NV Casino - Player's account has been closed and winnings confiscated.

Complaint Title: Unfair account closure and confiscated winnings due to a minor registration typo – NV Casino

Description of the issue:

Dear Casino Guru Team,

I am submitting a complaint against NV Casino regarding the unfair closure of my account and the confiscation of my legitimate winnings after requesting a withdrawal.

Verification Passed: I completed the identity verification process (KYC). My official documents (ID card, proof of address, payment proof, and selfie) were fully reviewed and officially marked as Approved by the casino team.

2. Minor Typo / Autofill: During registration, my browser’s auto-fill function inserted an incorrect birth year. However, my approved official ID clearly proves that I am of legal age (born 20/11/1993) and that my identity is 100% authentic.

3. No Fraudulent Intent: I voluntarily notified support about the typo to correct it. I have only ONE account, I did not attempt any fraud, nor did I abuse any bonuses.

4. Contradictory Behavior & Extortion by Casino: When I requested my payout, the casino refused to update my profile. In live chat, the support team (Adriana) admitted that the account could be unlocked, but offered to leave only 10,000 HUF in my account while forfeiting the rest of my legitimate winnings under Terms clause 5.4.

When I refused this unfair offer, they completely blocked my account and voided my funds.

Why the casino's action is unfair:

According to Casino Guru’s Fair Gambling principles, a simple typo or autofill error during registration is not a valid ground for confiscating player winnings as long as the player’s real identity and legal age are proven via KYC. The casino acknowledged my identity by verifying my documents, and even offered a partial resolution, showing that the situation was easily rectifiable.

Requested Resolution:

I request NV Casino to unblock my account and process my full withdrawal request to my verified payment method.

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.

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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.

• Could you please specify what the typo in your date of birth was, and when you noticed the mistake?
• When did you inform the casino about the mistake, and when were your documents approved?
• 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