NV Casino - La cuenta del jugador ha sido cerrada.

I have played there several times and there were never any problems and now I made a withdrawal yesterday evening and since this evening my account has been blocked, according to the employee I have another account where supposedly the same documents are, but I only have one account with the email: g*****schme********** 89@googlemail.com and I don't have any other one, especially because I save all my login details, no matter which site, and at NV Casino there is only one and I don't think it's okay that they are denying me the money that I legally won!

Please help me because I really need the money.

Best regards

J. N******

Ich habe schon öfter dort gespielt und es gabs nie Probleme und jetzt hab ich eine Auszahlung gemacht gestern abend und seit heute abend ist mein Konto gesperrt, laut den Mitarbeiter hätte ich ein anderes Konto wo angeblich die selben Dokumente wären, aber ich habe nur ein Konto mit der Email : g*****schme**********89@googlemail.com und besitze kein anderes, vorallem weil ich ja auch meine ganzen Anmeldedaten Speicher, egal von welchen Seiten und bei NV Casino gibt es nur das eine und ich finde es nicht okay das man mir das Geld verweigert das ich rechtmäßig gewonnen habe!

Bitte helfen sie mir, denn das Geld hätte ich schon dringend nötig.

Mit freundlichen Grüßen

J. N******

Dear jessicaneubert,

Thank you very much for submitting your complaint. I’m sorry to hear about the sudden account block and the issues surrounding your recent withdrawal at NV Casino.

To help us understand your case better and proceed accordingly, could you please clarify a few points:

• Have you received any official written explanation from the casino about the alleged duplicate account? If yes, could you kindly forward that communication to petronela.k@casino.guru?
• Do you recognize any other possible accounts that may have been created in your name in the past — perhaps unintentionally or by someone else using your documents?
• Did you ever share your device, internet connection, or payment methods with anyone else who may have registered at NV Casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have sent you everything to the email address

Ich habe Ihnen alles an die Email Adresse geschickt

No, I don't know this account, as I already told an employee in the chat!!!

Nein ich kenne diesen Account nicht, wie schon einen Mitarbeiter im Chat mitgeteilt!!!

Dear jessicaneubert

Maybe you will recognize the card you deposited at that account?

Regards

I have not deposited anything there, I do not have another account, I only have 2 Google Mail addresses ( and J )!!! And ALL my passwords are stored on my phone, and what a coincidence, NO DATA from what they're talking about! Oh yeah, because it's not my address

Ich habe da Nichts eingezahlt ich habe kein weiteres Konto, ich habe nur 2 Google Mail Adressen (ghettoschmetterling1989@googlemail.com und Jessica.neubert89@gmail.com)!!! Und meine GANZEN Passwörter sind auf dem Handy gespeichert und was für ein Zufall, KEINE DATEN von dem was sie da reden! Ach ja, weil es nicht meine Adresse ist

Dear jessicaneubert

Please kindly let us know if that is your card (or used to be your card).

Thank you for cooperation.

Regards

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear jessicaneubert,

We’ve now seen the card details shared by the casino, and unfortunately, the situation does not look good. The card shown appears to be clearly linked to another account — the one the casino is referring to — and that’s a serious issue from their perspective. Whether this other account was knowingly or unknowingly created, the fact that your name is tied to the card used on both accounts gives the casino grounds to suspect a breach of their "one account per player" rule.

At this point, I must kindly ask:

• Is that card currently or previously yours?
• Even if you did not deposit directly into the second account, any confirmed connection between your payment method and a different user profile can be seen as a violation of the casino’s terms.

Please understand that we're doing our best to look into the matter fairly, but without a clear and credible explanation for this overlap, it becomes very difficult to dispute the casino’s position.

If there is any possible explanation — such as someone else using your card or any past account you may have forgotten about — now would be the time to clarify that in full.

Looking forward to your response.

Thanks for the reply.

Yes, that used to be my card.

But I definitely did NOT open a second account. No matter how you look at it, I don't have a second account, and I don't have that email address either!

Kind regards

Danke für die Antwort.

Ja das war mal meine Karte.

Aber definitiv habe ICH KEIN zweites Konto eröffnet. Man kann es drehen oder wenden wie man möchte, aber es gibt von mir kein zweites Konto und ich hab auch diese Email Adresse nicht!!!

Mfg

Dear jessicaneubert,

Thank you very much for your response and for confirming that the card in question was indeed yours.

I understand how upsetting and confusing this situation must feel — especially if you genuinely had no involvement in creating or using a second account. However, after thoroughly reviewing the evidence and communications, I regret to inform you that we won’t be able to assist you further in this case.

The fact that your personal payment method was used on more than one account — including one you deny having created — raises serious concerns under the casino’s anti-fraud and duplicate account policies. This type of link is considered a clear breach of terms, regardless of intent, and gives the casino valid grounds to deny your withdrawal.

If this happened without your knowledge or consent, it is understandably very distressing. However, in such a case — if you were the victim of identity misuse or a cybercrime — this would fall outside the scope of what our complaint resolution service can investigate or resolve. In these instances, we strongly advise reaching out to your bank or local authorities to explore further steps.

I truly wish we had a way to help you recover your funds, but based on the available evidence and the casino’s right to enforce their policies, we must now mark this complaint as rejected.

I’m very sorry we couldn’t bring this to a more positive resolution. Thank you again for your cooperation, and I sincerely wish you all the best moving forward.

Warm regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru