NV Casino - Račun igrača je zatvoren sa zadržanim stanjem.

I am submitting this formal complaint for operator NV Casino (website: nv.casino), requesting binding resolution and the return of my withheld balance of €8,000.

1. Player Information

Registered email with NV Casino: yziyzynov@gmail.com

Country of residence: Bulgaria

Deposit method: UBB debit card (Bulgaria)

2. Chronology of Events

Registration & Gameplay I registered an account with NV Casino and deposited funds via my debit card. Upon opening a game for the first time, the system required me to enter my full name and date of birth. I complied and proceeded to play.

Withdrawal Request & KYC Process After accumulating a balance of approximately €8,000, I submitted a withdrawal request. The casino initiated a KYC (Know Your Customer) verification process. Over several days, I provided all requested documents. During a live chat on 8 September 2026, the VIP manager "Wendy" confirmed that all submitted documents were correct and that my account was on the "last stage of verification." However, she stated that there were "no exact terms for the verification completion" and that I simply needed to wait indefinitely.

Regulator Threat & Immediate Retaliatory Blocking During the same chat, frustrated by the indefinite delay, I stated that if my withdrawal was not processed, I would escalate the matter to the Curaçao Gaming Authority and other regulatory bodies. Immediately following this conversation, my account was blocked. When attempting to log in, I received an error message stating: "The user is blocked!"

Post-Block Communication & Manufactured Violation Approximately one hour after the block (8 September 2026, 14:15), I received an email from support@nv.casino claiming my account had been blocked for a "violation of our project rules, namely creating more than one account for playing on real funds," citing section 5.5 of their terms. This was the first time a duplicate account had ever been mentioned — not during registration, not during KYC, not during the live chat with Wendy, and not during any of my multiple withdrawal requests.

The email then offered what I consider a shakedown: they would "consider the possibility of unblocking one account upon condition that your balance will be voided," and as a "sign of loyalty" they would leave €1,000 on my balance — effectively demanding that I forfeit €7,000 of my legitimate winnings.

3. Critical Evidence of Predatory Conduct (The Duplicate Account)

Upon reviewing my records, I discovered that I had indeed created a prior account with NV Casino over a year ago via Google login using a different email address, which I had genuinely forgotten about.

However, this fact proves the casino's bad faith, not mine:

When I registered my current account and opened a game, the system explicitly requested my name and date of birth.

The casino's system already held this exact name and date of birth from my previous Google-registered account.

A functional duplicate-detection system would have flagged the overlap instantly at registration or upon entering the game — before any deposit, before any wager, and certainly before any winnings accrued.

Instead, the casino allowed me to: deposit funds, play games, accumulate an €8,000 balance, submit KYC documents, request withdrawals, and undergo "final verification" with a VIP manager.

The "duplicate account" reason was manufactured only after I won a substantial sum and threatened regulatory escalation.

This is not legitimate terms enforcement. This is a predatory pattern where the operator knowingly permits a player to deposit and win while sitting on a technical violation they could have stopped at registration, then weaponizes that violation exclusively to avoid paying winnings.

4. Evidence Attached

Screenshot 1: Live chat with NV Casino VIP manager Wendy, confirming "last stage of verification" and "no exact terms for completion" (8 September 2026, 11:21–11:27).

Screenshot 2: Login error message "The user is blocked!" displayed immediately after the chat.

Screenshot 3: Email from support@nv.casino (8 September 2026, 14:15) alleging duplicate account violation and offering to void €7,000 while retaining €1,000.

Screenshot 4: Previous withdrawal rejection correspondence.

5. Requested Resolution

I respectfully request that you can help me for mediation in my favor and convince NV Casino to:

1. 

Unblock my account and process the full withdrawal of my €8,000 balance to my registered payment method, OR

2. 

Return the full €8,000 via alternative means if account restoration is not feasible.

The casino's conduct — deliberately ignoring a detectable duplicate for the entire duration of gameplay and KYC, only to invoke it as a post-hoc justification for withholding winnings after a regulatory threat — constitutes an abuse of terms and conditions that cannot be upheld in good faith.

I am available to provide any additional documentation required, I have a lot more screens.

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 your most recent account in the casino?
• When was the last time you used your previous account?
• Is your previous account verified? Is your previous account open or blocked?
• Have you benefited from welcome bonuses on either account?
• 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

Hello Yzi2,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru