NV Casino - La cuenta del jugador ha sido cerrada.

Hello, I have a issue with nv casino, what I belive I was scammed by them. I created my first account on this casino. Deposit total 200€ so its not a big money and won total a 600€. My account was fully KYC approved and problems started when I tried take out my money, first I got e-mail that my payment was cancelled and I should log in to see why. In the same time they blocked my account and on the chat they said they blocked it for multi accounting or using public network(!) so thats mean when I was passing shopping center or I was in my local casino and my phone logged in to the WiFi its enough reason to take my money. I dont agree on that. I never had any other account on nv casino, there is no account with my name, surname, credit card number e-mail or anything. Because they blocked my account as a proof I have only emails in polish language. (Im polish living in ireland). Thanks for looking at my case!

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.

Dear Filip-1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with or without an active bonus?
• Can you provide the exact date when you attempted to withdraw your funds?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hello, thanks for answer:

• I am living on my own and dont have WiFi in home, I am using a mobile network
• I had some small bonus included (I had I think 13€ in bonus for wagering)
• 10 april it was my second attempt to withdraw money (first was before I sent all my documents)

in my opinion nvcasino is looking for any reason to not cashout money i adding a screen of e-mail in polish when I received e-mail about accepting my payout request

thanks again!

Hello, Filip-1990

Maybe you'll do your very best to remember who the account Candice***ley100@gmail.com belongs to?

Since we can perfectly see the gameplay and bonus activation from the same IP address and the same iPhone. Maybe there is an option to use the same phone while passing a shopping centre?

Thank you for clarifications!

Regards

Thank you both for your replies and for providing the previous details,

• Filip-1990, Could you please clarify which verification documents you submitted and when they were provided?
• Additionally, could you confirm whether there is any connection between your account and the account associated with the email Candice***ley100@gmail.com?
• Could you also provide any additional communication/evidence that would support the case? You can send all documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation.

Hello

1. i provided: Passport, selfie with passport, front and back of my credit card also selfie with front of credit card, proof of address (bank statement) as far I remember that all.
   That is screen in polish of email with confirmation of positive aprove of verification with a date 10/04/2026, all the files were sent a day or two before that (I did this on website so I dont have Access to check that)
2. As I said before No. As you can see I am Polish and this e-mail doesnt sound it was used by polish person. Also never no one else was using my personal phone.
3. Unfortunately, I don't have many other screenshots that could help, as I've never encountered such brazen behavior from a casino that would delete my entire account and confiscate my money just because I wanted to withdraw it. I don't believe this is unrelated, since the account was positively verified, which means they never had my documents. As long as I made deposits, there was no problem. I understand that each complaint is reviewed individually, but I saw that a woman from Greece also had a similar problem with them. They deleted her account and said someone was using her iPhone. I don't think this is a coincidence. I also didn't take many screenshots of my support conversations because I didn't think it would end this way. I know people can lose money, and I wouldn't have a problem with it myself, as I consent to it when I play. However, confiscating my funds seems like outright theft. The only thing from the support chat that could be useful and which I don't have was that when they blocked my account they asked me for an email starting with kevin, so it looks like they were throwing random emails.

thanks for help : )

Dear Filip-1990

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolve Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Filip-1990,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in.

Dear NV Casino Team, could you please provide more information about this case and should you have any supporting evidence, could you please send it to my email address (martina.b@casino.guru) ?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The player will be kindly requested to go through video verification.

Regards

Thank you NV Casino for the update!

Dear Filip-1990,

please let me know once you go through verification call. Thank you very much in advance

Hello, just finished video call, they told me I should get answer in 24h I will update you with result

Thanks

OK, please let me know, once you have some news.

Greetings,

The player should request the withdrawal.

Regards

Hey Martina 😉 thanks to you my account was returned today with all the money on it, I just applied for withdraw but I would like to complain stays open till I receive money if that is possible cus all the problems started last time when I tried to do this. Fingers crossed I will get it.

Thanks again for your help and time.

Thank you NV Casino Team, do the good news!

Dear Filip-1990

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I recevied the payment just now so super fast 😉 thanks again to you guys for help!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Filip-1990,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina