1. Policy Scope
This policy outlines our internal complaint-handling process. We are committed to resolving customer complaints fairly and efficiently.
2. Contacting Customer Support
If you experience any issues, please contact our Customer Support team first:
- Live Chat: Available 24/7 on our website
- Email: [email protected]
3. Submitting a Complaint
To submit a formal complaint:
- Complete the online complaint form on our website, or
- Email your complaint to: [email protected]
Required Information:
Including all of the following in the first message avoids a round of clarifying questions and keeps the case inside the deadlines below.
- Full name and username
- Registered email address
- Description of the issue with dates and times
- Supporting evidence (screenshots, transaction records, etc.)
4. Complaint Handling Timeline
The table below shows when you can expect a reply at each stage. If a complex case needs longer, we tell you before the deadline passes.
| Stage | Timeframe |
|---|---|
| Acknowledgement of receipt | Within 1 week |
| Resolution | Up to 4 weeks (may be extended for complex cases) |
| Responsible Gambling complaints | Within 5 business days |
Responsible gambling cases are handled ahead of the queue. If an investigation needs longer than the stated window, we tell you before the deadline passes rather than after.
5. Your Rights
As a player, you have the right to:
- File a complaint through accessible means
- Receive a timely and reasoned response
- Escalate unresolved issues
- Report regulatory breaches to the Curaçao Gaming Authority
6. Legal Recourse
You retain the right to pursue legal remedies at any stage. Using our internal complaints procedure does not limit your ability to seek independent legal advice.
7. Curaçao Gaming Authority
The Curaçao Gaming Authority (CGA) does not intervene in individual disputes. However, if you believe NV Casino has breached Curaçao gaming regulations, you may report directly to the CGA.
8. Contact
For assistance with complaints, contact our 24/7 Customer Support.