NV Casino - La cuenta del jugador ha sido cerrada injustamente.

Dear Sir or Madam,

I am writing to formally report what I believe to be an unfair practice conducted by the online casino nvcasino.com.

I registered with the platform on May 9, 2025, and deposited 4 000 PLN into my player account. I was fortunate enough to win a total of over 10 100 PLN. However, when I attempted to withdraw the funds, the casino cited its KYC (Know Your Customer) procedures and suspended the withdrawal, requesting documents to verify my identity, proof of address, and a selfie. I promptly provided all the requested documents.

Despite this, my next withdrawal request was again rejected, with a further demand for documents confirming the origin of the bank transfers. I complied with this request as well and submitted the required documents.

To my disappointment, instead of gaining access to my funds, my account was permanently blocked on the grounds that I allegedly held a second account with the platform. The operator’s claim is untrue — I only have one active account, which is now blocked.

I strongly suspect that the real reason for this action is my significant winnings and that the casino is deliberately avoiding the payout. It is particularly troubling that the casino had no issue accepting my deposits despite claiming that I violated their terms and conditions.

In my view, this constitutes an unfair and deceptive business practice, if not outright fraud. I kindly request your assistance in mediating this matter.

Yours faithfully,

[personal info deleted by Casino.Guru]

Dear Zantori,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have encountered with your account and the withdrawal of your winnings.

To better understand your situation and contact the casino with all the necessary details, could you please clarify the following:

• When exactly was your account blocked, and were you notified about this decision in writing?
• Did the casino provide any evidence or details regarding the alleged "second account"?
• Could you please forward us the emails or screenshots of your communication with the casino regarding the KYC process and the account closure? You can send them directly to petronela.k@casino.guru.

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

Important Notice:

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Stay safe.

Dear Petronela

We'd like to confirm, that the initial account was indeed blocked on 22.03.2025 13:01:51 (UTC), the player has a history of gameplay and used the welcome bonuses.

Within the secondly-opened account, the player also used the welcome offer.

This breaches the T&Cs of the casino.

Would be happy to provide any evidence if needed.

Kind regards

Dear Petronela,

I have sent a complete set of documents to the provided email address, which I trust will help expedite and facilitate the resolution of the dispute.

I would be grateful if you could confirm receipt.

Kind regards

Dear Zantori,

Thank you for sending the documents to my email.

Thank you also to NV Casino for your cooperation and for providing clarification regarding the account history.

• Zantori, could you please explain why you requested your first account to be blocked? This information will help us better understand the situation and continue our review.

Thank you in advance for your reply.

Dear Petronela,

For the avoidance of doubt, with respect to my first account, I did not request its suspension but explicitly requested its permanent closure, in line with responsible gaming principles and out of concern for a potential risk of gambling addiction.

This decision was taken as a precautionary and responsible measure. In my view, closing the account was a reasonable decision

After a period of approximately two months and following a careful assessment of my psychological well-being, I concluded that I was not at risk of problem gambling. Accordingly, I made an informed and voluntary decision to resume gaming activity.

Hey Zantori,

Could you please confirm if you have any proof of your request for the permanent closure of your first account (e.g., email records or screenshots of your communication with the casino)? Having this evidence would help us review your case more effectively.

Additionally, could you let us know if you used the same personal details (name, address, date of birth, etc.) when opening your second account?

Thank you.

Dear Petronela,

Unfortunately, I am unable to provide such evidence. The request to close the account was made via live chat with a customer service representative. I did not receive any email confirmation from the casino.

At the time, I did not anticipate that I would ever need screenshots of that conversation, and therefore I did not capture any.

As for the personal details – yes, I used the same information

Greetings,

Just to point out - the player used a different e-mail address and a different phone number.

Also, would like to emphasize, the player used welcome bonuses on both of the accounts.

Regards

Dear Casino representative

Yes, it is true that I used a different email address and phone number. I had to change them for personal reasons.

However, all other personal details—such as my first and last name, address, and date of birth—remained the same.

