NV Casino - La cuenta del jugador ha sido cerrada sin justificación.

While I was verifying my details, they told me that I had written a different name on my profile and a different one on the ID I sent them, which is not true, and they blocked me.

Ενώ έκανα ταυτοποίηση στοιχείων μου στείλανε οτι έχω γράψει διαφορετικό ονομα στο προφίλ και διαφορέτικο στην ταυτότητα που τους έχω στείλει ενώ αυτο δεν ισχύει και μου έκαναν αποκλεισμό

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.

• Is there any evidence that you filled out your player's profile with the correct personal information? Could you please explain the situation from your point of view in more detail?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Greetings,

We can confirm that first name and the last name do not match the ones within provided documents.

Kind regards

Of course they match... Send details that prove they don't match because you're lying.

Φισικα και ταιριαζουν... Στειλτε λεπτομερειες που αποδεικνιεται οτι δεν ταιριαζουν γιατι λετε ψεματα

Dear katsoufos1989,

Following an internal discussion with CasinoGuru and their local representatives in Greece, it was concluded that the personal details do in fact match. The discrepancy appears to be solely related to differences in the transliteration of the name into English.

For future reference, we kindly recommend ensuring that personal details are entered exactly as they appear in official documents.

Please also note that your account has now been unblocked.

Kind regards

While the account has been unblocked, I cannot make a withdrawal....the condition the company is setting is to deduct the entire amount from me and leave only the amount of my deposit, something that I do not accept...since they have accepted that the details match and the data verification process has been completed, I demand that I be able to proceed with a withdrawal immediately!!!

Ενώ έχει ξεμπλοκαριστεί ο λογαριασμός δεν μπορώ να κάνω ανάληψη....ο όρος που μου βάζει η εταιρία είναι να μου αφαιρέσει ολο το ποσό και να μείνει μόνο το ποσό της κατάθεσης μου κάτι το οποίο δεν αποδέχομαι...εφόσον έχουν αποδεχτεί ότι τα στοιχεία ταιριάζουν και έχει ολοκληρωθεί η διαδικασία επαλήθευσης στοιχείων απαιτώ να μπορέσω να προχωρήσω άμεσα σε ανάληψη!!!

Yes, sir!

Done, sir!

Kind regards

What does yes sir mean, okay sir?

Τι σημαίνει το ναι κύριε τέλος κύριε δηλαδή?

Dear katsoufos1989

The above is the response to your demand: "I demand that I be able to proceed with a withdrawal immediately!!!"

Please do let us know if you received the payment yet.

Regards

Thanks to both parties for your replies.

Dear katsoufos1989,

• Kindly confirm whether your payout has reached your bank account.
• Can we consider the issue resolved?

Looking forward to your reply.

Dear katsoufos1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru