Niyvi Casino - Spelarens kontoåtkomst har begränsats.

I used the 20% deposit bonus offered on this site and deposited $500 worth of cryptocurrency.

According to the terms, the maximum amount that can be withdrawn in a day is $200, so I planned to withdraw $160 each time. However, after 24 hours had passed based on Japan time, when I attempted to make my withdrawal on the second day, I received a system message stating "Withdrawal is restricted."

I inquired about this twice via email but received no response. When I reached out through live chat, I was told that the emails were deleted and was asked to resend them.

Upon my third inquiry about the withdrawal amount, I found that I was unable to log in until next year.

Now, I cannot play, with more than half of my money left in the casino site.

I never received a reply nor was given any reason for this situation. I have never experienced anything like this before.

I want to be able to deposit and withdraw. Could you please assist me with this?

このサイトで紹介されていた20%のデポジットボーナスを利用、500ドル分の仮想通貨を入金しました。

1日の出金できる額が規約では200ドルまでのため、160ドルずつ出金しようと思い日本時間で24時間経過した時に2日目に出金申請をしたところ「出金制限します」とシステムメッセージが出ました。

それについて2回メールで問い合わせても返信がなく、ライブチャットに問い合わせると送られたメールは削除されているからもう一度送ってくださいと言われました。

3度目に出金額について改めて聞いたところ来年までログインできなくなってしまいました。

半分以上のお金をカジノサイトに残ったまま遊べなくなってしまいました。

最後まで返信もなく、理由も教えてもらえませんでした。このような経験は初めてです。

入出金できるようにしてほしいです。どうか力を貸していただけますでしょうか。

Hello ammy510,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Niyvi Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Can it be possible that you have been self-excluded in a sister casino and that is why your account is now blocked?
• When was the last time you spoke to the casino and did they explain the account block in any way?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

· Can you please tell me if your account has already been verified and if so, since when exactly?

The last time I was able to log in was at 3:39pm Japan time on Saturday, December 14th.

Could my account be blocked because I was self-excluded from a sister casino?

There is no self-exclusion.

When was the last time you spoke to the casino? Did they give you any explanation for blocking your account?

I emailed live support twice at 15:39 on Saturday, December 14th, Japan time, when I last logged in, but I sent a message saying that I had not received a reply. I also asked for an explanation via live chat, but they told me to contact them again by email, so I was unable to get an answer.

The inquiry email I sent was

First letter: December 9th

2nd email: December 13th

3rd email: December 13th

I contacted live chat on the 13th and was told to send another email, and after I sent it I was restricted from logging in.

I haven't received a single reply.

I apologize for bothering you during your busy schedule, and I would appreciate your help.

･あなたのアカウントがすでに確認されているかどうか、また確認されている場合は正確にいつから確認されているかを教えていただけますか?

最後にログインできたのは、日本時間12月14日土曜日の15時39分です。

･姉妹カジノで自己排除されたためにアカウントがブロックされている可能性はありますか?

自己排除は行っていません。

･最後にカジノと話をしたのはいつですか? カジノ側はアカウントブロックについて何らかの説明をしましたか?

最後にログインした日本時間12月14日土曜日の15時39分にライブサポートに2回メールしたのですが返信がないことを送り、ライブチャットでの説明もお願いしましたがメールでもう一度問い合わせてください。とのことで教えてもらうことは出来ませんでした。

送った問い合わせメールは

1通目12月9日

2通目12月13日

3通目12月13日

13日にライブチャットに問い合わせ、もう一度メールを送ってと言われ、送ったあとにログイン規制がかかりました。

お返事は1度も貰えていません。

お忙しいところお手数おかけします、よろしくお願いいたします。

Hello ammy510,

Thank you for all the information provided. As you haven't receive any response from the casino yet, we will try to get in touch with them. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you for taking the time to meet with me.

got it!

We appreciate your continued support.

お忙しいところありがとうございます。

わかりました！

引き続きよろしくお願いいたします。

Hello ammy510,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I understand! Thank you for contacting me despite your busy schedule.

We look forward to hearing from you.

わかりました！お忙しいところ連絡をとりあっていただきありがとうございます。

連絡をお待ちしています。

Hello ammy510,

I'm Michal, and I have taken over your complaint. I’ve looked into your case and gathered some details from the casino team. It appears that your gameplay may have exploited a software bug in regard to the bonuses. The casino team mentioned that they had issued a few warnings to you regarding this matter, but since your gameplay continued, they felt it necessary to take action. Could you please confirm this information?

Thank you for contacting us. There is no software bug. I played the 1429 slot for about $1050 and achieved the conditions.

When I made my second withdrawal, I waited 24 hours Japan time before submitting my request for the daily withdrawal amount, but I had received a system message stating that 24 hours had not yet passed, so I inquired three times about how much I could withdraw.

