NV Casino - La cuenta del jugador ha sido cerrada.

Hello ,

I made 2 deposits at NV Casino on 13.02.2025.

1x 600 euros and 1x 590 euros

I subsequently won 4221 euros from sports betting without claiming any bonus.

Over the weekend they carried out the KYC verification and today sent me an email saying that my date of birth was incorrect, even though I had entered it correctly during registration.

I then checked my profile and it showed 01.01.1989 instead of 23.03.1989.

This seems to be common practice, as was the case with the complaint about Shishaflo 10 months ago.

The casino has blocked me and is offering to refund me 200 euros of the 4200 euros as a gesture of goodwill.

This is ridiculous and fraudulent!

I ask you to sort this out for me.

Thank you very much

Volkan

Hallo ,

ich habe bei NV Casino am 13.02.2025 2 Einzahlungen getätigt .

1x 600 Euro und 1x 590 Euro

Ich habe danach bei Sportwetten 4221 Euro gewonnen ohne jeglichen Bonus in Anspruch zu nehmen .

Übers Wochenende Haben sie dann die KYC Verifizierung gemacht und mir heute eine Email geschrieben dass mein Geburtsdatum falsch sei obwohl ich es bei der Registrierung richtig angegeben hatte .

Ich habe dann in meinem Profil geschaut und dort war 01.01.1989 hinterlegt statt 23.03.1989 .

Dies scheint gang und gebe zu sein wie schon bei der Beschwerde von vor 10 Monaten bei Shishaflo .

Das Casino hat mich gesperrt und bietet mir als Kullanz 200 Euro von 4200 Euro zurück zu geben .

Das ist lächerlich und Betrug !

Ich bitte euch die Sache für mich zu klären .

Lieben dank

Volkan

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When did you register at the online casino?
• Did you enter the personal information by hand, or have you relied on automatic tools to enter the information?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the update.

Is there a chance someone from your household or using the same IP also registered an account in the casino?

Hello Thomas,

I don't have two accounts, nor did I enter a false date of birth.

The casino is just looking for reasons not to pay out my winnings and to keep my deposited money.

Hallo Thomas ,

ich habe weder 2 Konten noch habe ich ein falsches Geburtsdatum angegeben .

Das Casino sucht nur Gründe um mir den Gewinn nicht auszuzahlen und mein eingezahltes Geld einzubehalten .

Thanks to both parties for your reply.

Dear NV Casino representative.

Would you be able to share the records that led you to the conclusions you presented against the player?

Share them with me at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Tomas, vgedik61

There are couple of aspects that we would like to highlight:

1) Mr vgedik61 is a sportsbook player solely

2) Our QA have made around 10 tests, confiming there is no bug at placing DOB at registration. (Can you imagine how many thousands of complaints there would have been, if teh bug really existed)

3) The reason the support told about the second account is because we can clearly see the registration from the same household, same Ip address and same Android device.

Hence the KYC cannot be completed and the player violated the rule "5.4. You certify that you have provided accurate, complete, and true information about yourself upon registration and will promptly update any registration information that may have changed to maintain its accuracy. Where the information is not provided, or is deemed to be incomplete, inaccurate, or outdated at any time, the Company reserves the right to suspend the account registration and treat any subsequent deposits to the Player’s account as invalid, with any winnings arising from such deposits being void, and may result in account closure, limitations, or voiding of transactions.", the maximum the casino can do is refund the deposits made (minus admin fee of 15%), but at that case the player will not be able to use our services again. This is the final offer.

Dear vgedik61 , please let us know if you would like to accept the offer.

Thank you in advance!

Kind regards

Hello Tomas,

Thank you for forwarding the casino's statement. I would like to clarify the allegations and expose the provider's manipulative tactics:

1. Manipulation of the date of birth:

I confirm that I correctly entered my date of birth (March 23, 1989) during registration. The casino only changed this date in its system to January 1, 1989, after I had completed my KYC process and won €4,221. This was clearly done to fabricate a violation of the terms and conditions. The fact that my official documents (ID card) prove my correct age is being ignored by the casino.

2. Clarification regarding the allegation of the second account:

The second account mentioned by the casino did not exist at the time I received my winnings. It was only created after my account had already been blocked and my withdrawal refused. An acquaintance attempted to reconstruct, using my device/Wi-Fi, how the casino's registration form processes data in order to prove the error regarding the date of birth. I myself do not know the account number, I have no access to it, and it was never used for any gambling. The casino can clearly see from the timestamps that this account was created only after the dispute and therefore has no bearing on the legitimacy of my winnings.

3. The 'goodwill offer' as an admission of guilt:

The casino repeatedly offered to unlock my account if I forfeited €4,000 and accepted only €200. Later, they offered to refund my deposit minus an arbitrary 15% fee.

Logic check: If I had truly violated the multi-accounting rules, the casino would, according to its terms and conditions, refuse to pay out anything at all. The fact that they're proposing 'deals' proves they have no legal basis for withholding the €4,221 and are simply trying to minimize the payout amount as much as possible.

4. Conclusion:

It's a common but unfair practice to accuse players of 'typos' or 'duplicate accounts' as soon as they win a large four-figure sum. I deposited €1,190 of real money and won fairly. I categorically reject the offer to only receive my deposit back (minus 15%).

I demand that the casino pay out the full €4,221. I ask Casino Guru to rate this obvious stalling tactic as an 'unfair practice' if the casino does not comply.

