NV Casino - Player’s account has been closed.

I did send KYC verification they accepted everything beside my ID and locked my account when i try log in there is error i uploaded i did deposit 15$ won around 320$ and they refused to let me withdraw then after i made KYC verification send all my documents they locked my account without sending any reason to my email its empty

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please advise which games you focused on – slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Could you please specify which documents you submitted for verification and when you submitted the last one? Regarding the ID document that was not accepted, did the casino provide any reason for rejecting it? If possible, please forward any relevant communication with the casino or screenshots showing the verification status to me at veronika.f@casino.guru.
• Did you complete your casino profile fully and accurately, and does the personal information provided in your casino account match the information shown on your ID?

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

Best regards

Veronika

Hello jarzyna122

Can you please let CasinoGuru know how many accounts you have at NVCasino, and your year of birth.

Thank you!

Regards

I played slots i had more than 1 account but i did deposit only on one and played without bonus i had raw cash to withdraw then when i tried they decide to block my account after i send KYC verification doccuments every information was correct beside surname which i did inform at start and got ignored i was talking mostly in live chat they told me to send documents so they can change my surname result was account block

Dear Veronika

The player is permanently blocked due to multi-accounting and bonus abuse, providing fake personal information and documents, that do not match the personal data.

jarzyna122, all your current and future accounts will be blocked.

Regards

The reason is not clear. I used a bonus for the first time. After I deposited my own (real) money, I won and tried to withdraw. They refused to let me withdraw and asked for KYC, which took about a week for them to respond. They accepted all my documents except the ID, even though it contained the same information as the other documents.

I got blocked for using my own cash because I won and tried to withdraw it — it wasn’t bonus money. NV Casino forced me to make another deposit if I wanted to withdraw. After that, they still refused and blocked the withdrawal option, again asking for KYC verification, even though all the information was the same.

I did not give up. Then they decided to block my account for another reason. To make it clear: this sounds like I got scammed and was forced to make a deposit.

Yes, I wrote that I used the bonus and I admit to using more than one account. But in the live chat, when I tried to withdraw funds, I was told to make a deposit first. I did that. When I then tried to withdraw the funds I had deposited, you refused and claimed it was bonus abuse. Those funds were not used with any bonus — they were a raw deposit, and I simply want a refund of the balance I had on NVCasino.

I understand blocking the account for bonus abuse, but the part where I was told to make a deposit so I could request a withdrawal, and then you blocked my account afterward, feels like a scam. Please refund the funds I deposited. That’s all.

All our agents are acting according to T&Cs, specifically:

"Players who have used any no-deposit offers must make at least one deposit to meet KYC requirements and comply with the AML policy."

Regards

Dear NV Casino team,

Thank you for your cooperation and for explaining the reasons for your decision.

Dear jarzyna122,

I understand why you are concerned that your account was blocked after you made a deposit. However, you confirmed that you created more than one account and used the same promotion across all of your accounts. Creating multiple accounts to use a bonus repeatedly is against casino rules and gives a player an unfair advantage. Making a deposit afterward does not undo that breach.

You also confirmed that the personal information on your casino account did not match your identification document. Accurate personal details are necessary to complete identity verification, which is an important step before a withdrawal can be approved.

Given these circumstances, I cannot challenge the casino’s decision to block your accounts and withhold the disputed balance. I must therefore reject your complaint.

Best regards,

Veronika