Most importantly, I used the same payment methods, from the same bank, and the same debit/credit cards, which, as you previously confirmed, were already registered in your system

It should also be noted that all bonus funds were either used during gameplay or cancelled upon the attempt to withdraw non-bonus funds, which is standard practice.

In my opinion, however, bonus funds are not at issue in this dispute and should not be raised as a point of contention

Dear NV Casino Team,

Could you please confirm if you have any record of communication from the player in which they requested the closure of their first account and explicitly mentioned gambling addiction as the reason?

If such evidence exists (for example, chat transcripts or internal notes), please share it with us, as it would be important for our review of this case.

You can forward any relevant files directly to my email: petronela.k@casino.guru.

Thank you in advance for your cooperation.

Hello,

The requested proofs were just provided.

Kind regards

Dear Zantori,

Thank you for your update, and many thanks also to the casino for their reply and for providing us with the requested information.

We are now communicating with the casino internally regarding your case and will get back to you here in the thread once we have more clarity.

Thank you very much Petronela for your support. As the matter has become somewhat unclear, I would like to provide a brief summary for clarity:

• My first account was intended to be permanently closed, not merely suspended.
• After assessing my mental health and concluding that I was not at risk of developing an addiction, I decided to resume playing.
• Believing that my original account had been closed, I opened a new one.
• I used the same personal details, with the exception of my email address and phone number, which I had to change for personal reasons.
• I used the same payment methods, the same bank cards, and the same bank account number.
• The casino accepted my deposits, even though these details were already in their system, as confirmed earlier by a casino representative.
• After winning a significant amount, I completed the KYC verification process twice. Shortly thereafter, my account was blocked, which in turn prevented me from withdrawing my winnings.

I trust this summary helps to clarify the situation.

Dear Zantori,

Thank you very much for your patience while we have been reviewing your case.

After carefully considering all the information, we believe the most appropriate resolution would be for the casino to refund your deposits from the second account. Since your first account was closed due to gambling-related concerns, you should not have been able to register again in the first place. In this situation, refunding the deposits and ensuring that your account is permanently closed to prevent any future issues seems to be the fairest outcome.

We have shared this recommendation with the casino and are now waiting for their reply here in the thread.

Dear Petronela,

Thank you for reviewing my case. I have carefully reconsidered the matter, doing my best to remain fully objective, and I agree with your proposed resolution of the dispute.

I have only one condition: since the casino should not have accepted the deposits in the first place, I expect a full refund of 4000 PLN, with the transfer fees to be covered by the casino.

Greetings,

The player may now create the withdrawal request.

After the successful withdrawal, the account will be blocked permanently.

Regards

Dear Zantori

Have you received the money yet?

Regards

Dear Casino representative

So far, I have received an email confirmation that the transfer has been sent. I am now waiting for the bank processing session, and as soon as the funds appear in my account, I will immediately confirm and consider the matter closed

Dear Representative,

I have just received the transfer, and to my surprise, the amount has been reduced by 123.93 PLN.

Anticipating your response that this represents transfer fees, I would like to stress that we all agreed the casino should not have accepted my deposits in the first place. Therefore, I do not accept being charged fees resulting from your oversight.

Dear Zantori,

Thank you very much for your update and for confirming that you have received the refund.

We are sorry to hear about your disappointment regarding the deducted amount. Please note that the fees were charged by the payment provider during the transfer process and not by the casino itself. Unfortunately, neither the casino nor we have any influence over such external charges.

I truly understand that this may feel unfair, but given the circumstances, we are unable to assist you further regarding the transfer fees.

Is there anything else we could assist you with at this point?

Thank you, Petronela, for your help and support in my case. Fortunately, the dispute has now been resolved. Has anyone ever told you that you are the best in the world? 🙂

As for the casino representative, I regret that we were not able to resolve the matter directly between ourselves. This is exactly the solution I had proposed to your consultant, but unfortunately, I was met with resistance, and as a result, we unnecessarily had to involve Casino Guru and Petronela in mediation. With a bit of goodwill, this could have been avoided.

I now consider the dispute closed

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

Dear Zantori,

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,

Petronela