Hallo Tomas,

​vielen Dank für die Übermittlung der Stellungnahme des Casinos. Ich möchte die Vorwürfe hiermit klarstellen und die manipulative Taktik des Anbieters offenlegen:

​1. Manipulation des Geburtsdatums:

Ich versichere, dass ich mein Geburtsdatum (23.03.1989) bei der Registrierung korrekt angegeben habe. Das Casino hat dieses Datum erst nach Abschluss meines KYC-Prozesses und nach dem Erreichen eines Gewinns von 4.221 € eigenständig im System auf den 01.01.1989 abgeändert. Dies geschah offensichtlich, um einen künstlichen AGB-Verstoß zu konstruieren. Dass meine offiziellen Dokumente (Ausweis) mein korrektes Alter belegen, wird vom Casino ignoriert.

​2. Aufklärung zum Vorwurf des zweiten Kontos:

Das vom Casino erwähnte zweite Konto existierte zum Zeitpunkt meiner Gewinnerzielung nicht. Es wurde erst erstellt, nachdem mein Konto bereits gesperrt und meine Auszahlung verweigert wurde. Ein Bekannter hat über mein Gerät/WLAN versucht zu rekonstruieren, wie das Registrierungsformular des Casinos Daten verarbeitet, um den Fehler beim Geburtsdatum zu beweisen. Mir selbst ist die Nummer dieses Kontos nicht bekannt, ich habe keinen Zugriff darauf und es wurde nie damit gespielt. Das Casino kann anhand der Zeitstempel (Timestamps) eindeutig sehen, dass dieses Konto erst nach dem Konflikt entstand und somit keinen Einfluss auf die Rechtmäßigkeit meiner Gewinne hat.

​3. Das 'Kulanz-Angebot' als Schuldeingeständnis:

Das Casino hat mir mehrfach angeboten, mein Konto zu entsperren, wenn ich auf 4.000 € verzichte und nur 200 € akzeptiere. Später boten sie die Rückzahlung der Einzahlung abzüglich einer willkürlichen Gebühr von 15 % an.

​Logikcheck: Wenn ich wirklich gegen die Multi-Accounting-Regeln verstoßen hätte, würde ein Casino gemäß seinen AGB gar nichts auszahlen. Dass sie 'Deals' vorschlagen, beweist, dass sie keine rechtliche Grundlage für die Einbehaltung der 4.221 € haben und lediglich versuchen, die Auszahlungssumme so weit wie möglich zu drücken.

​4. Fazit:

Es ist eine gängige, aber unfaire Praxis, Spielern 'Tippfehler' oder 'Doppelkonten' vorzuwerfen, sobald sie eine hohe vierstellige Summe gewinnen. Ich habe 1.190 € echtes Geld eingezahlt und fair gewonnen. Ich lehne das Angebot, nur meine Einzahlung (minus 15 %!) zurückzuerhalten, entschieden ab.

​Ich fordere das Casino auf, die vollständigen 4.221 € auszuzahlen. Ich bitte Casino Guru, diese offensichtliche Hinhaltetaktik als 'unfaire Praktik' zu bewerten, falls das Casino nicht einlenkt.

Hi Tomas, I have just sent you an email with critical new evidence. It includes two direct communications from the casino support where they offer 'settlements' (bribes) of €200 and €500 respectively to void my €4,221 winnings. They also explicitly ask for my consent to change my profile data, which proves they are acting in bad faith. Please check your inbox.

Thanks to both parties for your reply.

Dear vgedik61,

Kindly note player is responsible for entering the correct data upon registration. It's the player's responsibility to check the correctness of the information and endeavor to correct it if found out. This is not the only casino with a complaint where an incident with an incorrect date of birth occurred. The fact that another incident happened in this online casino is not conclusive of anything systematic or fraudulent going on.

Dear Casino representative,

Kindly share with me the evidence regarding multiple accounts found in connection with the player's data

Share this evidence with me at tomas@casino.guru

Thanks in advance for your reply.

Thank you, Tomas, for your investigation.

Regarding the date of birth: I understand the player's responsibility for data entry. However, I want to emphasize that the casino support explicitly offered me a settlement (first €200, then increased to €500) only if I 'agree to the change of my data'. This clearly shows they are using the date issue as a tool to pressure me into forfeiting my €4,221 winnings.

Regarding the multi-accounting: I look forward to the evidence the casino provides. I want to clarify again that any secondary account activity from my IP only happened AFTER my original account was already locked and my winnings were seized. I am confident that the €4,221 win was achieved fairly on my only active account at that time.

I have already forwarded the emails regarding the €200 and €500 offers to your email address as proof of their contradictory statements.

Dear vgedik61

It is regrettable that the settlement is being interpreted as a pressure mechanism rather than as an expression of goodwill and loyalty to the player.

Dear Tomas,

The "issue" of the case is not with the duplicating account, but with a wrong personal data input, which contradicts T&Cs of the casino.

Kind regards

​It is very telling that the casino now admits that multi-accounting is NOT the issue. They have shifted their entire argument to the date of birth, which I have already explained was a minor error or a system glitch, not a deliberate attempt to deceive, as I am clearly of legal gambling age.

​Most importantly: The casino claims their offers of €200 and €500 were 'goodwill'. This is logically impossible. If they truly believed I violated their T&Cs by providing false data, they would not offer any money at all. You do not show 'loyalty' by withholding €4,221 and offering 10% of it in exchange for changing data.

​This is not 'goodwill'; it is a settlement offer intended to make me drop a valid claim for a large win. I stand by my request for the full payment.

Thanks for sharing your point of view.

Dear casino representative,

Kindly share with me any evidence that warrants the confiscation of the player's balance in your view.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Greetings,

E-mail was just sent.

Regards

Thanks for sharing this information.

Dear vgedik61,

Based on the relevant evidence, it appears the casino's terms and conditions were breached in your case in a way we can't argue against.

Please note that the consequences in online casinos you might face when registering with incorrect personal information range from verification failures to balance confiscation and account closures.

I wish you wouldn't face similar issues in the future.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.