NV Casino - Igračev račun je blokiran, a dobici konfiskovani.

I am submitting a complaint against NV Casino regarding the blocking of my account and the withholding of approximately €10,000 in winnings.

The issue concerns a one-letter difference in the Latin transliteration of my genuine Greek name.

My identity is genuine and my identification documents belong to me. My date of birth and all other identifying information correspond to my identity. There has been no attempt whatsoever to provide a false identity or to misrepresent myself.

NV Casino has informed me that they consider this to be a breach of Clause 5.4 of their Terms and Conditions. They state that the name entered in Latin letters "must match" the name appearing on my identification document.

I have disputed this interpretation because Clause 5.4 requires accurate, complete and truthful personal information, but it does not state that the Latin transliteration of a Greek name must match the identity document character-for-character.

The difference is only one letter in the Latin transliteration of my genuine Greek name. My actual identity is not in dispute.

I would also like to emphasize the following:

- My winnings were obtained entirely without the use of any bonus, promotional offer or bonus funds.

- Whenever NV Casino requested identification or verification documents from me, I provided the requested documents.

- I have fully cooperated with their KYC and verification procedures.

- I have never refused to provide documentation or attempted to avoid verification.

- My identification documents establish my true identity.

- There is no allegation that I used another person's identity or provided a false date of birth.

- I remain willing to provide any additional reasonable documentation necessary to verify my identity or correct the Latin transliteration of my name.

Most importantly, NV Casino has presented me with a condition for restoring access to my account which I consider extremely disproportionate and which I do not accept.

I have been informed that, if I want my account to be unblocked, I must agree to the removal/confiscation of essentially all of my winnings, with only €300 being left in my account as a "gesture of goodwill".

I do not accept this condition.

I have not agreed that I breached Clause 5.4 in the first place, and therefore I do not accept that my legitimate winnings should be forfeited as a condition for restoring access to my account.

In other words, I am being asked to surrender approximately €10,000 in winnings in order to have my account restored, while NV Casino continues to rely on a one-letter transliteration discrepancy as the basis for its position.

I have repeatedly asked NV Casino to provide the exact provision of their Terms and Conditions or applicable regulatory/legal provision which establishes that a one-letter transliteration difference constitutes a breach of Clause 5.4.

Instead, they have simply repeated that the name entered in Latin letters "must match" the name on the ID and that the same unblocking condition remains in place.

I have also asked them to clarify the contractual and legal basis for withholding my winnings and to confirm what exactly I must do to restore my account.

I am therefore asking Casino Guru to review not only the alleged breach of Clause 5.4, but also the proportionality and contractual basis of the proposed forfeiture of my winnings as a condition for unblocking my account.

I would particularly appreciate assistance in determining:

1. Whether a one-letter difference in the Latin transliteration of a genuine name reasonably constitutes a breach of Clause 5.4;

2. Whether NV Casino has sufficient contractual grounds to withhold or confiscate approximately €10,000 in winnings in these circumstances;

3. Whether requiring me to surrender essentially all of my winnings, leaving only €300 as a "gesture of goodwill", is consistent with the casino's Terms and Conditions and applicable rules;

4. Whether my account can instead be restored after correcting/confirming the transliteration of my name, without forfeiting my legitimate winnings.

I can provide the complete correspondence with NV Casino, screenshots, the relevant Terms and Conditions, proof of my winnings, and all appropriate evidence concerning my verification and the disputed name discrepancy.

My objective is straightforward: I am willing to correct or confirm the transliteration of my name and complete any reasonable verification requirement, but I do not agree to surrender my legitimate winnings as a condition for having my account restored.

I respectfully ask Casino Guru to assist in resolving this matter with NV Casino and to review the casino's position in light of the evidence I can provide.

Important notice:

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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.

• Could you please explain what the discrepancy is exactly?
• Is the Latin transcript of your Name on your documents? Why wasn't the correct transcript of your name used?
• Have you attempted to correct the discrepancy before you deposited and played?
• 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

Dear KWNSTANTINA13,

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 Resolver, 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,

Tomas

Dear KWNSTANTINA13,

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. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite NV Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.