NV Casino - Player’s account has been closed with withheld balance.

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

Thanks for your patience.

Please let me share your responses in the thread for convenience:

Dear Tomas, as follows, answers to the questions :

When did you register your most recent account in the casino?

I beginning of September 2026, 1st or 2nd

When was the last time you used your previous account?

June 2025

Is your previous account verified? Is your previous account open or blocked?

Previous account was not verified, now is blocked

Have you benefited from welcome bonuses on either account?

I did not benefit from bonuses on either account.

If you have more questions, don't hesitate to ask.

I am attaching screenshots as well :

Dear Yzi2,

Thank you 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 so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly 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. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Yzi2,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear NV Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Michal,

The key issue is within the player's explanations:

"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."

According to T&Cs of the casino, one may open only one gaming account.

The disputed gaming account is the second one:

1) Mitk**zunov2@gmail.com

2) yzi**ynov@gmail.com

Both were active, have the deposits made via the same card 557477******3794, took the bonus offers, which breaches the T&Cs.

Please kindly mind, if the user was attempting to input the same personal information - obviously the system would not allow this. But player input first data in Cyrillic and second - in Latin. In addiction, used different phone numbers.

Hope this clarifies

Regards

Dear NV Casino,

Thank you for the reply. Could you kindly provide me with evidence supporting your statement? Please send everything to michal.v@casino.guru. I will be waiting to hear from you.

Greetings,

The data was just provided.

Kind regards

Dear NV Casino,

I can not seem to locate your email. Would you be so kind as to resend it to my email address?

Dear Michal

Have you received the proofs?

Kind regards

Dear NV Casino,

Unfortunately, I have not received any emails from you. Please try to send the evidence once more and let me know here in the thread when exactly the email was sent and what email address I should be looking for.

Dear Michal

Please kindly check now

Regards

Dear NV Casino,

Thank you—I have now received and reviewed the evidence. Could you please clarify what specific activity demonstrates deliberate bonus abuse and justifies confiscating the player’s entire balance?

The records show that the older account’s last sign-in was in August 2025, approximately a year before the newer account was created. The personal details also appear consistent apart from their Cyrillic and Latin spelling.

I acknowledge that bonuses were credited to both accounts. However, the screenshots show expired or manually cancelled bonuses and do not clearly establish which bonuses were actually played or how they relate to the disputed winnings.

Please provide the relevant bonus and gameplay records showing the benefit obtained and explain whether there is evidence of overlapping account use or deliberate circumvention beyond the registration differences already described. You can send these records to me privately at michal.v@casino.guru.

This distinction is necessary to assess whether the confiscation was proportionate or whether the circumstances support the player’s explanation of a forgotten account.

Dear Michal,

Please allow us to clarify our position.

Our operational decisions are governed by the casino’s Terms and Conditions, which each player accepts upon registration. These terms expressly permit only one account per player at the casino. Compliance with this requirement is independent of whether bonus abuse or any other misconduct has been established.

The registration system includes controls designed to prevent duplicate accounts using matching personal details, email addresses and other identifiers. Had the player submitted the same details, the system would have blocked the registration. In this case, however, the player provided different information, which prevented those controls from identifying the duplicate at registration. The successful creation of an account does not override the player’s obligation to comply with the one-account rule.

The absence of proven bonus abuse does not, in itself, make a duplicate account permissible. Where gaming activity has taken place and the casino has incurred acquisition costs, including a CPA payment, the breach also has direct commercial implications.

We therefore ask that this matter be assessed against the applicable Terms and Conditions and that the casino’s one-account rule be given due consideration. Consistent application is essential to ensure fair treatment of players, maintain clear operational standards and prevent selective exceptions from undermining the rule.

Thank you!

Kind regards

Dear NV Casino,

Thank you for clarifying your position. Having reviewed the circumstances, I ask you to reconsider the confiscation and arrange payment of the player’s withheld balance.

I acknowledge the one-account rule and the player’s responsibility to respect it. However, the existence of a duplicate account does not automatically make confiscation proportionate. Your records show approximately a year between the older account’s last sign-in and the newer registration, which makes the explanation of a forgotten account plausible.

I have considered the bonus activity and registration differences. The evidence supplied does not establish deliberate exploitation sufficient to justify withholding the entire balance. Writing the same name in Cyrillic and Latin does not itself demonstrate false identity information. Acquisition costs, including CPA payments, also do not provide a fair basis for confiscating winnings.You may retain one verified account and close the duplicate, or discontinue the relationship after payment.

Please confirm whether you will reconsider. If the balance remains withheld on the basis currently presented, I would have to close the complaint as unresolved, which would negatively affect the casino’s Safety Index.