​NV Casino representative - Systemic fraud, Miscoding and Denial of Self-Exclusion

[dzurx]

I am looking for an NV Casino representative regarding an urgent matter and my ongoing formal complaint for the amount of 18,550.10 PLN.
1. Transaction Laundering (Miscoding):
My deposits were processed under fraudulent merchant categories such as "Lebensmittel und Drogerie" (Groceries) and "Biz Craftworks by AI". This is financial fraud used to bypass banking regulations. I have already notified the EPPO and ECB regarding these practices.
2. Intentional Manipulation of Account Closure:
I requested an immediate block due to gambling issues on May 10th and 11th. While my access was manually cut on May 11th, the casino intentionally delayed sending the official confirmation email until May 16th. I believe this 5-day delay was used to "clean up" internal evidence and logs of the support team's initial refusal to act.
3. Breach of Terms:
Agent Marek explicitly refused my self-exclusion request on live chat, which is a direct violation of Section 13.1 of your own Terms and Conditions.
I demand a full refund of all deposits.
Account ID: 66789887
Registered Email: [email protected]

[cocopop3011]

43 minutes ago, dzurx said:

I am looking for an NV Casino representative regarding an urgent matter and my ongoing formal complaint for the amount of 18,550.10 PLN.
1. Transaction Laundering (Miscoding):
My deposits were processed under fraudulent merchant categories such as "Lebensmittel und Drogerie" (Groceries) and "Biz Craftworks by AI". This is financial fraud used to bypass banking regulations. I have already notified the EPPO and ECB regarding these practices.
2. Intentional Manipulation of Account Closure:
I requested an immediate block due to gambling issues on May 10th and 11th. While my access was manually cut on May 11th, the casino intentionally delayed sending the official confirmation email until May 16th. I believe this 5-day delay was used to "clean up" internal evidence and logs of the support team's initial refusal to act.
3. Breach of Terms:
Agent Marek explicitly refused my self-exclusion request on live chat, which is a direct violation of Section 13.1 of your own Terms and Conditions.
I demand a full refund of all deposits.
Account ID: 66789887
Registered Email: [email protected]

Hi and welcome! Have you took this issue up with the casino and if so what was the outcome please? 

[ericmattes]

If the timeline and chat logs are accurate, then the self-exclusion issue is probably the strongest part of the complaint because licensed operators are generally expected to act immediately once a player clearly requests gambling restriction or account closure for addiction-related reasons. The merchant miscoding allegations are also serious if payment descriptors were intentionally disguised to bypass banking controls, although proving intent can be difficult without transaction evidence and regulator review. At this stage, keeping all screenshots, emails, timestamps, and payment records organized is extremely important, especially if the case escalates to ADR services, regulators, or banking disputes.