I was ignored and then locked out after the third time I contacted them.

During that time, I didn't request any withdrawals and just played on the slots.

We were never warned about bugs or the software we were using.

Please provide evidence of its use.

And why did you continue to ignore my inquiries about the withdrawal amount?

I have a submission history so I can provide it if necessary.

ご連絡ありがとうございます、ソフトウェアバグは行ってません。1429というスロットを1050ドル分ほど回しかけ条件を達成しました。

出金2回目の際に1日の出金額について、日本時間で24時間経ってから申請しましたが24時間経っていないということをシステムメッセージで1度届いていたため、私が出金できる金額はどのぐらいなのか3回問い合わせました。

すると無視され続け、3回目の問い合わせでロックされました。

その間出金申請もせず、スロットで遊んでいただけです。

バグやなソフトウェアを使用していた件についての警告は1度もされていません。

使っていたとされる証拠をください。

そして出金額についての問い合わせを無視し続けたのはなぜですか？

送信履歴がありますので、必要なら提出します。

Hello ammy510,

I have received contradicting information from the casino team. Although you did send a few emails to the casino team, you have only asked about when your withdrawals will be processed, and you have somehow ignored the information that the casino team identified as a violation of the rules you have engaged in. The casino team should send you an email with a bit further explanation about the violation of rules; have you received it?

thank you.

To date, I have not received any detailed email or response from the casino team.

I just checked my mailbox and there is nothing there.

The dates and times I sent emails to inquire about my working hours are as follows:

December 9, 2024 13:36

December 13, 2024 11:55

December 14, 2024 15:32

All of my inquiries were ignored, and after my inquiry on the 14th, I was restricted from logging in.

If you need the contents of the email I sent, please let me know.

ありがとうございます。

今までカジノチームから詳しいメールや返答は1度も来ていません。

今メールボックスも検索しましたが、メールはなにも届いていません。

私が出勤額についてメールで問い合せた日時は以下の3通です。

2024年12月9日 13:36

2024年12月13日 11:55

2024年12月14日 15:32

全て無視され、14日の問い合わせ後にログイン制限されました。

私の送信メールの内容が必要でしたらまた教えてください。

Dear ammy510,  

You should have received an email containing more information regarding the violations of the casino rules that led to the actions taken by the casino team. Did it arrive in your inbox?

It hasn't arrived yet.

I just searched and couldn't find it.

届いておりません。

今検索してもありませんでした。

Dear ammy510,

I have been informed by the casino team and was shown evidence that an email from the info@niyvi.com was sent to your email ammy510@gmail.com on the 13th of January.

Can you please double-check your inbox including the Spam/Junk folder?

I checked my spam folder and all my emails one by one but it wasn't there.

If any other evidence is needed I will provide it.

迷惑メール、全てのメール、一通ずつ探しましたがありませんでした。

他に証拠が必要でしたら提出します。

Dear ammy510,

I have sent you an email including the message the casino team has previously sent to your email. Hopefully, my email will reach you successfully.

It has arrived, thank you.

The email said that I had engaged in inappropriate conduct.

I only played the slots using the 20% bonus. I contacted the live chat in advance to ask if it was OK to play the slots game, and I confirmed through the live chat that the wagering requirements had been met before requesting a withdrawal.

I have not engaged in any inappropriate conduct.

届きました、ありがとうございます。

不当な行為をしたとメールの内容でしたが

私はスロットで20%ボーナスを利用し遊んだだけです。スロットに関してもこのゲームで遊んで良いか、事前にライブチャットで連絡しました、賭け条件も達成したかライブチャットで確認し出金申請しました。

不当な行為などしておりません。

I don't understand why they would lock up your deposit even though you haven't won a large amount of money on the slots.

I just used the link to play at this casino, which is recommended on the Casino Guru website, but I don't understand what's going on...

Is playing 1429 slot an attempt to exploit flaws in the system and gain an unfair advantage?

スロットで大金を手に入れたわけでもないのに入金分までロックをかけるのは理解できません。

カジノグルのサイトで紹介しているカジノだからリンクを利用して遊んだだけなのに意味がわかりません…

システムの欠陥を悪用し、不当な優位性を得ようとする行為が1429というスロットで遊ぶことなのですか？

Thank you for all the information and evidence provided, Niyvi Casino Team.

Dear ammy510,

As I have informed you via email. Based on the information and evidence we have received it has come to light that you engaged in actions that tried to exploit a system imperfection, giving you an unfair advantage. Under these conditions, the casino team has acted in alignment with their terms and conditions, and I have to agree with them.

I recognise that this outcome might not be in alignment with your expectations, but as mentioned above, the casino's actions were in alignment with their terms and conditions.

I regret to inform you that I cannot provide further assistance regarding this issue.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru