NV Casino - Player’s account has been closed and funds confiscated.

I had a very disappointing experience with NV Casino.

I deposited €200 and my account was fully verified. My identity documents were approved, and I was allowed to deposit and play without any issues. However, when I requested a withdrawal, my account was suddenly closed, and my balance was confiscated.

The casino claimed that I had a duplicate account due to a previous self-exclusion. However, they still accepted my deposits, verified my account, and allowed me to play.

This raises serious concerns about their responsible gaming policies. If my account was not eligible, they should not have accepted my deposits in the first place.

I have already submitted a formal complaint to the Curaçao Gaming Control Board.

I hope NV Casino will resolve this matter professionally and refund my deposited funds.

I will update this review based on how they handle this situation.

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.

• Have you informed the casino about any gambling issues recently or in the past when using your previous casino account?
• Could you please explain when you registered your current account in the casino and when you stopped using your previous account?
• Were either of your accounts verified?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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 Tomas,

Thank you very much for your assistance.

Yes, my current account and the old one was fully verified by the casino, and my identity documents were fully approved.

I had a previous account in the past which was blocked due to gambling addiction. However, the casino still allowed me to register a new account, deposit funds, and complete full identity verification without any restriction.

I won €603 using my withdrawed personal payment method. Only after requesting a withdrawal did the casino block my account and confiscate my balance.

I believe that the casino should not have accepted my deposits or verified my account if I was not eligible to play. Therefore, I kindly request assistance in recovering at least my deposited funds.

I will also provide screenshots and email communication as requested.

Thank you again for your help.

Kind regards

Hello, Tomas

We can confirm that two player's accounts are blocked.

The player used different personal data, thus the system was not able to identify the duplicate at registration.

Kind regards

Dear Tomas,

Thank you for the update.

The casino confirms that their system was unable to detect the duplicate account during registration. This clearly shows that I was allowed to create the account, deposit funds, and complete verification without restriction.

If my account was not eligible due to a previous self-exclusion, the casino should have prevented registration and deposits from the beginning.

Accepting deposits and verifying the account, and only later confiscating the balance, is unfair and contradicts responsible gaming principles.

Therefore, I kindly request your assistance in recovering at least my deposited funds as the casino failed to prevent access despite having the necessary controls.

clear violation of your own Terms and conditions guys

Many people wrote a bad review for you

Dear Kostasloco18,

Could you please comment on the accusation of the casino representative that the 2 accounts were registered using different personal information?

Looking forward to your reply.

Αγαπητέ διαμεσολαβητή,

Θα ήθελα να δηλώσω ξεκάθαρα ότι δεν έχω δημιουργήσει ούτε χρησιμοποιήσει δεύτερο λογαριασμό με διαφορετικά προσωπικά στοιχεία. Έχω χρησιμοποιήσει αποκλειστικά έναν λογαριασμό, καταχωρημένο με τα αληθή και πραγματικά προσωπικά μου δεδομένα.

Απορρίπτω τον ισχυρισμό του καζίνο περί πολλαπλών λογαριασμών, καθώς μέχρι στιγμής δεν έχουν παρουσιαστεί συγκεκριμένα ή επαληθεύσιμα αποδεικτικά στοιχεία που να τεκμηριώνουν αυτή την κατηγορία.

Παρακαλώ το καζίνο να προσκομίσει σαφείς λεπτομέρειες σχετικά με:

ποια ακριβώς προσωπικά στοιχεία θεωρεί ότι διαφέρουν,

ποια είναι η υποτιθέμενη σύνδεση μεταξύ των λογαριασμών,

και ποια αποδεικτικά δεδομένα στηρίζουν τον ισχυρισμό αυτό.

Δηλώνω πλήρη προθυμία συνεργασίας και είμαι διαθέσιμος να ολοκληρώσω οποιαδήποτε επιπλέον διαδικασία επαλήθευσης ταυτότητας (KYC), καθώς επιθυμώ τη δίκαιη και διαφανή επίλυση της υπόθεσης.

Με εκτίμηση,

Kostasloco18

Dear Kostasloco18

Just to be completely sure, did you use the same e-mail address and phone number at registering a new account?

Thank you!

Regards

Dear Tomas,

Thank you for the clarification.

I understand the casino’s statement regarding different contact details used during registration. However, my identity was later fully verified through the KYC process using my real personal documents.

At that stage, the casino had the opportunity to identify any previous restrictions or self-exclusion connected to my identity before allowing deposits and gameplay.

Despite this, my account was verified and deposits were accepted, and only afterwards the balance was confiscated.

For this reason, I kindly request your assistance in recovering at least my deposited funds, as the casino had sufficient verification procedures to prevent this situation earlier.

Kind regards

I would like to emphasize that my intention is not conflict but a fair resolution.

I believe this situation could have been avoided if the account had been restricted before deposits and verification were allowed. I respectfully ask the casino to reconsider refunding my deposited funds, as this would be the fairest outcome for both parties.

Thank you to the mediator for assisting in resolving this matter.

Dear All,

First of all i never consented my contact details to be in public.

I would like to emphasize that the casino has now confirmed that the previous account was never verified. This means that no confirmed identity link existed at that time.

Despite this, my later account was fully verified through KYC, and the casino accepted my deposits and allowed gameplay before taking any action.

In my view, this demonstrates a failure of the casino’s control and responsible gaming procedures. If I was not eligible to play, the account should have been restricted before deposits were accepted.

Confiscating funds only after verification and deposits were completed is unfair and places the entire responsibility on the player instead of the operator’s verification process.

For these reasons, I firmly request a fair resolution and the refund of my deposited funds.

I respectfully request your assistance in reaching a fair resolution, including the refund of my deposited funds, at least!

See the screenshot i sent all that times in greek. "Εγκριθηκε" means approved.

Kind regards

Thanks to both parties for your responses.

The post with the personal information was made private.

Dear Kostasloco18,

If you previously asked the casino to self-exclude due to gambling addiction, we believe the casino is obligated to reasonably protect you from creating more accounts.

Could you please explain the use of a different phone number when making the registration in the casino?

Dear casino representative,

Did the player register using the same address in the casino?

Looking forward to your responses.

Hello,

Yes, I previously requested self-exclusion due to gambling addiction.

When I created the new account, I used the same full name and the same date of birth. I also completed full KYC verification using the same identification documents.

Although the phone number was different, all core personal details were identical, and the casino successfully verified me. This means the casino had the ability to identify me as a previously self-excluded player.

Since my original self-exclusion was related to gambling addiction, I believe the casino failed to enforce responsible gambling measures by allowing me to open and verify a new account.

For this reason, I respectfully request a full refund of my net losses incurred after the new account was opened.

Thank you.

Dear Tomas

We would like to draw your attention, that not only the different phone number was used, but the Name as well (Please refer to the above)

In addition, the player used a different card for payments, that was not used within the initially blocked account.

Kind regards

Αγαπητοί,

Θα ήθελα να επαναλάβω ότι το όνομα που χρησιμοποιήθηκε στον λογαριασμό είναι ακριβώς το ίδιο και δεν έχει χρησιμοποιηθεί διαφορετικό όνομα, όπως αναφέρετε. Οποιαδήποτε άλλη αναφορά σε διαφορετικό όνομα είναι λανθασμένη. Δείτε και από το στιγμιότυπο Κωνσταντίνος Φραγκουλης και ΚΩΝΣΤΑΝΤΙΝΟΣ ΦΡΑΓΚΟΥΛΗΣ ΜΕ ΚΕΦΑΛΑΙΑ!

Επίσης, η κάρτα που χρησιμοποιήθηκε για τις πληρωμές ανήκει σε εμένα. Εάν χρειάζεται, μπορώ να παρέχω οποιαδήποτε έγγραφα για την επαλήθευση της ταυτότητάς μου και της κάρτας.

Ζητώ να επανεξετάσετε άμεσα την υπόθεση και να προχωρήσετε στην επιστροφή των χρημάτων που μου ανήκουν. Η υπόθεση έχει ήδη καθυστερήσει αρκετά και θεωρώ ότι η συνέχιση αυτής της κατάστασης είναι άδικη.

Σε περίπτωση που το ζήτημα δεν επιλυθεί άμεσα, θα προχωρήσω σε καταγγελία προς τον αρμόδιο ρυθμιστικό φορέα της άδειας λειτουργίας του καζίνο, καθώς και σε περαιτέρω ενέργειες μέσω των αρμόδιων φορέων προστασίας παικτών.

Παρακαλώ για την τελική επίλυση του θέματος και την επιστροφή των χρημάτων μου.

Αν δείτε κα τις αξιολογήσεις αυτού του απαράδεκτου καζίνο είναι παρόμοιες! Εφιστώ την προσοχή σε κάθε παίκτη που θέλει να καταθέσει τα χρήματα του σε ένα τέτοιο καζίνο ! Παρακαλώ @Tomas για την απόφαση σου

Με εκτίμηση

Thanks to both parties for your replies.

Dear Kostasloco18,

We believe the casino is reasonably obligated to prevent you from creating multiple accounts once you disclose your gambling issues to them. Please note that using different personal information in order to circumvent the self-exclusion that is set up will lead to the casino not being able to protect you.

Unless there is evidence that you used the same name for both registrations to contradict the casino's assertion, we are powerless to assist you.

Looking forward to your reply.

Dear Tomas , as i informed you the personal information i used was totally the same Όνομα: Κώστας

Επώνυμο: Φρα**ουλής and Όνομα: ΚΩΝΣΤΑΝΤΙΝΟΣ

Επώνυμο: ΦΡΑ**ΟΥΛΗΣ in greek are the same . I only changed my email address and my new email.

The casino verified my account and accepted my deposits. No more needs to be said. The subject case is clear.Thank you

Dear casino representative,

Could you please share screenshots from your system confirming that both accounts the player created have different registration information?

Thanks in advance for your cooperation.

Dear Tomas

Do you want us to attach the screenshots in here or send to you via e-mail?

Regards

Εγώ δεν έχω πρόβλημα αφού τα δημοσιεύσατε παραπάνω με αστεράκι μπορείτε να τα δημοσιεύσετε από εμένα είναι οκ!

Thanks for your reply.

Dear Kostasloco18,

Self-exclusion can only be effective if you use the same personal information when registering an account.

Based on the available evidence, we are unable to support you further, and the complaint will be closed.

I hope you won't face similar issues in the future.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.