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

Hello,

I am submitting a complaint against NV Casino (83nv7.casino).

I deposited real money and played without using any bonus. After winning and reaching a balance of approximately 2000 EUR, I requested a withdrawal.

Before that, customer support explicitly confirmed to me in chat that my winnings would be paid.

However, after the withdrawal request, my account was suddenly blocked. The casino now claims:

- that I violated the rules by having multiple accounts

- and that I showed signs of gambling addiction

Both claims are false and contradictory.

1) If the casino believed I had multiple accounts, they should have detected this earlier, not only after I won and requested a withdrawal.

2) Using "gaming addiction" as a reason to permanently confiscate funds is abusive. Responsible gambling rules are meant to protect players, not to justify keeping their money.

3) The casino provided no evidence of multiple accounts and did not give me any chance to clarify or correct alleged issues.

4) The casino first promised payment and only later changed its position.

The casino is also advertising itself as a casino for Bulgaria, while operating under a Curacao license, which is misleading.

I request:

- full payment of my legitimate winnings

OR

- at minimum, a refund of my deposited funds

I am attaching screenshots of:

- balance

- chat confirmation that winnings would be paid

- later messages confirming account block and confiscation

Thank you for your assistance.

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Dear milencho707,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced.

To help me better understand the situation, I would like to ask you a few questions:

• Could you please confirm that you have not previously had another account at the same casino where you requested self-exclusion?
• Do you have any documentation related to your deposits and playing history at the casino?
• Did you complete the verification process before you lost access to your account?
• Have you made any successful withdrawals in the past?

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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra,

Thank you for your message.

Yes, I informed the casino that I had a previous account in the past.

After I informed them, customer support explicitly told me in chat that my winnings would be paid and that my current account would be blocked only after the payment was completed.

Based on this confirmation, I continued the verification process and requested a withdrawal.

However, instead of paying the winnings as confirmed, the casino blocked my account and refused to process the withdrawal.

I have screenshots proving that the casino was aware of the previous account and still confirmed payment before blocking the account.

Kind regards,

Correction to my previous statement:

I would like to clarify that I am NOT confirming the casino’s version of events.

I informed the casino that I had a previous account.

After being informed, the casino explicitly confirmed in chat that my winnings would be paid and that my current account would be blocked only AFTER the payment was completed.

Therefore, I do not agree with the casino’s claim that payment was refused due to a previous account.

Dear milencho707

Pleas ekindly provide your account ID in order to investigate, since we were not able to find yoru gaming account via e-mail provided within the complaint.

Regards

Dear milencho707

Can you please let us know who the account Mile**ho7*7@gmail.com belongs to?

We'd like to remind, having multiple accounts is strictly prohibited.

Kind regards

Hello,

That account belonged to me in the past.

I already informed your support about this account before requesting my withdrawal.

After I informed you, your support explicitly confirmed in chat that my winnings would be paid and that my current account would be blocked only AFTER the payment was completed.

Based on this confirmation, I proceeded with verification and submitted a withdrawal request.

However, instead of processing the withdrawal as confirmed, my account was blocked and the payment was not completed.

Please note that in the attached screenshot the casino explicitly confirms the following:

I asked: "After you pay my winnings, you will block my account, correct?"

The casino replied: "Yes, exactly."

This is a clear written confirmation that payment was supposed to be made first and the account blocked only after that.

Despite this explicit confirmation, the casino blocked my account without paying my winnings.

Dear milencho707

Quick and last question - has anyone from support given you the permition to open up a new account?

Can you please provide a proof of such conversation?

Thank you in advance!

Regards

No, I was not given explicit permission to open a new account.

However, this is not the key issue in my case.

The important point is that I informed your support about my previous account before requesting a withdrawal.

After being informed about the previous account, your support explicitly confirmed in chat that my winnings would be paid and that my current account would be blocked only AFTER the payment was completed.

I can provide screenshots proving this confirmation.

Despite this, the account was blocked before payment and the withdrawal was not processed.

Kind regards,

Thank you for your patience. Unfortunately, this account will also be blocked, since your previous account was blocked due to gambling addiction.

You need to pass verification in order to be able to withdraw funds.

You:

Will my winnings be paid?

Casino:

Yes, after you pass the verification.

You:

And after you pay my winnings, you will block my account, correct?

Casino:

Yes,

exactly.

Dear milencho707

Pardon for being repeated, but can you please provide a screenshot or any other confirmation proving that the casino employee allowed opening a new account, after the original one got blocked due to gambling addiction?

Thank you for your cooperation!

Regards

Hello,

No, I do not have a screenshot or confirmation that the casino explicitly allowed me to open a new account.

However, this is not the key point of my complaint.

The important fact is that I informed the casino about my previous account.

After being informed, the casino’s support explicitly confirmed in chat that my winnings would be paid and that my current account would be blocked only AFTER the payment was completed.

I am providing a screenshot

where the casino clearly confirms this by replying "Yes, exactly" after I asked whether my account would be blocked only after my winnings were paid.

Therefore, the issue is not permission to open a new account, but the casino’s written confirmation of payment after being fully informed about the previous account.

Based on the attached chat screenshots, it is clear that I acted in accordance with your instructions.

Before submitting my withdrawal request, I explicitly informed your customer support that I had a previous account in the past. The casino was fully aware of this fact.

Despite being informed about the previous account, your support confirmed in writing that my winnings would be paid.

I specifically asked whether my winnings would be paid and received a clear response: "Yes, after you pass the verification."

I then asked: "After you pay me my winnings, you will block my account, correct?"

Your support replied: "Yes, exactly."

This constitutes a clear written confirmation that the payment was supposed to be made first and that the account would only be blocked afterward.

I submitted a withdrawal request, but it was never approved or processed. Instead, I was told to wait for the payment. While waiting, my account was blocked and later declared permanently blocked.

Nevertheless, the casino later claimed that I "had the possibility to withdraw my funds," which directly contradicts your own chat messages, as the withdrawal was never approved or completed.

Considering that the casino was fully informed about the previous account, provided explicit written confirmation that the winnings would be paid, and then failed to honor that confirmation, I expect my legitimate winnings to be paid without further delay.

Thank you both for your replies and for providing the previous details,

• Could you provide any additional communication/updates to this case that would help us? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
• Dear milencho707, could you please confirm that there is no evidence or proof showing that you were explicitly permitted by Casino staff to open a new account after your original account was blocked due to gambling addiction?

Thank you both for your cooperation.

I wrote to you, I sent you everything.

Dear Kolev9010 and nv.casino,

Thank you both 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 .

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over the communication 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.

I wish you the best and hope the case will be resolved soon.

Kind regards,

Petra

Hello there,

Thank you Kolev9010 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NV Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings were confiscated.

Thank you!

Dear Peter

To cut the story short, the player used to have an account. Closed it.

Without any permission from a casino opened up a new one, used bonuses, etc.

This violates casino's T&Cs.

Hope this clarifies.

Regards

Thank you for the update NV Casino representative. Would it be possible to provide me with evidence of the previous account and why it was closed? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Greetings,

The proofs have been just sent.

Kind regards

Thank you for your response.

First, I did not use any bonus. I played only with my own deposited real funds.

Second, before requesting the withdrawal, I explicitly informed customer support that I had previously had another account. The casino was fully aware of this.

Despite that, I received written confirmation in the chat that: – my winnings would be paid after verification

– and after the payment, the account would be blocked

This means the casino was completely aware of the situation and still promised payment.

If opening a new account was truly a violation, why: – were my deposits accepted without any issue?

– was I not blocked immediately?

– was I promised that the winnings would be paid?

Blocking the account only after I won and after payment was promised is unfair and contradicts the principles of fair gaming.

I respectfully request an objective review of this case.

Thank you for providing me with the information NV Casino representative. I have responded to your email, and I await your reply!

Dear Kolev9010, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter

We are kindly asking you to prolong the time for response.

Thank you i nadvance!

Regards

Hey, Peter

The response via e-mail was just sent

Kind regards