance subsequently fell below the amount, even though the funds were available at the time of the request.

I would like to highlight the key issue:

The casino did not block the amount at the time I made the withdrawal request. This allowed them to automatically cancel it later with the reason "insufficient funds", even though it was their system that did not hold the funds, as is usually done in such a procedure.

• Правени успешни тегления преди: Не, това щеше да бъде първото ми теглене.

• Активен баланс: В момента нямам наличен баланс. След като заявката ми беше отказана, реших да играя остатъка от средствата, тъй като сметнах, че така или иначе няма да бъде изплатено.

• Бонус: Не съм активирал/а бонус към депозита.

• Контакт с поддръжката: Да, свързах се. Те ми отговориха, че заявката е отказана, защото в последствие балансът е паднал под сумата, въпреки че към момента на заявката средствата бяха налични.

Бих искал/а да подчертая ключовия проблем:

Казиното не е блокирало сумата в момента, в който направих заявката за теглене. Това им позволи автоматично да я анулират по-късно с мотив „недостатъчна наличност", въпреки че именно системата им не е задържала средствата, както обикновено се прави при такава процедура.

Dear Ves94

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the NV Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear NV Casino,

Could you please provide detailed information about this case now?

Thank you in advance for your response.

Best regards,

Romi

Hello, Romi

Please kindly allow me to get repeated and paste the info below:

The player made a withdrawal request at 12.11.2025 07:50:41 (UTC), after that he made a deposit at 12.11.2025 08:06:55 (UTC), the amount of real money balance turned 270.18 BGN, the player continued making hundreds of bets, starting with the game Seven Seven, 3 Pharaohs and so on, already by

12.11.2025 08:41:48 (UTC) the balance got below 250 BGN (which is below the withdrawal request), and the withdrawal got cancelled. Afterwards, the player continued their gaming activity.

Hope this clarifies.

Regards

Thank you, NV Casino, for the clarification.

Dear user,

Could you please confirm what the casino representative says and inform us if you have enough money in your account so the withdrawal can be made?

Otherwise, unfortunately, we won't be able to help.

Thank you.

Respectfully,

Romi

Dear Ves94,

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,
Romi
Casino.Guru